Answer every call without adding headcount

The pipeline is speech-to-speech, or speech-to-text into a model into text-to-speech, tuned end to end for latency, with barge-in handling so a caller can interrupt naturally. Every call produces a transcript and a structured outcome record. Escalation is engineered, not an afterthought: defined triggers move the caller to a human with the transcript attached.

In production the numbers that matter are containment rate — calls resolved without a human — transfer quality, and what callers did next. We ship call-review tooling so you can listen, read, and correct, because reviewing real calls is how a voice agent improves, and how you stay comfortable with what it says on your behalf.

Scoping starts with your call logs. We listen to a sample of recorded calls, or sit with the front desk for a day, and sort what comes in by type, volume, and what it takes to resolve. That tells us which call types the agent should own first and which should route straight to a person. The trade-offs are mostly about latency and control. A speech-to-speech model responds faster and sounds more natural but is harder to constrain; a text pipeline in the middle is easier to test and audit but adds delay. We choose per call type, and we keep the decision reversible.

What goes wrong on real phone lines is rarely the conversation itself. It is background noise on a shop floor, a caller reading a part number with letters and digits the transcriber confuses, a business-hours rule that forgot a holiday, or a transfer that drops because the phone system was misconfigured. We design against those with recorded test calls that replay through the full stack before each release, explicit confirmation for anything the caller spells out, and monitoring on transfer success. Handover includes the call flow definitions, the test call library, and a runbook for changing hours, adding a call type, or pausing the agent.