Voice Router — intake

Phone intake agent—routes callers, captures structured data, opens tickets.

TelephonyASRLLM tools

Highlights

Barge-in tolerant ASR with domain lexicons
PII minimization before logging
Ticket templates per line of business
Real-time supervisor takeover with whisper coaching
Post-call summaries with action items

Overview

Voice Router handles high-volume front desks: it verifies intent, captures structured fields, and opens tickets in ServiceNow or Jira with attachments from the call. Fallback to human queues is graceful—context transfers without making callers repeat themselves.

At a glance

Snapshot signals we optimize for on this engagement—useful for stakeholders comparing fit and scope.

Channels: PSTN · VoIP
Handoff: Warm transfer
Targets: ITSM · Jira

How we delivered

Phased cadence—discovery through hardening—so expectations stay aligned with risk and learning cycles.

Lexicon
Built domain dictionaries with ops teams.
Lab
Synthetic + real call tuning.
Prod
Gradual traffic shift with kill switch.

Reliability

SLOs on answer rate and successful field capture—monitored per queue.

Experience

Prompts are short; confirmation loops handle noisy lines.

Compliance

Retention windows configurable per jurisdiction.

Screenshots

Additional UI captured in mobile framing—same product, more surface area.

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Zentisys

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