Retire the menu tree without changing your number
When a Client Calls the intent classification routes or resolves it directly. The keypad input remains available for the cases where additional selection is available.
Client provided current call-flow is integrated seamlessly to build the agent from it on the call.
Intent names and branches are sample data, not a performance claim. The screen shows an OptiML flow designer canvas replacing a phone menu: an inbound call on the existing number, one open question the caller can interrupt, an intent classifier that also accepts keypad input, and four branches — meter reading, balance, payment plan and outage — where three resolve without an agent and the fourth routes to a queue.
Four steps, and the menu is gone
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Step one
Point the number at us
Port your existing number, or point it at OptiML's SIP trunk and keep it where it is. We provision inbound and outbound trunks with dispatch rules, in manner with no changes for the caller.
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Step two
Build it from what you have
Start from your existing call-flow document, or describe the flow in plain English and let OptiML personalise the prompts, tools and guardrails.
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Step three
Ground it so it resolves
Point it at your policy and product content so it answers rather than routes. Hybrid retrieval supplies the citations, and a groundedness gate stops an unsupported answer before the agent speaks it.
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Step four
Route the rest properly
if unresolved it routes on intent, skill, priority, caller geography and time of day. The transcript, the captured data and the reason travel with it, so the human agent doesn't restart the conversation.
Client to Provide
Three things, and you almost certainly have all three already. Listing them is more useful than implying there are none, because you were going to find them out in week two anyway.
- Your current IVR flow. The document, the diagram or the recording of the prompts whichever exists. It is the specification for the first version..
- The knowledge the agent should answer from. PPolicy pages, product content, tariff tables. Upload it, crawl it, or connect the source directly.
- The queues or skills to route to. The ones you already have. Skills carry proficiency levels, and routing matches exactly or partially, in priority order.
Keep the keypad. A visual IVR builder combines DTMF input with conversational routing, so IVR options can stay exactly where it is for the callers who prefer it, on the same flow.
Eleven branches, one question
A utility replaces an eleven-branch menu with one question "what can I help you with? Meter readings, balance queries and payment arrangements resolve automatically without an agent. Outage reports route to the network queue with the address already captured.
What the caller says, and where the call actually ends. Illustrative rows from the worked scenario above.
| What the caller says | What the agent does | Where the call ends |
|---|---|---|
| “I want to give a meter reading” | Captures the reading, checks it against the expected range, writes it back | Resolved, no queue |
| “How much do I owe?” | Verifies identity, then a data-dip node reads the balance from your system | Resolved, no queue |
| “Can I spread the payment?” | Runs the arrangement flow inside the rules you published, grounded and cited | Resolved, or routed on exception |
| “There's no power on my street” | Captures the address and the symptom, confirms them back | Network queue, with the address attached |
| “Just put me through” | Stops speaking, confirms, and hands over rather than trying again | Routed on skill, priority and time of day |
| Presses 9 | The keypad path is preserved on the same flow | The same queue as before |
Why callers stop Client issues addressed
Barge-in
The caller cuts in and the agent stops speaking and starts listening. The in-flight speech and model call are aborted immediately.
Keypad, still
DTMF input and conversational routing run on one flow, with data-dip nodes that look up a balance or an order before the call routes.
It admits the gap
The groundedness gate blocks an answer that isn't supported by your content. The agent says so and hands over instead of inventing.
20+ languages
Including Indian and foreign languages with mid-call switching for the caller who moves between languages naturally.
The parts this runs on
Four platform capabilities carry this use case. All four ship with the product, not as modules bought alongside it.
Voice AI agents
Real-time phone conversations over WebRTC, with barge-in and automatic provider failover. Voice AIVisual IVR builder
A canvas that combines keypad input, conversational routing and data-dip nodes. Agent & flow builderKnowledge grounding
Hybrid retrieval with citations and a groundedness gate before the agent speaks. KnowledgeSkills routing
Proficiency levels, exact and partial skill matching, and priority ordering. WorkforceOutcome figures are published only with the customer's written approval, so this slot stays empty until one is signed off.
Next steps
Cover the hours you don't staff
The same agent, pointed at the hours nobody is rostered for. After-hours and overflowResolve the routine contacts end to end
The same grounding, applied to chat and email as well as the phone. Automate Tier-1 supportAnswer in the language they asked in
20+ languages on the same number, with mid-call switching. Multilingual supportThe platform underneath
Everything on this page is the OptiML CX Platform configured for Replace your IVR, not a separate product. These are the modules it leans on.
Send us your call-flow document
We build the agent from it before the call, ground it in a policy page you send us, and let you ring it. You will hear the barge-in, the data dip and the handover on your own flow.
- 30 minutes
- A working agent grounded in your content
- No slide deck unless you want one
Book a demo
30 minutes, on your own content. No slide deck unless you want one.
Your details stay private. We never share them.
