Automation & Digital Agents
Digital when you want it, human when you need it
Combine the efficiency of digital self-service with the personalised touch of a human in the loop. Experience the best of both worlds: let your customers access information digitally whenever they prefer, and connect with your knowledgeable team for tailored assistance when needed.
Conversational AI that works for your business
Not just a chatbot. Not just an IVR. Telviva Digital Agents are AI-powered software entities designed to autonomously handle customer interactions across both voice and digital channels. By understanding true human intent rather than relying on rigid keywords or menu options, they respond intelligently and resolve customer queries end-to-end without requiring human intervention.
It answers from the organisation’s own approved knowledge, routes intelligently to the right person or team, and hands over to a live agent the moment that is the right thing to do, including when frustration or irritability is detected in the conversation.
Increase efficiency with business process automation
Telviva boosts business efficiency and customer satisfaction by automating repetitive tasks and workflows. Our experts tailor solutions to your communication strategy, freeing employees to focus on strategic initiatives and giving your business a competitive edge.
How does this work?
Natural Language
Understands what customers say in their own words - no rigid menus or keyword matching required.
End-to-end resolution
Resolves queries completely, not just routes them. Takes action on the customer's behalf.
Connected intelligence
Connects to knowledge source, CRMs, websites, and live systems to deliver accurate, contextual answers.
Graceful escalation
Know when to hand off to a human and does so with full context attached so customers never repeat themselves'
Omnichannel
Configured once and deployed across voice, Whatsapp, webchat, and more. Formatting adapts automatically per channel.
Meet Your New Telviva Digital Agents
Built for different channels, knowledge sources, and business needs. Start where the return is biggest, then grow into connected platforms and live integration when you’re ready.
Voice Receptionist
Answers & routes calls
+ Connected platforms
Notion, Confluence, CRM KB
+ Live system integration
Real-time billing, CRM, ERP
Quality Assurance and Observability
The Digital Agent is not a black box — it is a continuously measured agent. Every single interaction is captured and scored automatically: digital interactions flow into the observability and evaluation layer, and voice conversations flow into conversation analytics. This produces a searchable record of every conversation plus automatic, independent quality scoring for debugging, monitoring and regression testing.
Each interaction is scored by an independent AI judge — a language model separate from the agent that produced the reply — against a defined quality standard. Four evaluators run on 100% of interactions:
- Intent: Calls with a valid intent classification. This combines an LLM judge to understand nuance with deterministic checks on outcome codes to measure if the response successfully addresses the caller’s intent.
- Action: Availability check run before a transfer. This ensures correct escalation behavior, avoiding false escalations when self-service suffices and preventing dead ends when a human is required.
- Rapport: Tone composite (empathy, professionalism, clarity). It evaluates whether the language register is appropriate for the channel, conversational and natural.
- Hallucination: Transcripts with fabricated content. This complements faithfulness by catching confident-sounding responses that are factually invented or not backed by the knowledge base.
From voice to digital to automation
Frequently asked questions
Got questions?
We’ve got answers! Explore our FAQs to find quick solutions, helpful tips, and everything you need to get the most out of your experience. If you don’t find what you’re looking for, click on the chat to us feature.
How do Telviva’s Automation & Digital Agents improve customer service efficiency?
Telviva’s Automation & Digital Agents streamline customer service by automating repetitive tasks like answering FAQs, scheduling appointments, and handling basic inquiries. Powered by AI and machine learning, these digital agents operate 24/7, reducing wait times, cutting operational costs, and allowing human agents to focus on more complex issues, ultimately boosting efficiency and customer satisfaction.
What types of tasks can Telviva’s Digital Agents handle?
Telviva’s Digital Agents can manage a variety of tasks, including responding to common customer queries (e.g., “What are your operating hours?”), booking appointments, processing orders, and escalating issues to human agents when needed. They integrate seamlessly with voice, text, and popular messaging platforms like WhatsApp, providing a versatile, omnichannel support experience.
How does Telviva ensure Digital Agents provide a personalised customer experience?
Telviva’s Digital Agents use AI-driven natural language processing and integrate with CRM systems to access customer data, enabling them to deliver tailored responses based on individual histories and preferences. Continuous machine learning ensures they improve over time, offering a more human-like and context-aware interaction that enhances the overall customer experience.
What are the core benefits of combining digital self-service with human agents for our business and customers?
Combining digital self-service with human agents offers the best of both worlds. Your business gains efficiency by automating routine tasks and reducing costs, freeing agents for complex issues. Customers benefit from faster self-service for common queries and personalised human support when needed. This leads to higher satisfaction, improved agent morale, and optimised resources.
How do Telviva's digital agents and automation empower our human team and divide responsibilities?
Our solution empowers human teams by using digital agents to handle repetitive tasks like FAQs and simple transactions. This frees up skilled employees to focus on complex, empathetic customer interactions. Digital agents seamlessly transfer intricate or emotional queries, with full context, to human agents, ensuring human touch is applied where it adds the most value. Digital when you want it, Human when you need it.