Orvera AI

Every channel. One agent. One memory.

Orvera resolves inbound and outbound conversations across voice, chat, Text, SMS, email and web, one agentic AI with shared context, measured by containment, not deflection.

SOC 2 Type II, HIPAA Compliant, GDPR
See how it works
Why omnichannel

Disconnected channel bots vs. one omnichannel agent.

Bolting a separate bot onto each channel recreates the silos you are trying to remove. One agent, one memory, removes them.

Single-channel bots

6-9months to channel parity
  • A separate bot, build, and backlog per channel
  • Context lost the moment a customer switches channel
  • Customers repeat themselves on every transfer
  • You build, tune, and maintain every one

Orvera omnichannel agents

3-6weeks to live
  • One agent across every channel, inbound and outbound
  • Context follows the customer everywhere
  • Acts in your systems and resolves, not just deflects
  • We build, deploy, and run it on your stack
Unified context

One profile. Every channel.
Context that follows the customer.

Identity, history, sentiment, and system-of-record data converge into a single live profile, so the agent never asks a customer to repeat themselves.

CRM record
Text
Voice call
Email
Web session
D
Daniel Brooks Identity verified
Live
Last order#48201 · Aurora earbuds
Open caseDuplicate charge
ChannelsText · Web · Voice
SentimentPositive · 92
One profile, synced in real time
How it works

How omnichannel agents operate in real interactions.

One customer. One issue. Watch the same agent carry full context across every channel, and know exactly when to bring a human in.

01 Text

It starts on text

Daniel messages “I was double charged on my last order.” The agent identifies him, detects intent, and pulls order #48201, no forms, no waiting.

02 Web chat

It continues on the web

He opens the website later. The agent greets him by name and resumes the same thread, full history intact, nothing repeated.

03 Voice

It answers the call

Daniel calls in. The agent already has the context: “I can see the duplicate charge on #48201.” Order history retrieved in 0.3s.

04 Human handoff

It brings a human in

For an exception, the agent hands a complete summary to a human rep and surfaces the next best action live via Agent Assist.

05 Email & SMS

It follows up everywhere

The agent reverses the charge, confirms by email and SMS, and writes it all back to your CRM. Resolved, no transfer.

Text

It starts on text

Daniel messages “I was double charged on my last order.” The agent identifies him, detects intent, and pulls order #48201, no forms, no waiting.

Web chat

It continues on the web

He opens the website later. The agent greets him by name and resumes the same thread, full history intact, nothing repeated.

Voice

It answers the call

Daniel calls in. The agent already has the context: “I can see the duplicate charge on #48201.” Order history retrieved in 0.3s.

Human handoff

It brings a human in

For an exception, the agent hands a complete summary to a human rep and surfaces the next best action live via Agent Assist.

Email & SMS

It follows up everywhere

The agent reverses the charge, confirms by email and SMS, and writes it all back to your CRM. Resolved, no transfer.

In real interactions

How Omnichannel AI Agents operate.

Every illustration tells the story before you read a word: how agents own the conversation, take action, and drive each interaction to a measurable outcome.

  1. Interaction volumeInbound + Outbound
    12.8K
    Interactions today
    18%
    4.1K
    3.2K
    2.6K
    1.7K
    1.2K
    Throughput / hourpeak 1.1K
    Autonomous resolution82%
    01

    Own high-volume interactions end to end

    Omnichannel AI agents handle the conversations that define contact center workload and performance. Each interaction is completed with speed and accuracy, without dependency on human experts for standard execution.

    • Process inbound and outbound interactions autonomously
    • Manage verification, billing, service requests, and updates
    • Execute multi-step interaction flows
    • Handle repeatable, high-frequency scenarios with consistency
  2. Live actionVoice + Chat
    CustomerI need to update my billing address and check my refund.
    On it - handling both now.
    Account verifiedIdentitycompleted
    Address updatedCRMcompleted
    Triggering refund workflowWorkflowin progress
    Resolved within the interaction3 actions
    02

    Execute actions during the interaction

    Omnichannel AI agents take action while the conversation is in progress. Every step contributes directly to resolution.

    • Retrieve and update data across systems
    • Trigger workflows and downstream processes
    • Complete requests within the interaction
    • Move conversations forward with clear progression
  3. Workflow in progressStep 3 / 5
    YesNo
    Start
    Identify intent
    Eligible?
    Auto-resolve
    Route to specialist
    Complete
    Context maintained across every step
    03

    Manage complex, multi-step interaction flows

    Omnichannel AI agents operate across interactions that involve multiple steps, conditions, and system dependencies, enabling consistent execution across complex scenarios.

    • Maintain context from start to completion
    • Handle branching paths and conditional logic
    • Progress through sequences with accuracy
    • Adapt to real-time inputs while maintaining flow
  4. Routing decisionReal-time
    92%
    CONFIDENCE
    Intent: Billing dispute
    Sentiment: Calm
    Policy match: Yes
    Chosen path
    AI continues
    Resolves autonomously
    Selected
    Standby
    Human handoff
    Ready if escalated
    Context transfer
    Customer
    A. Mercer
    Channel
    WhatsApp
    Sentiment
    Calm
    History
    14 msgs
    Escalates with full interaction history
    04

    Evaluate, route, and escalate with precision

    Each interaction is continuously assessed to determine the correct path forward, ensuring control across both automated and human-led scenarios.

