No proprietary runtime and no black box. This is the shape we build every time, and the delivery discipline that gets it past a security review.
The same shape every time, adjusted for your platform and your systems of record. No proprietary runtime, no black box. You could operate this yourself, and some of our clients do.
Voice arrives from your contact centre platform. Email arrives through your mail gateway. Chat arrives from your web or app estate. One agent behind all three, so the answers cannot diverge by channel.
Speech to speech for voice, so the model hears the caller rather than reading a transcript of them. Barge in, interruption handling and turn detection tuned per locale. Text paths share the same intent model and the same tools.
A supervising agent decides which specialist agent handles the turn: strategy, negotiation, compliance, knowledge. Each is separately testable and separately versioned. Prompts are artefacts under version control, not text pasted into a console.
Every action the agent can take is an explicit tool with a typed contract, fronted by a gateway that handles auth and scoping. The agent cannot reach a system it has no tool for, which is what makes the blast radius reviewable.
Pre and post checks around every turn: prohibited content, mandatory disclosures, affordability and vulnerability rules, and confidence thresholds that force a handover rather than a guess. Deterministic rules run as code, not as a prompt instruction.
Correlated events per turn, transcripts, model and prompt versions, tool calls and their results, retained to your policy. This is the layer that makes the measurement page possible and the auditor conversation short.
The architecture is the easy half. Most pilots die on everything below.
Infrastructure as code from the first day, with no console changes in any environment above sandbox. If it is not in the repository it does not exist.
Sandbox, integration and production, with the same templates and environment specific configuration. Prompts and model versions are promoted deliberately, and pinned.
Deploys run from CI using federated identity, not long lived keys on a laptop. Rollback is a pipeline run, not an incident.
Explicit actions against explicit resources, checked by policy tooling in the pipeline. Agent tools get exactly the permissions their contract requires.
A held out set of real contact shapes replayed on every prompt or model change, scored on resolution and compliance, so a tuning change cannot quietly break a working intent.
Runbooks, dashboards, alarm thresholds and a walkthrough with your engineers. We would rather you could run it without us.
Thirty minutes with the engineers who built this, no pitch. If you are mid build, bring the design and the problem you are stuck on.
Talk to an engineer