“We were able to accomplish what our customers needed a lot more quickly with SignalWire AI than with other standalone call flow systems.”
- Justin Massey, Founder and CEO, Relay Hawk
Overview
Relay Hawk helps answering services and call centers rapidly deploy AI phone bots tailored to specific customer needs. After hitting roadblocks with legacy LLM-based workflows, CEO Justin Massey turned to SignalWire AI.
By using SignalWire’s AI Agents, Massey’s team unlocked a faster, more flexible way to deliver powerful conversational experiences, without building or managing their own telephony infrastructure.
Massey moved away from rigid flowcharts in favor of a flexible, prompt-based development model powered by SignalWire AI. This shift to plain-text prompts drastically reduced development time so his team could focus on customer outcomes instead of infrastructure.
About Relay Hawk
Relay Hawk is a technology partner for high-volume communication services like answering services and call centers. The company specializes in designing intelligent AI workflows that reduce overhead and improve caller interactions. Led by founder Justin Massey, Relay Hawk focuses on fast delivery, adaptability, and high-performance AI solutions.
Relay Hawk helps these companies modernize their phone systems with conversational AI. With a focus on speed and quality, Relay Hawk builds and deploys intelligent, low-latency AI voice bots that understand caller intent and provide meaningful automation without sacrificing human-like interactions.
The Challenge
Massey initially relied on standard LLMs, integrating with OpenAI to infer possible caller paths and journeys in call flows. But this approach introduced several pain points:
Flows were too strict, requiring tight definitions of every possible user path.
Iteration was slow, with every change needing diagram and integration updates.
Telephony overhead like handling WebSockets, SIP, and latency became a bottleneck.
There was no easy way to scale conversational complexity or respond dynamically to callers.
The Solution
Relay Hawk turned to SignalWire, building bots with prompts written in SWML instead of using LLMs and workflow diagrams. With SignalWire AI, they could define the behavior of their phone bots using natural language prompts and easy-to-read markup, without having to define every possible path of the call flow.
With built-in support for call routing, latency management, and telephony logic, Relay Hawk was able to focus on what mattered: the caller experience.
By replacing rigid workflows with natural language prompts and letting SignalWire handle the telephony stack, Relay Hawk was able to ship faster and scale. Prompt-based control over call flows makes changes fast and flexible, while there is no need to manage infrastructure. SignalWire handles SIP and audio quality, delivering a low latency end result.
Results
Faster delivery and lower latency
Bots that used to take days to design and ship now go live in hours, keeping Relay Hawk’s customers ahead of schedule, while the bots themselves respond in conversation more quickly. Thanks to low latency and high quality voices, conversation flows are more natural.
Focus on the caller
With infrastructure abstracted away, Massey’s team focuses entirely on improving caller experience and AI interaction quality.
Telephony done for you
SignalWire’s implementation of the Programmable Unified Communications (PUC) model handles all routing, AI, VoIP, and PSTN concerns so developers don’t have to. Without managing WebSockets, UDP, or VoIP audio paths, the team could zero in on AI conversation quality.
SignalWire’s PUC model handles the heavy lifting—routing, SIP, PSTN, audio latency—so developers don’t have to.
“I don't have any desire to deal with the underlying telephony if it's been solved in a good way. Where the calls are low-latency, I'm willing to pay a price for that. It saves me time and allows me to ship faster.”
- Justin Massey, Founder and CEO, Relay Hawk
Learn more about Relay Hawk here.