Customer calls.ARIA thinks.Humans join onlywhen needed.
"I need an update on my recent request"
Status inquiry → Account lookup flow
6 articles found · support-handbook-index
Account active · case #REQ-4821 located
92%: above escalation threshold
Request resolved · confirmation sent in minutes
Continue autonomous resolution
See exactly how ARIA thinks
A real customer call, replayed. From the first hello to the human escalation, nothing is hidden.
- Call
- Intent
- Knowledge
- Reasoning
- Confidence
- Escalation
- Resolution
Connecting…
Awaiting the customer’s question…
Below 55% threshold: escalating to a human
The intelligence layer
Most voice bots go customer, bot, reply. ARIA puts a full reasoning loop in the middle: understand, retrieve, score confidence, then decide.
every escalation shows its confidence score and reason
answers come from your knowledge base, not generated guesses
every decision logged, start to finish
ARIA decides when to bring in a human
The handoff is the hard part. ARIA packages the full conversation so the agent is ready before they say hello.
- Caller intent: Azure model support & config
- Knowledge checked: 3 docs, 5 results
- Sentiment: neutral, mild frustration
- Reason: details not in knowledge base
"User needs the exact supported model list and Azure config. Not in the knowledge base."
"Hi, this is Maya. I have your full conversation. Let's get you those model details."
Built on Azure + OpenAI
Production-grade components composed into one realtime system. Traceable from the first ring to the final summary.
The outcome
Routine calls, resolved in seconds.
Escalations, when earned.
ARIA handles routine customer service calls. The ones that genuinely need a person get escalated with full context. Customers don't wait. Agents don't start from scratch.
Insurance telephone services
A demo contact center for a fictional insurer. Pick a service and talk to ARIA in realtime: ask about a claim, a policy, or a premium, push for specifics, and watch it decide when to bring in a human.
Sample experience only, no real accounts, policies, or personal data are involved.