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AI Systems / xvoice

Turn voice intoan operationalinterface.Turn voice into an operational interface.

Xvoice builds voice agents that understand conversations, query business systems, take authorised actions and escalate to people with the context already captured.

The conversation does not end with an answer. It can end with an action.
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Conversation score
CallIntentContext Permission Before any action
AnswercompleteAuthorized actionConfirm → verifyHuman handoffwith context

Three conditional resolutions. A call may end at Answer.
Escalation is a branch, not a stage.

Capability inventory — not a mandatory five-step call

Capability inventory — not a mandatory five-step call

  1. Listen
  2. Understand
  3. Act
  4. Confirm
  5. Escalate
  1. Listen
  2. Understand
  3. Act
  4. Confirm
  5. Escalate

02What Xvoice means

Answering a call is only the beginning.

A voice system can answer questions, identify a customer, check an order, find availability, create a booking, update a record or open a case. Xvoice connects the conversation to the operation behind it.

Answer is one valid result. Authorized action is another.Identification only when the action requires it
  1. Call
  2. Understand
  3. Identify context
  4. Query system
  5. Decide
  6. Act / Transfer
  7. Confirm
AnswerERPCRMCalendar

Queried only when the answer needs system data

03When Xvoice is useful

When the phone is still part of the process.

Telephone operations registerSix situations
  1. 01
    Missed calls

    Calls arrive while the team is busy.

  2. 02
    Repeated questions

    Much of the conversation is predictable.

  3. 03
    System lookups

    Answering requires ERP, CRM or calendar data.

  4. 04
    Call-to-action

    The conversation should finish with an action.

  5. 05
    After-hours

    The operation needs continuity outside business hours.

  6. 06
    Handoffs

    A person steps in only when needed.

04Capability

From answering correctly to operating a complete function by voice.

  1. 01
    Information · context capturedno system write

    Answer

    Answer, capture context and transfer when needed.

  2. 02
    One permitted system actionconfirm before · verify after

    Act

    Contextual conversation with authorised system actions.

  3. 03
    Routing · exceptions · follow-upA business function by voicescope agreed — not blanket authority

    Operate

    Broader operating responsibility with routing, exceptions and follow-up.

Answer → Act → Operate

Responsibility grows. Authorization is always agreed scope.

05Architecture

A good conversation also needs architecture.

Conversation-to-operation specification — seven dimensions, not seven stagesPermission before any system change
01Intent

What the person is trying to accomplish.

02Context

What we know about the customer, order, appointment or case.

03Knowledge

Which information the system may use.

Understanding the request

Authorized action boundary

04Actions

Which systems it can query or modify.

05Confirmation

What must be verified before acting.

06Exceptions

What must not continue automatically.

Confirm required details → execute → verify → confirm outcome

07Handoff

How to pass the conversation to a person without starting over.

Context packet

  • Caller
  • Intent
  • Context
  • Completed actions
  • Reason for escalation

Field names only. Coral = a person is needed.

06Act or transfer

The system must know when to act and when to transfer.

A conditional decision — three branches · Lime after verification · coral only when a person is needed
Request
Can answer?
  1. Answer
  2. Complete
Can act with authorization?
  1. Confirm details
  2. Execute
  3. Verify
  4. Confirm outcome
Failed execution → exception → handoff
Human handoffOtherwise, or when not permitted. The person receives the context packet.

The handoff should include the caller, intent, context, actions already completed and reason for escalation.

07Evaluation

We measure whether the call resolved the work.

Criteria — not measured results

  1. Call
  2. Decision
  3. Work resolved

Resolved work — by answer, action or a good handoff.

  1. Six dimensionsWhat we evaluate
  2. 01
    Completed tasks.
  3. 02
    Successful handoffs.
  4. 03
    Action errors.
  5. 04
    Latency.
  6. 05
    Containment.as supporting metric
  7. 06
    Cost per useful conversation.

08Composition

Voice may be the interface. The complete system sits behind it.

