Realtime conversation
Support multi-turn speech, voice activity detection and interruption handling.
Agentic AI for Live Call Operations
AI Voice Agents
Handle routine conversations and approved system tasks through a voice workflow that knows when to bring in a person. Xalta designs inbound and outbound agents for payer, member and enterprise operations, connecting realtime speech, approved tools and live handoff. Keep call context, action results and review records connected throughout the interaction.
Approved system actions
Retrieve permitted information and execute defined tasks through controlled tools.
Contextual handoff
Transfer unresolved or sensitive calls with the transcript, action history and next step.
Operational oversight
Review latency, task outcomes, escalation patterns and recording controls.
Operational challenges
Challenges
Call volumes change faster than staffing capacity. A caller may need information from several systems, a multi-step payer interaction or a handoff that preserves the conversation. Scripted menus and disconnected tools make those requests harder to complete consistently.
Capacity and coverage gaps
Routine enquiries, after-hours demand and outbound follow-up compete for the same trained staff. Teams need a way to absorb eligible work while keeping specialist capacity available for complex, disputed or sensitive interactions.
Operational impact: longer queues and variable service availability.
Conversations cross systems
A useful answer can depend on a member record, eligibility response, claim status or appointment system. When the conversation and application work are separated, operators repeat checks and callers repeat the same information.
Operational impact: extra handling time and repeated context gathering.
Menus cannot carry the context
Multi-turn requests involve clarification, interruption and changes in intent. A fixed menu cannot reliably replace an interaction that must gather missing details, use a tool and decide whether a person should take over.
Operational impact: avoidable transfers and abandoned self-service journeys.
Oversight is fragmented
Transcripts, recordings, tool actions and operator follow-up may sit in separate places. Teams struggle to explain a failed interaction or evaluate a prompt change without a consistent record and a representative test set.
Operational impact: slower investigation and uneven quality review.
Agentic AI for Live Call Operations
How It Works
Each call follows an agreed set of intents, tools, permissions and escalation rules. The agent manages the conversation; authoritative systems provide the business facts and action results.
Connect & establish context
Accept the inbound call or initiate an approved outbound journey through the selected telephony platform. Apply the configured opening, disclosure and identity steps, capture the caller’s intent and establish which information and actions the agent may use.
Converse & use tools
Use the selected realtime speech and conversation runtime to clarify the request. Call approved APIs or configured portal workflows for eligibility, prior-authorisation, claims-status or scheduling tasks, within the permissions and confirmations defined for that use case.
Resolve or transfer
Explain the result, confirm any permitted action and determine whether the task is complete. Route low-confidence, unsupported, disputed or sensitive work to an operator, carrying the transcript, relevant tool outputs and reason for escalation.
Record & evaluate
Write the call disposition and agreed business-system updates. Apply the recording, redaction and retention configuration, then evaluate latency, eligible self-service completion, tool errors and handoff quality through the AgentOps review process.
Solution capabilities
Solutions
The solution combines a conversational runtime with controlled access to business systems and an operating layer for review. Configure the intents, languages, identity steps, actions and handoff rules around the work your team is prepared to delegate.
Realtime model and speech runtime
Realtime speech and turn handling
Configure voice activity detection, interruption handling and conversational turn-taking for the chosen runtime. Evaluate speech quality and end-to-end response latency under representative call, network and tool conditions.
Operational example
Measure caller silence, model response and downstream tool time as separate parts of the interaction.
Configured conversation and intent policies
Intent and dialogue management
Define supported intents, required information and the questions used to clarify a request. Keep the current task and caller context available across multiple turns, with explicit paths for ambiguity, unsupported requests and changes in intent.
Operational example
Move from a claims-status enquiry to the approved follow-up path without losing the caller’s reference.
API integration and bounded automation
Tool-using business workflows
Connect the agent to approved APIs, EHR or payer systems and configured portal tasks. Restrict tools to the permitted operations, validate inputs and capture the actual action result before the agent reports completion.
Operational example
Retrieve an eligibility result from the authorised source rather than inferring it from conversation history.
Contact-centre routing and context transfer
Operator handoff with context
Transfer the conversation when the caller asks, an escalation rule applies or the task cannot be completed safely within scope. Preserve the transcript, relevant reference data, attempted actions and escalation reason for the receiving operator.
Operational example
Send an unresolved prior-authorisation enquiry to the correct queue with the checks already performed.
