Agentic call handling
When software stops suggesting and starts finishing the job
A working definition, what it needs underneath, and where it still breaks. This page describes the idea in general, not something Inbound CX does today.
Read the report Coming soon
Three things that have to be true
Drop any one and you are back to a chatbot with better copy.
It can see the state
Not a transcript window: the actual account, the open order, whether you are open right now. Without state there is no judgement, only pattern matching.
In Inbound CX call flows today. The API / HTTP request, Look up Inbound CX data and Look up in a table steps read your data while the call is on.
It can take the action
A step that writes, not only reads: move the booking, log the callback, tell the system that owns the order. Software that only reads hands the work back to you.
In Inbound CX call flows today. The Webhook step sends a signed notice to a system you run, and the API / HTTP request step can send it a POST.
It knows when to stop
The hardest part. A clean handover at the first sign of doubt is worth more than a heroic attempt that has to be undone.
In Inbound CX call flows today. The Transfer to queue and Transfer to a person steps hand the caller to your team.
Go deeper
Report
The agentic call handling report
Where software can finish a call on its own and where it has to hand over. It is not written yet.
Report
Webinar
Designing a handover callers do not notice
A recorded session on the moment a person takes over a call. It is not recorded yet.
Webinar
Free tool
Your first phone menu, drawn in your browser
Draw the phone menu a caller hears, find the dead ends before they do, and act as the caller yourself. Runs in your browser, with nothing to sign up for.
Phone menu builder · nothing to sign up for
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kinds of step in the Inbound CX call flow builder. Among them are the steps that let a menu reach your data: an API / HTTP request, a webhook, a lookup in your Inbound CX data and a lookup in a table you keep.
Counted from the product's own step catalogue, and checked against it on every build.