    • Continue execution when conditions are met
    • Route interactions based on context and intent
    • Escalate with full interaction history
    • Maintain continuity across every transition
  5. Outcomes todayvs target
    80%
    RESOLVED
    Within SLA
    96%
    Containment
    78%
    Resolution states4.2K closed
    Auto-resolved62%Assisted25%Escalated13%
    SLA attainment on track
    First response96%
    Time to resolution91%
    Aligned to SLAs and operational targets
    05

    Drive every interaction toward a defined outcome

    Each interaction is aligned to a clear operational result, creating predictability across interaction outcomes.

    • Progress toward predefined resolution states
    • Complete interactions with measurable outputs
    • Align execution with SLAs and operational targets
    • Enable consistent containment and completion
  6. Deployment on trackWhite-glove
    1. SOPs + history ingested
      Knowledge base · day 1
    2. Workflows mapped
      Routing + actions · day 2
    3. Tested + validated
      QA in progress · 92% pass
      Now
    4. First live agent
      Production handling traffic
      48h
    5. Full production
      Every channel + workflow
      3-6 weeks
    Activates in live environments within defined timelines
    06

    Deploy from operational inputs with speed and control

    Operational knowledge is converted into live execution systems. A first live Omnichannel AI Agent can be operational within approximately 48 hours, with full production deployment typically completed within 4 to 6 weeks.

    • Ingest SOPs, documentation, and historical interactions
    • Map workflows into executable logic
    • Configure, validate, and deploy
    • Activate in live environments within defined timelines
  7. Live monitoringLast 30 days
    Sentiment trendnow+91
    100%
    QA'd
    No sampling
    81%+6%
    Resolution
    -14%faster
    AHT
    Resolution rate81%
    Containment76%
    Escalations3.2%
    Automated QA on 100% of interactions, no sampling
    07

    Maintain full visibility across every interaction

    Every interaction is monitored, measured, and continuously improved, enabling continuous optimization with full operational visibility and stronger control over outcomes.

    • Real-time monitoring, conversation summaries, and live sentiment tracking
    • Automated QA scoring across interactions
    • Visibility into resolution, containment, and escalation patterns
    • Performance visibility at the workflow and interaction level
  8. GovernanceAudit-ready
    Enterprise-grade by default
    Governed, traceable, controlled
    SOC 2HIPAAGDPRZero retention
    Audit trail Streaming
    Access logged0.2s ago
    PII redacted0.4s ago
    Action traced to source0.6s ago
    Connected systems4 in sync
    CRM
    Billing
    Ticketing
    Knowledge
    Integrates across your CRM, CX stack, and backend systems
    08

    Operate within enterprise systems and governance

    Omnichannel AI Agents execute within existing enterprise infrastructure and controls, enabling controlled deployment without disrupting enterprise workflows.

    • Engineered to integrate across your CRM, CX stack, and backend systems
    • Designed to support SOC 2, HIPAA, and GDPR requirements
    • Keep interactions governed, traceable, and audit-ready
Capabilities

One agent, built to
resolve, not deflect.

Everything an omnichannel AI agent needs to carry a conversation end to end, across every channel, governed throughout.

Always responding
24/7

Always on

No queues, no closing time. The agent answers every hour of every day, and scales without throttling.

Every channel, one agent

Voice, chat, Text, SMS, email and web, handled by a single agent with one shared memory.

VoiceChatTextSMSEmailWeb

Takes action in your systems

Plans and executes, not just answers.

RefundsUpdatesBookings

Natural voice + barge-in

Multilingual voice that interrupts, adapts, and resolves like a person.

80+ languages

ENESFRDEARPT+75

Inbound & outbound

Resolve what comes in and run proactive outreach, same agent, same context.

Seamless human handoff

Escalates with a full summary, never a cold transfer.

Model-agnostic

Runs on the stack you already have. No lock-in to one model or vendor.

Deployment lifecycle

AI agents are deployed through a structured lifecycle aligned to real contact center environments - not a switch you flip and hope.

01

Workflow creation

Your SOPs, training docs, call scripts, and past interactions are turned into structured workflows the agent follows.

02

Testing and validation

Workflows are tested across real scenarios for accuracy, escalation handling, and compliance before a single live call.

03

Controlled deployment

Agents go live through a defined process - monitored, validated, and connected to your CRM, telephony, and ticketing.

04

Continuous improvement

Live performance feeds back into the workflows, sharpening resolution and efficiency week over week.

Speed to value

From operational inputs to full production deployment.

3-6weeks

to full production deployment.

  • Operational knowledge mapped into executable logic
  • Tested and validated across scenarios before go-live
  • Deployed within your existing stack, systems, and controls

Timelines depend on workflow complexity and enterprise requirements.

Enterprise-ready

Approved-knowledge grounding, granular controls, and full audit logs, across every channel. Every interaction comes with a complete report, transcript, and summary.

Approved-knowledge grounding

Agents answer only from the sources you approve, no open-web guessing.

Granular controls

Permissions, guardrails, and policy, configured per channel and use case.

Full audit logs

A complete report, transcript, and summary for every interaction.

Multi-tenant

Isolated tenancy built for BPOs.

SOC 2 Type II
SOC 2 Type II
HIPAA Compliant
HIPAA Compliant
GDPR Compliant
GDPR Compliant
Orvera AI
Get started

Meet your customers on every channel.

One agentic AI across voice, chat, Text, SMS, email and web, built, deployed, and run for you. Live in 3 to 6 weeks.

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Omnichannel Agents for Contact Center Automation | Orvera AI