A possible architecture — layered, optional capabilitiesXvoice → Xmind → Xagents → Xflow → CRM / ERP / Calendar / Email
  1. InterfaceXvoiceunderstands conversational intent
  2. ContextXmindoptionally supplies governed context
  3. DecisionXagentsoptionally performs bounded decisions
  4. OrchestrationXflowoptionally orchestrates authorized actions
  5. Systems of record
    CRMERPCalendarEmail
    remain the systems of record

09Availability

When the phone is operational, availability matters.

An Answer implementation may be straightforward to build yet require Critical Runtime when it handles a main commercial phone line. Telephony, model and infrastructure usage is quoted separately where applicable. Runtime does not include unlimited calls.

Build responsibility — EngineeringAnswerStraightforward to build.
Operating criticality — RuntimeMay require Critical RuntimeA main commercial line is critical regardless of build scope.

Two different decisions. No availability figures implied.

Explore Runtime →

10 / Start a project

The conversation does not end with an answer. It can end with an action.

Start a project →
Heard. Resolved.

02 / What Xvoice means

Answering a call is only the beginning.

A voice system can answer questions, identify a customer, check an order, find availability, create a booking, update a record or open a case. Xvoice connects the conversation to the operation behind it.

  1. Call
  2. Understand
  3. Identify context
  4. Query system — ERP / CRM / Calendar
  5. Decide
  6. Answer
  7. Confirm → Act / Transfer

03 / When Xvoice is useful

When the phone is still part of the process.

  1. 01
    Missed calls

    Calls arrive while the team is busy.

  2. 02
    Repeated questions

    Much of the conversation is predictable.

  3. 03
    System lookups

    Answering requires ERP, CRM or calendar data.

  4. 04
    Call-to-action

    The conversation should finish with an action.

  5. 05
    After-hours

    The operation needs continuity outside business hours.

  6. 06
    Handoffs

    A person steps in only when needed.

04 / Capability

From answering correctly to operating a complete function by voice.

  1. 01

    Answer

    Answer, capture context and transfer when needed.

  2. 02

    Act

    Contextual conversation with authorised system actions.

  3. 03

    Operate

    Broader operating responsibility with routing, exceptions and follow-up.

Responsibility grows. Authorization is always agreed scope.

05 / Architecture

A good conversation also needs architecture.

Understanding the request
  1. 01
    Intent

    What the person is trying to accomplish.

  2. 02
    Context

    What we know about the customer, order, appointment or case.

  3. 03
    Knowledge

    Which information the system may use.

    Authorized action boundary
  4. 04
    Actions

    Which systems it can query or modify.

  5. 05
    Confirmation

    What must be verified before acting.

  6. 06
    Exceptions

    What must not continue automatically.

  7. 07
    Handoff

    How to pass the conversation to a person without starting over — caller, intent, context, completed actions, reason.

06 / Act or transfer

The system must know when to act and when to transfer.

Can answer?

Answer → Complete.

Can act with authorization?

Confirm → Execute → Verify → Complete.

Otherwise

Human handoff, with the context packet.

The handoff should include the caller, intent, context, actions already completed and reason for escalation.

07 / Evaluation

We measure whether the call resolved the work.

Six dimensions
  1. 01
    Completed tasks.
  2. 02
    Successful handoffs.
  3. 03
    Action errors.
  4. 04
    Latency.
  5. 05
    Containment.as supporting metric
  6. 06
    Cost per useful conversation.

Resolved work — by answer, action or a good handoff.

08 / Composition

Voice may be the interface. The complete system sits behind it.

  1. Xvoiceunderstands conversational intent
  2. Xmindoptionally supplies governed context
  3. Xagents / Xflowoptionally performs bounded decisions; optionally orchestrates authorized actions
  4. CRMERPCalendarEmail
    remain the systems of record

09 / Availability

When the phone is operational, availability matters.

An Answer implementation may be straightforward to build yet require Critical Runtime when it handles a main commercial phone line. Telephony, model and infrastructure usage is quoted separately where applicable. Runtime does not include unlimited calls.

AnswerStraightforward to build.
May require Critical RuntimeA main commercial line is critical regardless of build scope.

Two different decisions. No availability figures implied.

Explore Runtime →

10 / Start a project

The conversation does not end with an answer. It can end with an action.

Start a project →