Take guest calls with all-party consent captured before audio reaches a model, disclose the automation on the first turn, and keep a person one utterance away in each language answered.
Capturing all-party consent at the top of the call, before audio reaches any model at all.
02
Disclosing on the first turn that the caller is speaking with an automated system, not a person.
Reason
03
Answering the question 'am I talking to a robot?' truthfully, in the same turn it is asked in.
04
Routing audio only to models with no path to shared training, as a tested and evidenced control.
05
Detecting the language spoken, and handing to a person where it is one the suite has not covered.
Decide
06
Holding relay, TTY and long-silence calls for a person rather than timing the caller out.
07
Escalating to a named colleague in one utterance, in each language the agent answers in.
Out
08
Retaining the call, the disclosure, the consent state and the words actually spoken.
09
Executing write actions only inside the approval boundaries agreed during implementation.
→Product statement
The agent handles the call; a named colleague takes over on request, and the operator owns every word the agent said.
Example workflow
One call, consent to handover
AgentHuman
1Call receivedReservations line, property switchboard, service number or a callback
2Consent and context assembledConsent state, disclosure given, language detected and the booking or stay on file
3Answer spokenSpoken answer, its source, confidence
4Controls appliedConsent checks, disclosure checks per market, language-coverage checks and confidence threshold
No human action required
Stages 1 to 4 run unaided, and nothing is committed at any of them — the agent is answering, and the colleague's lane opens at the confidence gate.
5DecisionBranches at the confidence threshold
High confidence
Stays with the agent, handover one word away.
Low confidence
Hands to a colleague on the floor.
Colleague takes over
The call is passed with its transcript, its flagged lines and the confidence.
Take over · Coach · Escalate to the floor lead
Handled — the caller has an answer▼
6Contact systems updatedOnly where write access and approval policy allow it
7Outcome evaluatedHandover rate, flagged-line outcomes, language coverage and post-call corrections
Handovers
Every colleague handover is counted in the evaluation.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required8 items
Recording a call before consent has been captured.
Continuing in a language the suite does not cover.
Telling a caller it is a person when it is asked.
Placing an outbound call without prior consent.
Automation boundaryAgent acts unaided
✓Capture consent and disclose the automation on.
✓Answer from the booking or stay record, and name that record.
✓Detect the language and say which ones have been evaluated.
✓Flag what a person must weigh, and pass the call to them.
Any write happens inside the boundaries agreed at implementation, never ahead of approval.
Deciding that a relay or a TTY call may be dropped.
Settling a complaint, a refund or a goodwill waiver.
Sending guest audio anywhere it may train a model.
Changes to consent, retention or language rules.
Example output
One call, annotated
Everything the agent says on a call is attached to the consent and the record behind it.
Voice output · single callIllustrative example
Call
Spoken line
Time to a person
Source of record
Confidence
Attribution
Inbound, Spanish
Confirmed the arrival date held on the booking, then offered a colleague
22 sec
Booking record on file
87%
Property and automated system
As receivedTaken from the consent state and the booking record on file — nothing on this side is written by the agent.
Records usedAll-party consent stateBooking record on fileEvaluated language set
Why this wordingIt says which record the date came from, and offers a person rather than improvising.
ActionTake overCoachEscalate to the floor lead
What the score decidesBelow the configured threshold the call is passed to a colleague before the answer is spoken.
Value
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value landsValue 01 – 04
Every callFrom the consent state
03Answering
Answer from the record
Draw on the booking or stay on file, your approved answers, and the disclosure each market you dial into requires.
01Approved path
Disclose it before you record
Routine calls are handled with the disclosure given and the consent already captured.
02Human review
Send handover to the hard calls
Relay calls, unevaluated languages and low-confidence turns go to a colleague — disability access and language access are different duties, and neither stands in for the other.
04Build an evidence trail
The call, the disclosure and consent recorded for it and the person who took over stay together.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
Break the call-quality figure down before you trust it. Split it by language, by consent state and by how the caller reached the line The cohorts that carry it are named, not averaged away..
