The challenge
Enterprises wanted virtual assistants on every channel their customers use. Each assistant was configured separately, conversations lost context when users switched channels, and complex requests needed a smooth hand-off to human agents.
Our solution
We built a platform where each organization manages its own assistants (skills, intents, entities, dialogs and webhooks) from one dashboard.
An orchestrator connects every channel to the right assistant, including real-time speech-to-text and text-to-speech for voice and integration with digital human avatars. Conversations are routed between assistants with Azure OpenAI, context is preserved across channels, conversation analytics are stored, and live-agent hand-off is supported.
What we delivered
- Multi-tenant assistant management
- Omnichannel orchestrator: web, WhatsApp, SMS, voice and digital humans
- Real-time speech-to-text and text-to-speech
- Multi-assistant routing and conversation analytics
- Live-agent hand-off
The impact
- One platform reused across many assistants and channels
- Context preserved as customers move between channels
- New assistant use cases delivered faster