Assistants and knowledge
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ASSISTANTS AND KNOWLEDGE
Handle complex customer calls with voice agents
Let voice agents track context and intent across the whole call, verify the caller, complete permitted account actions and hand over to a person with a full summary when judgement is needed.
Industry
Telecommunications and service providers, Utilities, Financial services, Healthcare and life sciences, Travel and hospitality
Business function
Customer service, Operations and delivery
Business goal
Respond faster, Reduce manual work
Solution category
Assistants and knowledge, Agents and orchestration, Workflow and document automation
The opportunity
Many customers still call when an issue is urgent or complicated, but scripted voice automation handles only simple requests. Callers repeat themselves, transfers lose context and staff reconstruct the conversation before they can help.
How it works
- 01
Answer the call, verify the caller and identify the purpose using approved checks.
- 02
Track intent through the conversation and retrieve the account and policy context.
- 03
Complete permitted actions, confirm them with the caller and record the outcome.
- 04
Transfer calls that need judgement to an adviser with a structured summary.
What it needs
- Live call audio and verification rules
- Account context and permitted actions
- Service policies and escalation routes
What it produces
- Resolved routine requests with confirmations
- Structured handover summaries for advisers
- Call outcome and action record
Where people decide
Advisers take over calls that need judgement, vulnerability support or exceptions, and supervisors review samples of automated calls against agreed quality criteria.
Example application
A broadband provider lets a voice agent diagnose a connection fault and book an engineer visit, then transfers the caller's billing dispute to an adviser with the full call context.
What to measure
Evaluation measures to agree before release, not achieved results.
- Calls resolved without repeat contact
- Adviser acceptance of handover summaries
Next step
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