Every call becomes structured, searchable, actionable intelligence.
Cloudial runs a conversation pipeline alongside the call — never inside it. Live understanding helps people and agents in the moment; asynchronous analysis turns the same conversation into records, actions and organisational insight.
Every call becomes a live conversation object
The voice path and the intelligence path are deliberately separate, so the call keeps working even when the AI does not.
Voice path — always independent
The call keeps working even when the AI does not.
Intelligence path — permitted media stream
A policy-permitted copy of the media stream feeds the conversation pipeline. It never sits in the call path, so it can fail, degrade or be switched off without affecting the call.
- Streaming transcript
- Intent & topics
- Live assist
- Routing signals
- AI agent context
- Acoustic / prosodic features
- Structured conversation state
Acoustic and prosodic outputs are probabilistic interaction signals. They are not medical, psychological, deception or definitive emotional determinations.
From live audio to useful action
Understanding arrives while the conversation is still happening — and stays a recommendation until policy permits the action.
- 00:01Caller“I’m calling because my delivery hasn’t arrived.”
- 00:04IntentDelivery enquiry
- 00:09ContextPrevious contact: 2 earlier calls this week
- 00:15Interaction signalEscalation indicators: rising (baseline-relative)
Suggest: route to Deliveries queue with prior-contact context, and notify the supervisor.
Cloudial proposes; the routing policy decides whether the action is permitted, and every applied action is written to the audit trail. Interaction signals never act alone on high-impact decisions.
Streaming transcription
Live, speaker-attributed transcript available to assist, routing and agents as the call happens.
Intent & topics
Recognise why the customer called and which topics appear, turn by turn.
Routing signals
Emit signals routing policy may act on — never unbounded model control of the call.
Live summaries & context
A running summary and prior-contact context ready for whoever takes the conversation next.
Acoustic / prosodic indicators
Baseline-relative speaking-pattern changes surfaced as probabilistic interaction signals.
Conversation state
A structured, queryable state object maintained for the life of the interaction.
After the call, nothing gets lost
A complete conversation record, delivered wherever the work actually happens.
Summary
Outcome
Action items
- Raise replacement dispatch with the carrier
- Send confirmation email with new tracking reference
- Check delivery status before Friday
Transcript
Recording
Related records
Follow-up due
Delivered to
Summaries and extracted actions are AI-generated from the conversation and remain reviewable against the transcript and recording.
Structured summary
A consistent summary and outcome for every conversation, reviewable against the transcript.
Action extraction
Commitments and next steps extracted as tasks with owners and due dates.
Searchable record
Transcript, recording and metadata stored under retention and access policy.
Trend analysis
Organisation-level analysis of topics, outcomes and repeat-contact drivers.
Delivery
Push records to CRM, ticketing, email, Teams or your own webhook endpoints.
Governed by policy
Consent, recording rules, retention and permissions apply to every derived artefact.
Fast intelligence and deep intelligence, one evidence store
Real-time AI works inside the conversation. Asynchronous AI works across all of them. Neither executes telecom change directly.
Real-time AI
Milliseconds to seconds — inside the live conversation.
- Streaming transcription
- Intent and topic recognition
- Agent assist and retrieval
- Routing signals
- AI voice participation
- Acoustic / prosodic feature extraction
Asynchronous AI
Seconds to hours — after the conversation, and across many of them.
- Deeper conversation summaries
- Action and commitment extraction
- Quality review support
- Trend and topic discovery
- Reporting and outcome analysis
- Organisation-level analysis
Evidence & conversation store
Both planes read from and write to the same governed store of transcripts, records, signals and outcomes — so every conclusion links back to evidence.
Policy boundary
Neither plane executes telecom change directly. Proposals pass through permissions, tenancy and policy validation before deterministic execution.
Conversation intelligence across the organisation
Structured outcomes from every conversation make questions answerable that were previously guesswork.
- Why did customers call this week?
- Which issues create repeat contacts?
- Which promised callbacks are still unresolved?
- Which queues show rising escalation signals before supervisor requests?
- Which topics are growing month over month?
- Where do AI agents hand over most often, and why?
These are analysis and query capabilities over your own data. Cloudial publishes no customer figures and no benchmark results.
From live audio to useful action.
See how Cloudial turns intent into governed, auditable telecom configuration.