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AI + Human Collaboration

Built for the reality of inbound customer support.

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AI + Human Collaboration

Inbound customer support is
unpredictable by nature.

Some calls are straightforward and repeatable. Others require judgment, empathy, or experience.

SpiraLink is built
around this reality.

Instead of forcing full automation or relying entirely on humans, we design one continuous support flow where AI and human agents each handle what they are best at. This collaboration is intentional, controlled, and designed for real call center operations.

Inbound conversation flow

One inbound
conversation, shared
between AI and humans

Every inbound call starts with the AI voice agent handling the conversation end to end. It listens, understands intent, asks follow-up questions, and works toward resolution.

At predefined moments, the system evaluates whether the conversation should remain with AI or be passed to a human agent.

There is no restart.
There is no second system.

The conversation simply continues with the right party in control.

What the AI resolves on its own

The AI voice agent is responsible for handling inbound conversations that are structured, repeatable, and clearly defined.

This includes the majority of daily call volume.

AI resolves:

  • High-volume inbound inquiries
  • Information retrieval and status checks
  • Repetitive support questions
  • Guided support flows with clear outcomes
  • Multilingual conversations and language switching
AI Agent

Your AI voice agent is ready to take responsibility when you're not available to answer!

Hi David, My boss is busy in assisting the clients will get back to you soon. Meanwhile, I'm here to answer your queries :)

Customer
AI is not guessing.

It operates within predefined flows and boundaries set by the operation. These interactions are completed end to end without human involvement, reducing queue pressure and stabilizing operations.

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When a human agent takes over

Human agents are involved when their judgment adds value.

The system is designed to recognize moments where a conversation moves beyond structured resolution and requires human attention.

Examples include:

  • Emotional or sensitive situations
  • Explicit requests to speak with a human agent
  • Ambiguous requests or edge cases
  • Exceptions outside predefined flows

These moments are intentional. They are defined in advance and continuously refined.

Human agent handover
How it works

How context is transferred
without breaking the call

We design, integrate, and run custom voice AI so your team can focus on growth, not technology.

Step 1

Before the transfer

The AI gathers context throughout the conversation. Intent, answers, and relevant details are captured as the call progresses.

Before the transfer
Step 2

During the transfer

When a handover is triggered, the call is transferred instantly. There is no interruption and no restart.

During the transfer
Step 3

After the transfer

The human agent receives the full conversation context. They see what was discussed, why the transfer happened, and where to continue.

After the transfer
The customer does not repeat themselves.
The agent does not start blind.
What this means for daily operations

AI absorbs the bulk of incoming demand.

This collaboration model changes how inbound support teams operate.

The result is an operation that:

  • Handles volume without increasing pressure
  • Scales without fragmenting the customer experience
  • Reduces repetitive workload for agents
  • Maintains service quality across peak moments

AI and humans are
not competing for control.

They are coordinated within
one operational system.