Voice and Chat
Your customers don't live on one channel some call, some text, some email, some message on WhatsApp and an agent that only answers the phone leaves most of them waiting. Voice and Chat is one agent across all of them: it makes and takes phone calls and holds conversations over email, WhatsApp, and SMS, trained on your rules, your policies, and your own materials so every answer is grounded in how your company actually works, and it knows when to hand off to a human.
What the work looks like today
Every channel is staffed and tooled separately phone in one system, email in another, WhatsApp and SMS wherever they landed and none of them share what your company actually knows. Answers depend on which agent picks up and whether they can find the right manual. After-hours contact goes unanswered, peak periods create queues on every channel at once, and the same question gets a different answer depending on where it was asked.
- Phone, email, WhatsApp, and SMS are handled in separate, disconnected tools
- Answers vary by whoever responds and what they can find
- After-hours and peak-time contact goes unanswered across every channel
- Company knowledge sits in manuals and catalogs no one has time to search
How the agent works
Reach on any channel
The agent makes and takes phone calls and holds conversations over email, WhatsApp, and SMS, so customers use whatever channel they prefer and get the same agent.
Ground every answer
It's trained on your rules and policies and on your operation manuals, processes, product catalogs, FAQs, and knowledge bases so responses reflect how your company actually works, not a generic script.
Identify & understand
It recognizes the person, pulls their history and context, and understands the request in natural language before responding.
Resolve or act
Within the bounds you set, it answers questions, books appointments, creates work orders, and completes routine requests across your systems.
Hand off with briefing
When something needs a human, it hands off with full context on voice it stays on the line and briefs the person, so the customer never repeats themselves.
Stay current
Update a policy or a catalog and the agent's answers update with it, so every channel stays consistent and in sync.
What the human does
You set the boundaries what the agent can resolve on its own, what always goes to a person, and which policies are non-negotiable. Anything above that line is handed to a human with a full briefing a spoken summary on calls, the thread on chat so no one gets a cold transfer. What the agent learns from your materials is reviewable, and updates ship under your control.
The work, in practice.
From zero to production in weeks.
Configure & train
Connect your phone, email, WhatsApp, and SMS channels, and train the agent on your rules, policies, manuals, catalogs, and FAQs.
Shadow mode
The agent drafts responses across channels for human review while you calibrate what it gets right.
Pilot lane
The agent handles one channel or request type autonomously; the team monitors quality and escalation accuracy.
Full coverage
The agent covers every channel end to end, with humans receiving only briefed escalations.
A live engagement running this pattern.
More case studies from the floor.
Let’s deploy
Voice and Chat.
30 minutes with our team. We’ll walk through your specifics the integrations, the failure modes, the shape of a 6-week pilot.