Every new ticket is classified into your taxonomy in real time. Fields appear on the ticket before an agent opens it.
Speed = under 3 secondsDepth = 100+ categories, only valid triplets written backUpdates = edit the taxonomy in a dashboard, no retraining
Auto-CategorizationLive
Emailnew ticket
“My payment has been pending for 5 days”
Taxonomy
Transactions
Txn Status
Transaction status enquiry
confidence 0.94
Processed in 1.4sticket 1/3
Simulation of the live pipeline
02
Agentic AI Response
Drafts and sends replies from your verified knowledge only. It retrieves, checks your live systems, critiques its own answer, and escalates cleanly when unsure.
Grounding = guardrails always injected, tables exact-matched, procedures re-rankedTools = live lookups via your APIs or read-only viewsSend gate = low confidence means it never sends
Agentic AI ResponseDraft
“Hi Meera, your settlement for invoice INV-2041 is in final compliance review. Funds typically release within 24-48 hours of clearance...”
Guardrails applied
Live account data fetched
Self-critique passed
Send-gate0.91 · approved to send
Drafted in 11sgrounded in SOP 4.2
03
Realtime AI Voice
The same brain answers the phone. Low-latency speech in, grounded answers out, warm handoff to a human the moment it should not continue.
Turn-taking = streaming STT to TTS, barge-in supportedKnowledge = identical to email, updated onceEscalation = live transfer or scheduled callback
Realtime AI VoiceLive
Caller
“Where is my settlement?”
System actionAnswering from SOP 4.2
Warm transfer readyon low confidence
Latency 0.8s per turnbarge-in supported
04
Call Transcription and Summarization
Every call becomes a searchable record: a speaker-separated transcript and a structured summary your systems can actually use.
Fields = reason, outcome, action items, sentiment, flagsPrivacy = PII redacted before storageWiring = feeds categorization, profiles, and QA automatically
Call TranscriptionEscalated
Caller“I initiated the transfer on Tuesday and it still shows pending...”
Agent“I can see it. Let me check the compliance queue for you...”
Structured summary
Reason
Settlement timeline for a pending transaction
Category
Transactions / Txn Status
Outcome
Escalated, callback scheduled with Priya M.
Sentiment
Frustrated, second contact on same issue
Action
Callback by EOD with a confirmed timeline
Summarized 40s after hangupcall #9032 · 4m 12s
05
Customer Context Profiling
One persistent profile per real customer, across email, WhatsApp, and phone, across every team. The sixth ticket is never a cold start.
Identity = one customer across all channelsSignal = open-ticket frustration surfaced before readingDelivery = a context card inside the ticket, nothing new to learn
Customer ContextLive
ACME Exports
Customer for 14 months
Live status
2 tickets open, both Txn Status
1 transaction in review
Commitment: callback promised, due today
History, 30d
7 resolved
Txn Status (4)Onboarding (2)
Cross-team
Financerefund query resolvedJun 28
OnboardingKYC verifiedJun 12
Support9 conversations, latest: settlement timeline enquiry2d ago
Last resolvedSettlement delay explained, customer accepted 48h timeline.
Escalated once. Third ticket this week.
Updated 2 min agomerged from 3 channels
06
Agent QA Scoring
Every resolved conversation scored against your rubric with per-criterion feedback. Discrete checkpoints, so scores are reproducible and explainable.
Coverage = every conversation, every agent, dailyRubric = yours, versioned, channel-awareDepth = checks the procedure your SOP defines, not just the answer
Agent QA ScoringScored
Ticket #27821
Agent: Rahul S. · Email
8.0/ 10 weighted
Greetings10/10Name used, greeting present, signed off
Structure0/10Missing timeline reassurance
Resolution10/10Correct info, procedure followed
Language10/10Clean formatting, no errors
Tone10/10Confident and professional
Structure scored 0: the reply gave no expected timeline. Suggested add: “This typically completes within 24-48 hours.”
Scored nightly batchticket #27821
See it categorize, answer, and score. Live.
Thirty minutes with your actual taxonomy and a sample of your tickets.