Agents that take the call, and systems that read every call your people take.
Two things, on one discipline. A voice agent that answers the line at any hour, follows a caller who switches from Hindi to English mid sentence, and has the ticket written before they hang up. And a call analytics system that reads every call your team takes, scores both sides, and hands them a review queue in risk order instead of a sample.
What it covers
Real conversation handling
Barge in, pauses, interruptions, and language switching inside one sentence. The difference between an agent people stay on the line with and one they hang up on.
Phone, WhatsApp and chat on one core
A ticket from a call and a ticket from a chat are the same object. One set of rules, one log, one place to look.
Warm transfer with context
When a person is needed, the agent hands over to a named person with the conversation carried across, along an escalation chain with a fallback.
Every call kept with its record
Recording, transcript and summary attached to the ticket, read by the person who resolves it. Their corrections are the accuracy measurement.
Every call read and scored
A system that reads every call your team takes, on the customer side and the adviser side, and ranks them by risk. A sample only finds what you suspected; reading everything finds the call nobody thought to open.
Checks in plain English, coaching from the call
A new quality or compliance check is one sentence, deployed once and run on every call from then on. Each score is pinned to the moment in the transcript that produced it, so coaching points at the exact thing.
How we do it
Sit in on the line first
We listen to how support or sales actually runs before designing anything. The opening line, the detours, the moment people give up, the check that only a person would catch.
Adaptive, not scripted
The agent decides what to ask next from the whole conversation, the way a trained support person does, rather than walking a fixed tree that cannot reconsider.
Your QA becomes the checks
For call scoring, your own scripts and procedures come across as plain English instructions, marked three ways: said word for word, covered in your own words, or left to the adviser. Your QA lead reviews calls beside the system and tells us where it is wrong, with the reason.
Staged rollout, tuned on real calls
Internal staff first, then a slice of real callers, then the whole line. Every stage is judged on real calls, and the corrections people make feed tuning from launch day on.
A flag is a candidate, not a verdict
Every score carries its evidence. A person confirms it, the team keeps its own judgement, and nothing is reported to a regulator or anyone else on its own.
- 1
Sit in on the line first
We listen to how support or sales actually runs before designing anything. The opening line, the detours, the moment people give up, the check that only a person would catch.
- 2
Adaptive, not scripted
The agent decides what to ask next from the whole conversation, the way a trained support person does, rather than walking a fixed tree that cannot reconsider.
- 3
Your QA becomes the checks
For call scoring, your own scripts and procedures come across as plain English instructions, marked three ways: said word for word, covered in your own words, or left to the adviser. Your QA lead reviews calls beside the system and tells us where it is wrong, with the reason.
- 4
Staged rollout, tuned on real calls
Internal staff first, then a slice of real callers, then the whole line. Every stage is judged on real calls, and the corrections people make feed tuning from launch day on.
- 5
A flag is a candidate, not a verdict
Every score carries its evidence. A person confirms it, the team keeps its own judgement, and nothing is reported to a regulator or anyone else on its own.
What you get
- A voice agent on your existing number, and the same agent on WhatsApp or chat
- Ticket creation and routing into your systems, with status updates to both sides
- Warm transfer to named people, with a fallback
- Call analytics on your recordings: every call scored on both sides, a risk ordered review queue, a quality index per adviser
- Recordings, transcripts and summaries in your own cloud and region, personal information stripped before any model sees them
- An accuracy measure built into the resolution or review workflow
Where we have done it
Talent Carriage: HR support for more than 50 companies, answered in Hindi, English or both, on phone and WhatsApp. Live since August 2026; 40 of the first 41 tickets needed no correction.
Talent CarriageLife Insurance Direct: the call quality system we built for them reads every sales call on both sides and queues them by risk. 9,218 calls in four months, 26 checks on each, where hand picking reached two to five in a hundred. It runs in their own cloud, in Australia.
Life Insurance Direct
Questions we get asked
We do not want a voice agent. We want to understand the calls we already take.
Then it is the call analytics system on its own. It connects to your recordings, reads every call, applies your checks, and gives the team a queue in risk order. No agent on the line, and nothing changes for your callers.
Which languages?
What happens when the caller refuses to talk to a machine?
Is call scoring a compliance tool or a coaching tool?
What does it run on?
Also under ai engineering
Talk it through
Tell us what you need from voice and conversational ai.
Thirty minutes with one of our architects. We will tell you whether it is a pilot, a build, or not worth doing yet.