Voice AI stack
Voice agents that solve the call, not just deflect it
StateSet iCommerce Voice loops blend retrieval-grounded answers, human escalation, and live automations. Send tracking links mid-call, surface the right video tutorial, execute order edits, and retain subscribers without putting the caller on hold.
Knowledge base question answering with citations the caller can trust.
Human escalation via warm transfers, agent assist, and live supervision.
SMS tracking and video links dispatched while the call is in progress.
Function calling for order edits, subscriptions, loyalty adjustments, and more.
Voice coverage you can measure from day one
Automated voice loops ship with the same Kata dashboards, so you understand containment, escalation quality, and customer satisfaction immediately.
- Live voice intents automated
- 65%
- Average CSAT post-call
- 4.8 / 5
- Escalation prep time
- 90 sec
- Knowledge recall accuracy
- 96%
Coverage achieved within the first month of production
Warm handoffs with transcripts sustain high satisfaction
Context packages delivered before the agent joins
Measured on curated knowledge base evaluations
Automations the caller actually feels
Each voice pattern combines knowledge grounding, sentiment-aware routing, omnichannel follow-up, and function calls so your team achieves resolution—not deflection.
Knowledge coverage
Knowledge Base Question Answering
Deliver precise, grounded answers that cite your playbooks, policies, and product documentation while the caller is on the line.
Capabilities
- Semantic retrieval across knowledge bases, macros, and change logs
- Call-aware prompting that references prior steps and caller profile
- Citations pushed to the agent desktop or IVR transcript for transparency
HITL checkpoint
Escalates to a specialist when confidence drops or restricted SKUs are involved.
Human collaboration
Human Escalation Orchestrator
Detects when a human is needed, packages the history, and invites the right teammate with everything they need to finish the interaction.
Capabilities
- Confidence and sentiment thresholds with real-time monitoring
- Warm transfers with annotated transcripts and suggested next actions
- Agent assist view that keeps the AI available for co-pilot prompts
HITL checkpoint
Auto-initiates escalation when policy, tone, or intent requires human judgement, handing over annotated context.
Logistics updates
SMS Tracking & Order Follow-up
Send branded SMS updates, tracking links, and next best actions while the voice call is still in progress.
Capabilities
- Carrier and OMS lookups triggered mid-call with anomaly detection
- Dynamic SMS templates with rich tracking and action links
- Reminder scheduling when delivery windows slip or signatures are required
HITL checkpoint
Escalates to operations when tracking shows exceptions or VIP orders are at risk.
Guided support
Video Links During Call
Guide the customer with short-form video or co-browse invitations without breaking the flow of the conversation.
Capabilities
- Instant short-link generation to curated tutorial or UGC content
- Device-aware routing with fallback to email or SMS share
- Optional agent invite for live co-browse or screen-share transitions
HITL checkpoint
Routes to specialists when the caller requests hands-on walkthroughs beyond video assets.
Order management
Function Calling for Order Edits
Execute order edits, address corrections, or refunds in real time using guarded function calls while the caller stays on the line.
Capabilities
- Eligibility checks against fulfillment cutoffs and payment state
- Structured function calls for edits, holds, and refunds with guardrails
- Policy-aware messaging read back to the customer before confirmation
HITL checkpoint
Requests approval when changes impact warehouse release, high-value items, or fraud signals.
Retention
Subscriptions & Loyalty Adjustments
Protect recurring revenue by letting the voice agent handle skips, swaps, or incentives with immediate confirmation.
Capabilities
- Reason classification and churn risk scoring during the conversation
- Dynamic offer logic for skips, swaps, credits, or loyalty boosts
- Subscription platform function calls with SMS or email receipts
HITL checkpoint
Escalates when callers cite product defects, regulatory keywords, or high-tier loyalty accounts.
Guardrails, follow-up, and telemetry in one place
Voice agents operate side by side with your team, keeping responses grounded, escalations efficient, and every post-call action tracked.
Grounded responses every time
Retrieval-augmented generation cites the exact knowledge base entry, macro, or policy used in the answer.
Citations available in-call and in the transcript
Programmable guardrails
Tune escalation thresholds by intent, sentiment, SKU, or order value so humans step in with context.
Warm transfer prep under 90 seconds
Omnichannel follow-up
Voice agents trigger SMS, email, or helpdesk updates without breaking the conversation flow.
SMS and email send rates with delivery telemetry
Continuous telemetry
Monitor call outcomes, automation coverage, and savings with the same Kata dashboards.
Loop health refreshes in near real time
How the voice automations run
Track where the agent acts, how humans collaborate, and which audit events preserve the story for every call.
| Pattern | Primary surfaces | Agent actions | HITL moment | Audit trail entries |
|---|---|---|---|---|
Knowledge Base Question Answering Knowledge coverage | Voice IVR, agent assist, SMS follow-up | Retrieves the right article, summarizes the answer, and delivers it with conversational phrasing. | Escalates to a specialist when confidence drops or restricted SKUs are involved. | Saves transcript snippets, citations, and reasoning chains for compliance. |
Human Escalation Orchestrator Human collaboration | Voice, agent desktop, Slack alerts | Listens for triggers, invites the supervisor, and streams the context bundle before the transfer. | Auto-initiates escalation when policy, tone, or intent requires human judgement, handing over annotated context. | Records transfer reasons, audio markers, and supervisor decisions. |
SMS Tracking & Order Follow-up Logistics updates | Voice IVR, SMS, order timeline | Pulls shipment context, crafts the message, sends SMS, and logs delivery telemetry. | Escalates to operations when tracking shows exceptions or VIP orders are at risk. | Captures message content, delivery receipts, and the data sources consulted. |
Video Links During Call Guided support | Voice IVR, SMS, email follow-up | Selects the best-fit asset, sends a secure link, and watches engagement events during the call. | Routes to specialists when the caller requests hands-on walkthroughs beyond video assets. | Logs asset served, watch status, and final call outcome notes. |
Function Calling for Order Edits Order management | Voice, agent console, OMS logs | Runs the function call, confirms the result with the caller, and posts updates downstream. | Requests approval when changes impact warehouse release, high-value items, or fraud signals. | Documents parameters passed, confirmations captured, and approver signatures. |
Subscriptions & Loyalty Adjustments Retention | Voice IVR, subscription backend, SMS follow-up | Executes the selected change, updates billing, and sends a post-call summary. | Escalates when callers cite product defects, regulatory keywords, or high-tier loyalty accounts. | Stores reason codes, adjustments performed, incentives granted, and reviewer notes. |
Stand up a voice loop in three steps
The voice bundle ships with connectors, prompts, and dashboards—your team focuses on refining tone, policies, and edge cases.
Connect telephony & CCaaS
Bring PSTN, SIP, or cloud telephony plus helpdesk routing so the agent can answer and escalate intelligently.
Sync knowledge & intents
Import macros, knowledge base articles, and order APIs to ground the agent before the first call.
Program automations
Configure function calls, guardrails, and follow-up channels, then monitor with Kata telemetry.