The human stays in control. The context arrives instantly.
Cloudial assists the people handling conversations: live transcription, customer history, grounded knowledge and suggested next actions — presented as help, never as automation acting on their behalf.
What the agent sees
Live transcription
A running transcript the agent can scan, search and reference mid-conversation.
Customer context
Prior contacts, open tickets and recent outcomes surfaced without leaving the call.
Suggested next actions
Concrete, checkable suggestions the agent chooses to use — or ignores.
Grounded knowledge retrieval
Answers drawn from your own documentation, with the source shown.
Warm handover
Transfer with the summary, context and transcript attached, human to human or agent to human.
Conversation continuity
The same conversation object follows the customer across channels and contacts.
Grounded help, in the moment
Cloudial recognises the topic, retrieves an answer from your own knowledge and suggests what to ask next.
Caller
“The handset is showing error 402 and won’t register.”
Sarah
“Let me check that for you — one moment.”
Detected
Topic: device registration · Entity: error 402
Knowledge result
Error 402 — SIP registration rejected
Usually a stale provisioning profile or a changed device password. Re-provision the handset, then confirm the registration state in device health.
Source: Cloudial device provisioning guide · grounded retrieval
Suggested questions
- Which handset model and extension is affected?
- Has the device moved network or site recently?
- Are other extensions on the same site registering?
Assist surfaces context and grounded suggestions. Nothing is said or actioned on the human agent’s behalf unless they choose it.
Humans and AI agents, one communications system
AI agents appear alongside people in the same directory, with scoped permissions and explicit handover to named human queues.
People
- Sarah · Customer supportExt. 204 · Deliveries, Billing
- James · Account managerExt. 211 · Sales queue
- Frank · OperationsExt. 220 · Supervisor
AI agents
- ReceptionGreets, classifies intent, transfers. No billing access.
- Accounts AssistantAnswers invoice status from permitted records only.
- Out-of-hours SupportTriages, logs tickets, escalates to on-call rota.
- Appointment AgentBooks and reschedules inside approved calendars.
Every agent has scoped permissions, its own knowledge sources, schedules and explicit escalation rules — including a defined handover to a named human queue.
Give every conversation the context it deserves.
See how Cloudial turns intent into governed, auditable telecom configuration.