Approved-knowledge grounding
Orvera's AI agents answer only from the sources you approve.
Security & Architecture
See exactly how a customer conversation moves through Orvera AI, component by component, and the governance that holds around every stage of it.
Under the hood
How does Orvera AI handle a customer conversation?
Orvera AI moves every customer turn through one loop, on voice, chat, email and the other digital channels an enterprise runs. Orvera transcribes it, retrieves matching content from the knowledge sources you approved, plans the next step, composes the reply, and writes the outcome back to your system of record. The underlying models are third party, orchestrated inside Orvera's governed layer. Every interaction leaves a report, transcript and summary.
- ChannelWhere conversations enter and leave
- SpeechAudio into text, text back into audio
- IntelligenceWhere the reply is composed
- KnowledgeWhere the reply is grounded
The customer speaks
A customer calls in. Their speech enters the platform as live audio, and every turn they take from here follows the same path through the same components.
- Customer
Telephony carries the call
The call runs on your telephony system. Twilio and Amazon Connect are the platforms shown here, and the same system carries the response back at the end of the loop.
- Telephony SystemTwilio · Amazon Connect
Speech becomes text
The transcription model turns the audio into text. The transcript then feeds two paths at once: the retrieval chain on one side, the conversational model on the other.
- Transcription Model
Context is retrieved
The embedding model turns the transcript into a vector, the retrieval API looks that vector up, and the database returns the matching content from the sources you approved. That result goes to the conversational model.
- Embedding Model
- Retrieval (API)
- Database/Vector DB
The reply is composed
The conversational LLM writes the reply from two inputs and only two: the live transcript, and the retrieved context. It is grounded in what came back from your knowledge sources.
- Conversational LLM
The answer is spoken back
The text-to-speech model voices the reply, the telephony system plays it to the caller, and the loop closes. The whole exchange leaves a report, a transcript and a summary behind it.
- Text-to-Speech Model
- Telephony SystemTwilio · Amazon Connect
- Customer
The customer speaks
A customer calls in. Their speech enters the platform as live audio, and every turn they take from here follows the same path through the same components.
Components in play
- Customer
SOC 2 Type II · HIPAA · GDPRA complete report, transcript and summary for every interaction
Security by design
How does Orvera AI govern what its AI agents do?
Orvera AI holds four controls around every stage of the conversation, on every channel. Its AI agents answer only from the knowledge sources you approve. Permissions, guardrails and policy are configured per use case. Every interaction leaves a full report, transcript and summary. Tenancy is isolated, which is what makes the platform workable for BPOs running several clients.
Granular controls
Permissions, guardrails, and policy, configured per use case.
Full audit logs
A complete report, transcript, and summary for every interaction.
Multi-tenant
Isolated tenancy built for BPOs.
Security and compliance
Is Orvera AI SOC 2, HIPAA and GDPR compliant?
Orvera AI is SOC 2 Type II certified, HIPAA compliant and GDPR compliant. Those three cover how the platform secures enterprise data, how it safeguards protected health information across every channel it runs, and how it handles personal data lawfully, with data minimization and defined user rights. Documentation goes to your procurement and security teams on request.
SOC 2 Type II
SOC 2 Type II certified. An independent attestation of the controls around the security, availability and confidentiality of enterprise data.
HIPAA Compliant
HIPAA compliant. Protected health information is handled under HIPAA's privacy and security requirements on every channel Orvera runs.
GDPR Compliant
GDPR compliant. Lawful, transparent handling of personal data, data-subject rights honored, and data minimization applied.
Every conversation, governed.
Ask the team how Orvera AI would run inside your stack.