A reminder, a payment arrangement, a hardship route, or a hand-off to a person — chosen for this customer.
A customer is behind on payment. A blunt reminder in the wrong language damages a relationship that is still worth keeping.
A reminder in the customer's own language, at a reasonable hour
An arrangement the customer can actually meet
Route to a person when the conversation needs one
What it does
Three things it helps you decide or do.
Know the case before answering
Identity, the open case, the balance and the contact history are read first, in the customer's language.
interaction_id
customer_id
authenticated_flag
intent
language
active_products
open_cases
service_status
knowledge_article
consent_status
resolution_code
Answer, arrange or hand off, never push
A reminder, a payment arrangement, a hardship route and a named human are compared; low confidence, vulnerability or a regulated complaint stops automation.
Authentication failure
low confidence
vulnerable customer
regulated complaint
unsupported intent
downstream outage
customer requests human
Show the first-contact outcome and what came back
Whether the contact was resolved, repeated or reopened is kept with the case, and the care system owns its resolution.
Audio/transcript
intent/confidence
retrieved source
tool-call response
handoff reason
resolution code
QA review
repeat-contact result
The journeys
Recover an overdue balance without pushing the customer away
The customer view a care decision is made against.
Recover an overdue balance without pushing the customer away
Credit, collections and care teams
Step
What the customer experiences
What the operator does
The momentThe moment that started it.
A payment becomes overdue or a promise-to-pay is missed.
Reads balance and payment history, previous arrangements and how they went, language and channel preference, hardship and vulnerability markers.
The decisionThe decision to be made.
Nothing reaches the customer yet.
Explains the balance and proposes a fair payment or hardship path.
The safeguardsThe conditions that stop it.
Still nothing. No action is sent until every check has passed.
Identity, vulnerability, contact policy, authority and affordability pass.
The actionThe action that reaches the customer.
Secure a promise, payment or named human review in local language. Reaches them on Voice, IVR, WhatsApp, SMS, in Kiswahili, English, Local language.
Recommends. The system that holds the right confirms, charges or provisions.
When it goes wrongRefusal, failure and recovery.
The customer is flagged as vulnerable partway through the conversation.
Automated collection stops, the case moves to a person, and the stop is recorded with the reason.
The resultThe change it made.
What changed for them is what is counted; nothing else is claimed.
Recovered account or resolved evidenced case.
The proofThe proof anyone can check.
Can be answered for, later, from the record.
Balance source, conversation, plan, consent, payment and resolution trail.
If it fails: Apologise without inventing; do not transact on uncertainty; transfer with captured context; retain trace; alert operations on repeated failures
05
Measurement approach
The measure that shows it helped.
Intent-level control or phased rollout; compare resolved contacts, repeat contacts and cost per resolved intent; human QA sample
Measured on: Containment; end-to-end resolution; transfer rate; first-contact resolution; average handling time; repeat contact; CSAT; abandonment; unsafe-response rate
Nothing has been observed for this product. Every line above is the record's own design intent; measurement begins in a pilot's validate stage, on your systems, with the comparison agreed first.
Balance source, conversation, plan, consent, payment and resolution trail.
Technical detail
Inputs, decision logic, systems touched, records kept.
Four questions an evaluation asks in a different order every time. Every field is the workbook’s own, unedited.
What would we need from your systems, and how much history?
Attributes required
interaction_id
customer_id
authenticated_flag
intent
language
active_products
open_cases
service_status
knowledge_article
consent_status
resolution_code
Also useful, not required
Real-time network diagnostics
sentiment
vulnerability flags
agent skill
transcript embeddings
appointment inventory
Approved intents; 8-12 weeks of interaction outcomes; knowledge corpus; authentication path; transfer path; call recording policy
How is the action chosen, and what stops it?
Actions it may choose between
Answer
transact
route
schedule
notify
create case
offer callback
transfer to human
terminate unsafe interaction
Conditions that stop execution
Authentication failure
low confidence
vulnerable customer
regulated complaint
unsupported intent
downstream outage
customer requests human
Apologise without inventing; do not transact on uncertainty; transfer with captured context; retain trace; alert operations on repeated failures
What does it connect to, and what stays authoritative?
Your systems involved
ACD/IVR
CCaaS
CRM
ticketing
knowledge management
WFM
billing
assurance
Interfaces
CCaaS/telephony
CRM
knowledge retrieval
case API
billing/order/status
appointment API
identity/consent
Channels
Voice
IVR
chat
WhatsApp
app
email
agent desktop
CCaaS/CRM and authorised agent execute transactions; the bot is limited to approved intents and tools.
What is kept, and how would a claim be tested?
Evidence required
Audio/transcript
intent/confidence
retrieved source
tool-call response
handoff reason
resolution code
QA review
repeat-contact result
The measures
Containment
end-to-end resolution
transfer rate
first-contact resolution
average handling time
repeat contact
CSAT
abandonment
unsafe-response rate
Privacy and regulation
AI disclosure
call-recording consent
sensitive-data masking
retention
accessibility
vulnerable-customer treatment
local labour and telecom rules
Intent-level control or phased rollout; compare resolved contacts, repeat contacts and cost per resolved intent; human QA sample
The 30 definitions underneath
30 in this product
HeuriTel L0 Contact Centre Voice BotDecision definitionHT-0118
Handle a bounded l0 contact centre voice journey from disclosure and authentication through resolution or warm human handoff.