Client-approved recording and access design
Recording and data controls
Configure disclosure, consent handling, recording, redaction, access and retention requirements with the client’s governance team. Evaluate healthcare, payment-data and outbound-calling requirements as part of the complete operating design.
Operational example
Retain the permitted audit evidence while applying the configured treatment of sensitive call content.
Evaluation suite and operating dashboard
AgentOps and call evaluation
Evaluate supported intents, interruptions, tool failures, escalations and sensitive-data scenarios before rollout. Review sampled calls and changes against the agreed acceptance set, monitoring latency, eligible completion and quality separately.
Operational example
Test a prompt or tool change against the same call scenarios before expanding production traffic.
Platforms, tech stack and architecture
Integrations & Architecture
The supplied platform portfolio includes Azure Communication Services, Google CCAI, Amazon Connect and custom telephony. Select the contact-centre and model configuration around your existing call estate, performance needs and data requirements. These are deployment options; the final stack and interfaces are agreed during design.
Platforms and technical architecture
The layers below identify the technology, its role and the configuration decisions for the agreed deployment.
| Workstream | Platform / technology | Architectural role | Client configuration |
|---|---|---|---|
| Telephony and routing | Azure Communication Services, Google CCAI, Amazon Connect or custom telephony. | Call ingress and egress, routing and live operator transfer. | Existing numbers, carrier access, queues, outbound policy and transfer interfaces. |
| Speech and conversation | Selected realtime speech/model service; Xalta’s AI ecosystem includes Azure AI, OpenAI, Google Vertex AI and AWS AI services. | Speech input/output, dialogue state, VAD and barge-in where supported by the chosen runtime. | Voice, languages, hosting, runtime capabilities and measured latency. |
| Tools and business systems | Approved REST APIs and enterprise integration; A360, UiPath or Power Automate where a scoped portal task requires automation. | Controlled eligibility, prior-authorisation, claims-status or EHR actions. | Tool permissions, identity checks, confirmation gates and application access. |
| Evidence pipeline | Configured recording, transcription, redaction and client-approved storage. | Connect conversation evidence, tool actions and call disposition. | Consent policy, access, retention, sensitive-data treatment and storage location. |
| Operating layer | AgentOps dashboard, evaluation fixtures and client contact-centre reporting. | Track call quality, tool reliability, escalation and service measures. | Acceptance scenarios, review ownership, monitoring and release controls. |
Call scope
Supply priority intents, supported actions, escalation rules and representative call journeys.
System and telephony access
Agree the selected contact-centre platform, approved tools and interfaces for live handoff.
Acceptance measures
Define latency measurement, the eligible self-service population, coverage windows and quality gates.
Applied workflows and success measures
Use Cases
The measures below are proposed programme targets or scope definitions. Establish the baseline, eligible workload and acceptance criteria during discovery. The workflow example describes the intended application and the evidence to evaluate in a pilot.
Programme target
<400 msTurn-latency target
Proposed turn-latency target for the agreed measurement boundary; confirm how network, speech processing and tool calls are counted.
Programme target
92%Eligible self-service target
Proposed completion or containment target for a defined set of eligible inbound calls; validate quality and successful resolution alongside containment.
Programme target
24/7Coverage design target
Proposed operating coverage, subject to the selected platform, downstream availability and contracted support arrangements.
Reference use case · Proposed configuration
Member and payer call operations
A reference workflow for routine enquiries and contextual handoff.
Operating context
A service team handles repeat eligibility, claims-status and appointment enquiries while operators resolve complex or sensitive requests.
Reference design
The reference design combines telephony, realtime conversation, approved system tools and operator routing. Routine eligible work can follow a defined self-service journey, with the transcript and tool history retained when an operator takes over.
Acceptance measures
- Confirm task completion against the business-system result.
- Measure handoff quality and the context available to the receiving operator.
- Validate latency, eligible self-service and operating coverage in the agreed pilot.
Delivery and operations
Implementation & Support
Start with a defined workstream and an agreed baseline. Configure the selected platform and integrations, validate representative and exception scenarios, then release in controlled stages with named operating owners.
Define the call scope
Map intents, callers, identity steps, tool actions and operator queues. Agree the eligible call population and measurement boundaries.
- Xalta delivers
- Conversation map, tool scope and evaluation plan.
- Your team provides
- Call examples, service owners, policies and baseline measures.
Acceptance checkpoint
The agreed evidence, ownership and readiness criteria for this stage are accepted.
Configure & integrate
Connect telephony and approved tools, configure speech and dialogue policies, and implement context-preserving escalation.
