AI where it helps. People where it matters.
Cloudial gives contact centre operations one control plane for routing, supervision, AI handling and reporting — with every configuration change reviewable before it goes live.
What the floor gets
Deflect the routine
AI agents resolve repeatable contacts and hand over cleanly when they should.
Route by skill
Match conversations to capability rather than to whoever is free.
Supervise live
Monitor, whisper and join — with permissions and audit entries behind each action.
Operate on real state
Queue depth, wait time and handling state reflected as they happen.
Understand outcomes
Reason codes and trends derived from transcripts and call records.
Coach with evidence
Quality review against the transcript, not against recollection.
From live audio to useful action
Transcript, intent, prior-contact context and escalation indicators reach the supervisor while the conversation is still live. Signals are probabilistic and surface as recommendations, never as automatic judgements about a person.
- 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.
Live help for the agent handling the call
Grounded knowledge, customer context and suggested next actions — with the human in control of every one of them.
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.
Ask better questions of your own conversations
Structured outcomes make repeat-contact drivers, unresolved callbacks and rising escalation trends answerable rather than anecdotal.
- 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.
Peak-hour changes without peak-hour risk
Routing changes during live operations follow the same reviewable path as everything else.
- 1
Request
Someone describes the change in plain language.
- 2
AI interpretation
Intent is mapped to concrete telecom objects.
- 3
Policy validation
Permissions, tenancy and guardrails are checked.
- 4
Configuration diff
A reviewable before/after is produced.
- 5
Deterministic execution
Approved changes are applied by the platform, not the model.
- 6
Audit trail
Who asked, what was approved, what changed.
See routing, supervision and AI assist in one place.
See how Cloudial turns intent into governed, auditable telecom configuration.