A phone-first AI agent for customer support

Support automation is useful when it reaches a verified outcome—not when it merely repeats a help article. Truvoca can answer calls first, continue through approved digital channels, use governed knowledge, complete defined account or ticket actions, and bring a person in when identity, policy, or judgment requires it.

30 minutes over Google Meet. Times are shown in Eastern European Time (GMT+03:00). Scheduling runs on Google Calendar, so choosing a time takes you into Google’s service.

Design around reasons for contact, not a generic bot

Start with the contact types that are frequent, teachable, and measurable: order or case status, appointment changes, account questions, troubleshooting intake, document requests, and routing. Each intent receives its own data needs, allowed actions, completion signal, escalation owner, and fallback.

Intent-specific conversation paths
Required and prohibited information
Clear completion criteria
Named support queue or specialist
Fallback when systems are unavailable

Answer from governed, current knowledge

The agent should use approved policies, product instructions, service information, and account context with owners and review dates. When information conflicts, is missing, or exceeds the source's scope, it should say so and create the correct next step instead of improvising an answer.

Approved source hierarchy
Content owner and review date
Audience and product-version controls
Citation or source visibility for staff
Low-confidence and conflict handling

Authenticate before sensitive actions

A caller's phone number alone may not be enough for account access. The business defines risk tiers and verification for reading personal data, changing records, issuing credits, processing returns, or discussing protected information. Failed or suspicious verification leads to a limited response or secure human route.

Risk-based identity checks
Least-privilege reads and writes
No secrets repeated unnecessarily
Limits for refunds and account changes
Fraud and suspicious-call escalation

Keep ticket history usable for the next person

A completed support interaction should leave more than a transcript. Truvoca can create or update the appropriate ticket with the reason, verified identity state, steps attempted, system results, customer preference, disposition, and next owner—subject to the connector and retention design.

Create or find the right case
Structured reason and resolution
Actions attempted and their results
Priority and routing based on approved rules
Duplicate, outage, and reconciliation checks

Use phone first and continue across channels

Phone remains the primary experience, while WhatsApp, Instagram, email, web chat, Telegram, or Viber can support follow-up where the business and channel allow it. Identity, consent, conversation state, service levels, and handoff must remain coherent when the customer changes channels.

One approved service policy
Channel-specific consent and identity
Context carried into the next interaction
Human takeover without restarting
Unified outcome and reporting

See your workflow in a demo

Bring your top contact reasons, knowledge sources, authentication rules, ticketing system, escalation queues, and quality targets. We will map a support demo around real outcomes.

FAQ

Can Truvoca replace a support team?

It is designed to handle defined work and assist the team, not to remove human judgment. Sensitive, novel, emotional, high-risk, or policy-exception cases should reach people.

Can it resolve issues instead of only answering questions?

Yes, when the required systems, permissions, business rules, identity checks, write-back, confirmation, and recovery behavior have been connected and tested.

Can it issue refunds or credits?

Only within an explicitly approved, authenticated policy and verified system action. High-value, unusual, disputed, or failed transactions should route to authorized staff.

How does it know which answer is current?

The implementation uses approved sources with owners, scope, versions, and review dates. Conflicting or unsupported information triggers a safe response and escalation.

Does it support channels besides phone?

Yes. Approved WhatsApp, Instagram, email, web chat, Telegram, and Viber workflows can complement phone, subject to channel access, consent, identity, and integration requirements.

What is measured?

Useful measures include correct resolution, action success, repeat contact, transfer quality, customer effort, containment by intent, policy adherence, and failed-write recovery—not call deflection alone.