Managed service
We design the call flow, build the integrations, validate the deployment languages, test the boundaries, and operate the agent after launch.
Live calls
How can I help with your appointment today?
I need to move it to Tuesday morning.
I found a 9 a.m. time. Would you like me to make that change?
Yes, please book it.
Each stage has an approved input, a defined boundary, and an output that the next stage can use.
The opening turn states the AI role and sets a language from the validated deployment set.
The agent matches the request to an approved intent, knowledge source, and boundary.
The agent answers or completes an approved action through a connected system in scope.
A designated person receives the call state when a transfer condition applies.
The integration sends mapped fields and record links to the customer destination in scope.
Operating boundary
Your team signs off on the knowledge sources, approved intents, permitted actions, hard transfer conditions, and exclusions. The Delivery lead keeps one deployment record for testing and production. Your team can remove an intent through the versioned change process.
The intent catalogue names the approved source for each answer or action.
Written inclusions and exclusions define where the agent can resolve a request.
Caller requests, sensitive situations, and defined boundary events follow designated routes.
The customer approves the scope, sources, disclosure, routes, and acceptance criteria before launch.
A dated configuration change can remove an intent and restore its prior route.
Routing
Human transfer
Before answering, the receiving person can review the transcript, captured fields, detected language, transfer reason, and designated destination. Voice Platform Engineering and the customer routing owner define the next route when a destination does not answer.
Caller: I would like a person to review this change.
Structured output
Integration Engineering maps each approved intent to the fields, owners, and destinations used by the customer systems in scope. Evaluation checks the mapped record alongside call behavior.
Integration engineering
Integration Engineering maps the call path, approved actions, field schema, authentication, and error handling for the systems included in scope. Technical owners on both sides confirm access and test records before acceptance.
Works with your operating stack
Call records
Language quality
Language Quality reviews terminology, number and address formats, disclosure wording, and escalation phrasing for the deployment set. Test calls cover approved intents and boundaries in each language before the customer signs off for go-live.
The validation matrix records approved service terms, names, and pronunciation guidance.
Testers check spoken formats, confirmation prompts, and the mapped field output.
Testers review the opening notice, transfer language, and no-answer wording.
The customer reviews test evidence against the written acceptance criteria before go-live.
Language QA
| Language | Terminology | Numbers & formats | Escalation | Status |
|---|---|---|---|---|
| ENEnglish | 12 / 12 | Passed | Passed | Approved |
| ESSpanish | 12 / 12 | Passed | Passed | Approved |
| FRFrench | 12 / 12 | Passed | Passed | Approved |
| PTPortuguese | 12 / 12 | Passed | Passed | Approved |
Live operation
Live Operations maintains the production runbook and configuration record and brings quality samples, change evidence, incidents, and failover events into each operating review.
Reporting
Reviewers compare selected calls and records with the approved behavior and field map.
Live Operations records a dated version, test evidence, decision entry, and rollback path for each production change.
The runbook names incident contacts, routing responses, recovery checks, and record handling.
Customer Operations records priorities, decisions, and action owners from the shared review.
Trust controls
Use the Trust center to review current deployment controls, contractual commitments, and assurance limits in one diligence path.
Read the current assurance statement and available diligence documents.
Review how Security and Data Governance documents the hosting region, data path, access, and retention windows for an engagement.
Review caller notice, human routing, recording consent, and intent-boundary controls.
Review capacity failover and the terms that govern a forward availability target.
Bring the queue, current route, approved knowledge sources, and destination systems. We will use them to define the operating boundary and pilot record.