Eligible Inbound Call Containment
Reported for eligible inbound calls, rather than every call received.
Implementation approach
Expanding Customer Service Capacity with AI Voice Agents
Xalta’s voice-agent material reports 92% containment on eligible inbound calls, turn latency below 400 ms and 24/7 coverage. The solution connects routine conversation handling with approved tools and transfers complex requests to an operator with the transcript and task context.
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Reported Voice Solution Metrics
Figures supplied for Xalta’s voice solution, with the eligible call scope retained.
Turn Latency
Reported speech-turn latency in the supplied voice solution material.
Service Coverage
Reported availability for the supported automated interactions.
Operator Handoff
The transcript and available task details accompany the transfer.
Workflow context
Workflow and Project Scope
The workflow applies to service teams handling recurring payer, member or customer interactions. Typical tasks include collecting request details, retrieving an approved status and passing complex enquiries to an operator.
The implementation scope is defined around eligible call types, the information the agent may access and the actions it may take. Telephony, enterprise-tool connections and human handoff are selected for the operating environment.
The challenge
Operational Challenges
Service teams need capacity for repeated enquiries while protecting the quality of interactions that require experience, judgement or access to sensitive information.
Repeated Routine Enquiries
Status questions and basic information collection consume time that could be used for more complex requests.
Transfers Without Context
Operators may receive a call without the details already collected in the conversation.
Separate Conversation and System Work
A service interaction often requires both understanding the request and retrieving or updating approved system information.
Inconsistent Review Records
Quality teams need a clear record of the conversation, actions and escalation outcome.
The solution
Solution Approach
A voice workflow combines speech handling, intent recognition and approved tool use with a defined operator transfer path.
The agent identifies the supported request, collects the required information and uses the permitted business tools. When a request falls outside scope or needs a person, it transfers the available conversation and task context.
Conversation Handling
Support natural speech, intent recognition and the information needed for the approved request.
Approved Tool Actions
Connect the interaction to the permitted status checks or business-system tasks.
Operator Transfer
Pass a transcript and relevant context when the enquiry needs human attention.
Quality and Evidence Records
Prepare conversation and action records for authorised service review.
Human Review and Operational Control
People retain sensitive decisions, disputed requests and interactions outside the approved scope. Consent, recording, redaction and retention requirements are defined for the specific deployment.
How it works
Workflow and System Integration
The stages below show the intended implementation path.
- 01
Connect the Call
Receive the inbound call or initiate an approved outbound interaction.
Configured telephony platform - 02
Identify the Request
Recognise the supported intent and gather the information needed for the task.
Speech and conversation layer - 03
Retrieve Approved Information
Use permitted tools to check the relevant business information.
Business-system integrations - 04
Complete the Supported Task
Provide the response or perform the action allowed by the workflow.
Tool permissions + dialogue rules - 05
Transfer When Required
Pass the transcript and task context to a human operator.
Operator handoff - 06
Record and Review
Retain the configured conversation and action records for quality review.
Review and AgentOps records
Implementation approach
Implementation Approach
The delivery approach begins with a narrow set of eligible interactions and defined boundaries for tool use, escalation and recording.
Define the Call Scope
Agree the supported intents, information sources, prohibited actions and operator escalation points.
Connect Telephony and Tools
Select the voice platform and integrate approved business-system actions and transfer routes.
Validate and Improve
Evaluate supported conversations and handoffs, then review operational quality through the agreed monitoring process.
Interaction Boundaries
Coverage depends on supported call types, permitted data access and the ability to transfer requests to the right team.
Platforms, Technology and Architecture
Platform options and integration layers are selected around the agreed scope.
- Telephony options
Azure Communication Services / Amazon Connect
Examples in Xalta’s portfolio; the project platform must be selected for the client.
- Conversation options
Google CCAI or custom voice stack
Speech, intent handling and dialogue are configured for supported interactions.
- Business tools
Approved system integrations
Provides the information and actions allowed within the call workflow.
- Human oversight
Operator handoff
Transfers the conversation and relevant task information to a person.
- Operations
Recording, redaction and AgentOps
Supports configured evidence retention, quality review and improvement.
Reported solution performance
Reported Performance and Service Impact
The supplied solution figures combine 92% eligible inbound containment, turn latency below 400 ms and 24/7 coverage. Evaluation should retain the same eligible-call definition and record handoff quality, tool-action correctness and operating conditions.
| Workflow measure | Reference workflow | Reported solution approach | Reported solution metric |
|---|---|---|---|
| Eligible call handling | Operators handle supported routine enquiries as part of their normal call workload. | The supplied solution material reports 92% containment for the eligible inbound scope. | 92%Eligible Inbound Call Containment |
| Conversation response | Response performance depends on the voice stack, system actions and call conditions. | The supplied voice solution reports turn latency below 400 milliseconds. | <400 msTurn Latency |
| Operating coverage | Routine call handling follows the available staffing model. | The solution supports round-the-clock handling for configured call types. | 24/7Service Coverage |
| Escalation context | Callers may need to repeat information when a request is transferred. | The operator receives the transcript and relevant workflow context. | Full contextOperator Handoff |
92% Containment Within the Eligible Scope
The reported rate concerns supported inbound interactions. Complex, sensitive or out-of-scope requests retain a human transfer path.
Continuous Coverage with Context Transfer
The solution combines 24/7 automated handling with transcript and task-context handoff when an operator is required.
Related offerings
Related Solutions and Services
Explore the solution, supporting service and industry context for this workflow.
AI Voice Agents
Support defined voice interactions and operator handoff.
AI Agents & Document Processing Services
Connect agents to approved tools and business workflows.
Healthcare & Life Sciences Automation
Support healthcare service and administrative operations.
Discuss a Similar Requirement
Share the call types, systems and transfer rules your service team uses. We can define an eligible starting scope and the measures needed to evaluate it.
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