How to Build a Medicare AI Voice Bot Integrated with VICIdial

Why Use an AI Voice Bot for Medicare?

Traditional call centers struggle with:

Limited agent availability
Compliance complexities
Repetitive FAQs about Medicare Part A, B, C, and D

An AI Voice Bot offers:

✅ 24/7 availability
✅ Accurate plan comparisons
✅ CMS-compliant call scripting
✅ Seamless transfers to human agents when needed

System Architecture

Here's how your AI voice system connects with VICIdial:


[VICIdial] 
    ↓ SIP Call
[Twilio SIP Trunk] 
    ↓ Webhook
[AI Voice Bot (Node.js)] 
    ↙ STT (Whisper/Deepgram) → GPT-4 → TTS (ElevenLabs)

Tech Stack

Step-by-Step: Build the Medicare Bot

1. Configure VICIdial SIP Carrier

Add a Twilio carrier to your VICIdial setup:


[twilio]
type=peer
host=your-sip-domain.pstn.twilio.com
username=twilio_user
secret=twilio_password
disallow=all
allow=ulaw
context=trunkinbound

Then route outbound calls or IVRs to this SIP trunk.

2. Create the AI Voice Bot in Node.js

Set up your project:


mkdir ai-voice-bot && cd ai-voice-bot
npm init -y
npm install express axios dotenv body-parser openai

Create this folder structure:


ai-voice-bot/
├── server.js
├── routes/voice.js
├── services/{stt.js,gpt.js,tts.js}
├── .env

Sample GPT logic:


// services/gpt.js
const { OpenAI } = require('openai');
const openai = new OpenAI({ apiKey: process.env.OPENAI_API_KEY });

async function generateReply(inputText) {
  const response = await openai.chat.completions.create({
    model: "gpt-4",
    messages: [
      { role: "system", content: "You're a helpful Medicare assistant..." },
      { role: "user", content: inputText }
    ]
  });
  return response.choices[0].message.content;
}

3. Handle Transcription & Voice

Use Deepgram or Whisper to transcribe incoming audio, and ElevenLabs to convert GPT text to speech.


// services/tts.js
const axios = require('axios');

async function synthesizeSpeech(text) {
  const response = await axios.post(`https://api.elevenlabs.io/v1/text-to-speech/${process.env.ELEVENLABS_VOICE_ID}`, {
    text,
    voice_settings: { stability: 0.75, similarity_boost: 0.75 }
  }, {
    headers: {
      'xi-api-key': process.env.ELEVENLABS_API_KEY,
      'Content-Type': 'application/json'
    },
    responseType: 'arraybuffer'
  });

  const filePath = `./public/output.mp3`;
  require('fs').writeFileSync(filePath, response.data);
  return `${process.env.PUBLIC_URL}/output.mp3`;
}

4. Deploy & Connect Twilio

Host your Node.js app on Fly.io or EC2
Point your Twilio SIP webhook to /voice
Test a call from VICIdial

Example Call Script

Bot: “Hi, this is your Medicare assistant. Are you looking for information about Part C or D?”User: “I need help comparing plans.”Bot: “Great! Based on your ZIP code, you may qualify for zero-premium plans. Would you like me to connect you to a licensed agent?”

Compliance Tips

Always say: “We do not offer every plan available in your area.”
Ask: “Do I have your permission to continue?”
Log every call with timestamp and transcript
Offer easy transfer to a human agent

Want to Build It?

This proof-of-concept is ready to extend into a full platform. You can:

Add lead scoring
Sync with a CRM
Train GPT for Medicare-specific objections
Route only qualified leads to live agents

Need help building it or want the full source code?
📩 Contact me to get a starter repo, SIP config, and voice templates.

Fermin Perdomo