Slice performance — reported separately, not only in aggregateIllustrative example
Slice
Failure rate
Lift
Lift vs. threshold
Status
Relay and TTY calls
5.1%
3.9×
Review
Unevaluated languages
2.9%
2.2×
Review
Code-switched speech
2.2%
1.7×
Watch
Plain English enquiries
0.8%
0.6×
Normal
Bar: colleague-handover-rate lift vs. plain-English baseline · scale 0–4.0× · tick marks the 2.0× review threshold2 of 4 slices over threshold
Evidence-linked improvement
The cycle ends in a standing test
Explaining a bad call does not close the cycle. A standing regression case does, and that suite is what the next call handled is measured against.
Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn
01Detect
Colleague-handover rate rises in a call slice.
02Diagnose
Within the same shift, the recordings, the transcripts and the consent states behind them are read until the cause narrows to one.
03Improve
The fix is versioned against the calls that produced it.
04Verify
The release stops until every affected case is passing.
05Learn
The case stays in the suite, and the calling rules are amended.
Learn → DetectThe return edge. The following cycle begins against a longer suite.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, sources, calling workflow, evaluation, integration, then production validation and handover.
WorkstreamWeek 1Week 2Week 3Week 4Week 5Week 6
01Call handling workflow discovery and boundary setting.
02Contact-platform and telephony assessment.
03Consent, disclosure and language-coverage rule mapping.
04Call ingestion and consent capture.
05Answering logic and record binding.
06Confidence scoring and handover routing.
07Colleague handover workflow.
08Contact-platform and telephony integration.
09Disclosure and language cases.
10Guardrails and consent controls.
11Call-trail instrumentation.
12Deployment, documentation and Agent Care handover.
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallelFinal scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
Capability✓ in scope · — not at this tierPilotOne line, one languageProductionProduction contact platformsAdvancedMultiple markets / languages
Introduced at Pilot
Answering from your records✓✓✓
Colleague handover✓✓✓
Call-quality baseline✓✓✓
Introduced at Production
Reporting by language—✓✓
Approval workflow in your systems—✓✓
Approved write-back—✓✓
Contact-platform integration—✓✓
Introduced at Advanced
Multi-market consent rules——✓
Multi-stage floor approvals——✓
High call volume——✓
Multi-market calling controls——✓
Build priceFrom $5,000From $8,000Custom quote
Final build priceConfirmed after discovery based on integrations, workflow complexity, transaction volume, approval controls and deployment requirements.
Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bringWe build with it
01Your consent posture and recording policy→Call ingestion and consent-state captureWeek 1
02Calls you have already handled→Answering baseline, language scoping and record bindingWeek 2
03The languages you need, and who covers the rest→Consent, disclosure and language-coverage rule mappingWeek 1
04Access to relevant APIs, feeds or exports→Contact, telephony and property assessment, then integration setupWeek 2
05Calls you would not want replayed→Language cases and the evaluation suiteWeek 4
06What audio may never be used for→Confidence scoring, handover routing, guardrails and consent controlsWeek 3
07Named colleagues to take handed-over calls→Handover workflow, then pilot and production validationWeeks 5–6
Nothing else is requiredDeployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
Phases occupy the weeks the work really needs, so week 5 runs evaluation and launch side by side.
PhaseW1W2W3W4W5W6
DiscoveryW1
BuildW2 – W3
EvaluateW4 – W5
Pilot & LaunchW5 – W6
Week focusW1Call workflow discovery, consent mapping and the automation boundaryW2Source integration and the answering baselineW3Calling workflow, confidence logic and handover controlsW4Language cases, consent guardrails and failure-mode testingW5Contact-platform integration, pilot calls and targeted correctionsW6One contact period run under the centre team, then handover
Reading the bandThe bars follow real work rather than a plan, which is why week 5 carries two kinds rather than padding.
At the end of W6The period closes validation and Agent Care picks up the monitoring.
DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Travel & Hospitality AI agent
Build a voice agent around consent, architecture and the person behind it.
A court let eavesdropping claims run against a cloud contact-centre AI because it could use call audio to improve a model, with nothing alleged about whether it ever did. So bring what a contract cannot supply: a diagram of where the audio actually goes, the states your callers dial from, and the languages you would stand behind. California's bot statute reaches only what happens online; Maine's reaches a voice, and the European transparency duty is in force now.
