Voice and chat agents
Inbound and outbound agents that take the first tier of calls and chats, hand off to your people cleanly, and leave a transcript and a QA record behind.
Section 1 — voice and chat agents
Order status, appointment scheduling, collections reminders.
What it does
An agent answers or places the call, handles the cases it is scoped for, and hands off to your agent with the context intact when it should. The transcript, the summary and the disposition land in your ticket system, with the agent's approval where a person must sign off.
QA is part of the build, not an afterthought. A sample of every day's conversations is scored against the rubric you already use, and the scores are in the monthly report.
We take on voice work alongside a document or back-office process. A voice-only engagement has nothing to transfer at the end, so it is not a pilot we lead with.
Processes we have scoped this line for
- Order status and delivery queries
- Appointment scheduling and rescheduling
- Collections reminders with a hand-off to a person for any dispute
- Post-call summary and disposition into the ticket system, approved by the agent
- Chat first tier with hand-off, on the channels your client already runs
Section 2 — what it does
Recording and consent rules differ by country and by your client's contract. Confirm them per SOW with your legal team.
The agent never says it is a person. That is written into every scope.
How it runs
| Step | Stage | Who | What happens |
|---|---|---|---|
| 1 | Scope | System | The intents the agent handles, the ones it hands off, and the words it must never use, agreed in writing. |
| 2 | Conversation | Machine | The agent takes the call or chat within scope, with every turn transcribed. |
| 3 | Hand-off | Person | Your agent receives the conversation with the summary and the reason for the hand-off. |
| 4 | Disposition | Machine | Summary and disposition drafted into your ticket system, with a confidence figure. |
| 5 | Approval | Person | Your agent approves or corrects the disposition. Corrections feed the next evaluation run. |
| 6 | QA | Person | A daily sample scored by your QA team against your rubric. |
| 7 | Report | System | Hand-off rate, disposition accuracy and QA scores in the monthly report. |
Section 3 — how it runs
Steps 2 and 4 are the machine. Steps 3, 5 and 6 are people. The rest are system boundaries.
What the pilot builds
One process, two weeks, a fixed fee. Acceptance criteria are agreed before day one. Your reviewers work the queue. The report, the system and the code transfer to you.
| Process | What the pilot builds | What acceptance measures |
|---|---|---|
| Call summary and disposition | Post-call summary and disposition into the ticket system with agent approval | Disposition accuracy, draft acceptance rate by agents |
| First-tier chat with hand-off | Scoped intents, hand-off with context, transcripts and QA sampling | Containment within scope, hand-off quality as scored by your QA team |
Section 4 — the pilot
Voice pilots run alongside a document or back-office pilot. Targets are placeholders until the scope is written.
The pilot fee is fixed and quoted in the scope. placeholder — replace with the pricing model.
What you receive
- The agent configuration: prompts, intents, hand-off rules and the words it must never use
- Transcripts, summaries and dispositions in your systems, not ours
- The QA scorecards and the evaluation set
- Transfer of all of it at acceptance
- We never contact the BPO's client.
- The BPO sets the price.
- Everything we build transfers to the BPO.
Section 5 — what you receive
Everything we build transfers to the BPO.
We do not contact your clients. Ever.