- Xalta delivers
- Configured runtime, tool contracts and operator handoff.
- Your team provides
- Platform access, identity rules and receiving-team ownership.
Acceptance checkpoint
The agreed evidence, ownership and readiness criteria for this stage are accepted.
Evaluate & pilot
Exercise representative calls, interruptions, ambiguity, tool failures and sensitive-data cases. Release limited traffic and review complete outcomes.
- Xalta delivers
- Evaluation evidence, pilot controls and operator walkthroughs.
- Your team provides
- Call review, business acceptance and pilot authorisation.
Acceptance checkpoint
The agreed evidence, ownership and readiness criteria for this stage are accepted.
Operate & improve
Monitor quality, latency, tool reliability and escalation. Evaluate changes before widening supported intents or traffic.
- Xalta delivers
- AgentOps review, incident handling and controlled changes.
- Your team provides
- Quality decisions, operating ownership and approval of expansions.
Acceptance checkpoint
The agreed evidence, ownership and readiness criteria for this stage are accepted.
Related work and solution references
Case Studies
Explore the solution reference and related documented delivery examples. The reference card describes the solution approach; client results are attributed to the specific adjacent examples.
Solution reference · Agentic AI for Live Call Operations
AI voice agent customer service
Conversation to action
Solution reference; evaluate the agreed deployment scope
A solution reference for inbound or outbound calls using realtime conversation, approved tools and contextual operator handoff. Targets are established through evaluation of the selected call journeys.
Explore the reference
Healthcare · Remittance operations
EOB payment posting
Scanned EOBs to EDI 835
Documented healthcare implementation
OCR, payer-data normalisation, adjustment mapping and transaction balancing supported remittance reconciliation and downstream payment-posting workflows, with unresolved records routed to review.
Read case study
Financial services · Document operations
UCC filing and attorney invoices
Connected to the ERP
Republic Finance implementation
Reusable extraction and form-generation components supported state-specific filing. The related attorney invoice workflow applied business and accounting rules, with non-conforming transactions sent for human review.
Read case studyPlanning your deployment
FAQs
Questions about platform choices, operating scope, integration and acceptance.
Which voice platforms do you work with?
The supplied platform portfolio lists Azure Communication Services, Google CCAI, Amazon Connect and custom telephony. Xalta selects the integration and conversation runtime around the client’s existing contact-centre estate, performance requirements and data controls. Model providers and hosting are confirmed in the deployment design.
What can the agent do in payer or member operations?
The initial scope can cover defined eligibility, claims-status, prior-authorisation enquiry, scheduling or notification journeys. Each journey specifies the information available, actions allowed, confirmations needed and point of human escalation. Access to EHRs, payer portals and other systems is assessed rather than assumed.
Is sub-400 ms latency guaranteed?
The under-400 ms figure is a proposed design target. Speech detection, model response, carrier and network time, and external tool latency affect the complete interaction. The pilot establishes the measurement boundary and validates performance for representative call and tool conditions.
How is the 92% self-service rate measured?
Define the eligible inbound intents, successful-resolution criteria, exclusions and measurement period before evaluation. Report completion and quality alongside containment and escalation. The supplied 92% figure is a target for that agreed population, not a result attributed to an unnamed client.
Can a caller interrupt or ask for a person?
Interruption and barge-in behaviour are configured and tested for the selected runtime. The agent supports an agreed path to a live operator, including caller-requested transfer, with the conversation and relevant tool outcomes passed to the receiving workflow.
How are HIPAA, PCI and TCPA requirements handled?
The relevant requirements are reviewed with the client’s governance and legal teams alongside identity, disclosure, consent, recording, data access, redaction and retention. The approved controls are implemented across the chosen platforms and operating procedures, then evaluated within the agreed deployment scope.
Can the agent navigate an IVR or portal?
A defined journey can include approved IVR or portal interactions where the selected tools, permissions and integration approach support them. The design records authoritative responses, limits actions and escalates unresolved states. Tool failures and ambiguous outcomes are part of acceptance testing.
What is included in ongoing operations?
The engagement defines monitoring, sampled call review, evaluation coverage, incident ownership, tool and prompt changes, coverage windows and support responsibilities. New intents, languages, integrations or outbound campaigns are assessed through the agreed change process.
Discuss your requirements
Contact Us
Bring the call journeys you want to improve, the systems an agent would need and the operator queues that receive escalations. We will define a practical scope, platform configuration, evaluation plan and pilot targets.