/d/HT-0118
HeuriTel L1 Contact Centre Voice BotDecision definitionHT-0119
Handle a bounded l1 contact centre voice journey from disclosure and authentication through resolution or warm human handoff.
/d/HT-0119
HeuriTel Contact Centre ChatbotDecision definitionHT-0120
Identify eligible records for contact centre chatbot, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
/d/HT-0120
HeuriTel Contact Centre WhatsApp BotDecision definitionHT-0121
Identify eligible records for contact centre whatsapp bot, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
Identify eligible records for intent detection, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
Identify eligible records for caller authentication, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
Identify eligible records for call prequalification, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
Identify eligible records for intelligent call routing, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
/d/HT-0125
HeuriTel AI Call DeflectionDecision definitionHT-0126
Identify eligible records for ai call deflection, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
/d/HT-0126
HeuriTel AI Self-Service ResolutionDecision definitionHT-0127
Identify eligible records for ai self-service resolution, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
/d/HT-0127
HeuriTel Proactive CareDecision definitionHT-0128
Identify eligible records for proactive care, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
Identify eligible records for contact reduction, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
/d/HT-0129
HeuriTel Service RecoveryDecision definitionHT-0130
Identify eligible records for service recovery, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
Identify eligible records for complaint intelligence, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
Identify eligible records for complaint root cause, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
/d/HT-0132
HeuriTel Bill Shock PreventionDecision definitionHT-0133
Identify eligible records for bill shock prevention, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
Identify eligible records for failed provisioning recovery, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
Identify eligible records for outage communication, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
/d/HT-0135
HeuriTel Next Best ResolutionDecision definitionHT-0136
Identify eligible records for next best resolution, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
/d/HT-0136
HeuriTel First Contact ResolutionDecision definitionHT-0137
Identify eligible records for first contact resolution, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
/d/HT-0137
HeuriTel Care PersonalisationDecision definitionHT-0138
Identify eligible records for care personalisation, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
/d/HT-0138
HeuriTel Agent AssistDecision definitionHT-0139
Assist authorised contact-centre staff with agent assist using approved customer context and knowledge, while leaving customer-impacting authority with the agent and source systems.
/d/HT-0139
HeuriTel Knowledge Search for AgentsDecision definitionHT-0140
Assist authorised contact-centre staff with knowledge search for agents using approved customer context and knowledge, while leaving customer-impacting authority with the agent and source systems.
Assist authorised contact-centre staff with call summarisation using approved customer context and knowledge, while leaving customer-impacting authority with the agent and source systems.
/d/HT-0141
HeuriTel After-Call Work AutomationDecision definitionHT-0142
Assist authorised contact-centre staff with after-call work automation using approved customer context and knowledge, while leaving customer-impacting authority with the agent and source systems.
Identify eligible records for quality monitoring, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
/d/HT-0143
HeuriTel Sentiment and Vulnerability DetectionDecision definitionHT-0144
Identify eligible records for sentiment and vulnerability detection, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
Identify eligible records for escalation prediction, choose from approved actions including no action, execute through the system of record, and measure the agreed business outcome.
Four stages, and what has to be true before the next one starts.
12-16 weeks for 3-5 bounded intents; expand in waves after containment and safety thresholds pass. A team of 8 roles, named in the record rather than promised.
01
Scope
One use case, one value unit and a denominator finance has agreed to. Without these there is nothing a later result can be compared against.
Select intents by volume/value
define completion criteria
02
Connect
The attributes mapped from your systems, and the decision and outcome interfaces working in both directions.
map authentication and handoff
curate knowledge
integrate
03
Validate
Eligibility agreed, a dry run with nothing sent, then a controlled pilot with a holdout that is actually respected.
adversarial test
shadow
limited traffic pilot
04
Operate
The live loop: decide, check, execute through your systems, capture what came back, and measure against the control.
Receive
disclose AI
authenticate
detect intent
retrieve/act
confirm
log
hand off when limits trigger
sample for QA
Who does it. 1 care lead · 1 conversation designer · 1 AI engineer · 1 integration developer · 1 QA automation engineer · 0.5 DevSecOps · 1 telecom coordinator · local-language reviewer
Four states are tracked, and each is assessed against your systems.
Readiness is assessed per client: nothing is offered as pilot-ready until your data, your integration and your authority have been checked.
Readiness
Needs client data and integration review
The client’s data and integration position.Runtime / build state
Target product definition
What exists as running software.Surface state
Not audited
Whether this product shows the entry anywhere.Client status
Not assessed
Where a named client has reached.
Next steps from here.
30 definitions sit under Contact Centre & Customer Care. The two links that matter first are the journey this page describes, and the rest of the family it belongs to.
Where is the money leaking, and where is the service failing?
Revenue, Margin & Commercial SpendSpend incentives where they earn a margin, and stop the discount that pays for a sale that would have happened anyway.
Operations, Finance & Back OfficeForecast the cash, catch the invoice that does not add up and triage the internal request, with the discipline the customer decisions get.
