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Silence and hold
It asks again after six seconds of silence and hangs up after fifteen. "Hold on a moment" buys the caller up to two and a half minutes.
Also inside TERRA-101 CALL
The rest of CALL.
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Streaming voice
Speech recognised as it is spoken and the reply voiced as it is written, so the agent starts talking within a breath of the caller finishing.
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Natural turn-taking
An "uh-huh" doesn't stop it; a real interruption does, at the exact word the caller heard. After a nod or a "hello?" it picks the sentence back up.
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No dead air
Short acknowledgements recorded in advance, and the opening line ready while the phone is still ringing. If the model is slow, the agent says so instead of going silent.
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Voicemail and switchboards
It can tell a voicemail or a phone menu from a person in seven languages and never pitches to a machine. On a menu it presses the key for purchasing or parts, or for the language it speaks; on voicemail it leaves a short message after the tone.
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Knows when the call is over
It hangs up after a real goodbye and never on "just a moment", a thank-you or a bare hello.
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Call summary
Outcome, summary, key points, sentiment, contact details, objections, the next action and the time the customer named, on their own clock, written for every call.
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Knows a returning caller
A customer who rings back gets the same agent in the same voice, and it already knows what was said last time.
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Voices and languages chosen by name
The desk's default voice, the reception desk's and the answering machine's are picked from your voice library by name, with a sample to listen to; the pickup greeting, the voicemail message, the languages the recogniser expects and the brand names it should know are on the same page, in Admin.
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