100% Coverage Through Intelligent Human Backup
Human-in-the-Loop (HILP)
Early bot setups sometimes miss edge cases.
Transfer Latency
<2s
Production
Post-Transfer CSAT
≥4.5/5
Target
Executive Summary
What we built
Anyreach's HILP system monitors live calls, predicts failures before they happen, and seamlessly transfers to human experts — with voice conversion to maintain brand consistency.
Why it matters
Early bot setups sometimes miss edge cases. HILP provides a safety net with smooth jump to live agents. Every transfer becomes gold training data for continuous improvement.
Results
- ≥99.9% transfer success rate
- <2 second transfer latency
- First human voice within 4 seconds
- 100% metadata capture for training
Best for
- →Healthcare complex medical questions
- →Financial services fraud disputes
- →BPO high-value customers
- →Any sensitive or compliance matters
Limitations
- Requires agent availability infrastructure
- Voice conversion adds <100ms latency
- Co-pilot features planned for Phase 2
How It Works
A two-layer detection system where each covers the other's weaknesses.
Critic LLM
Monitors conversation for issues
- Detect user frustration signals
- Identify AI uncertainty
- Recognize complex workflows
- Flag sensitive situations
Transfer Logic
SIP/PSTN/queue routing
- Execute transfer within 2 seconds
- Handle SIP, PSTN, or internal queue
- Graceful failure if no agent available
Voice Conversion
Maintain brand consistency
- Match human voice to AI persona
- Soften offshore accents
- <100ms additional latency
Reliability & Rollout
How we safely deployed to production with continuous monitoring.
Rollout Timeline
Live Monitoring
Transfer Success Rate
Successful connections to human agents
≥99.9%
Threshold: > 99%
Transfer Latency
Time to connect to human agent
<2s
Threshold: < 4s
Post-Transfer CSAT
Caller satisfaction after handoff
≥4.5/5
Threshold: > 4.0
Safety Guardrails
Product Features
Ready for production with enterprise-grade reliability.
Predictive Failure Detection
Critic LLM detects user frustration, AI uncertainty, and complex situations before they escalate.
Seamless Transfer
≥99.9% success rate with <2 second latency, polite handoff message, and hold music if needed.
Voice Conversion
Human agents speak through voice converter matching AI persona — callers cannot distinguish.
Context Preservation
AI-generated summary, structured JSON, caller sentiment, and history passed to human agent.
Data Flywheel
Every transfer provides edge case identification, prompt refinement, and model improvement data.
Unified Inbox
Human agents see incoming transfers, AI summaries, caller history, and suggested actions.
Integration Details
Runs On
LiveKit + SIP/PSTN routing
Latency Budget
<2s transfer, <4s first voice
Providers
SIP, PSTN, Internal Queue, Sharpen Q
Implementation
1-2 weeks for basic setup
Frequently Asked Questions
Common questions about our voicemail detection system.
Ready to see this in action?
Book a technical walkthrough with our team to see how this research applies to your use case.