Com-One Platform v2
Your calls already route perfectly. Now they think.
v2 adds a layer of autonomous AI agents to the platform you already run. They resolve calls end to end, read the caller's emotion, and update your CRM mid-conversation. Your v1 setup stays exactly as it is. The intelligence layers on top.
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70%
of calls resolved without an agent
60%
lower cost per call
Fully additive
every v1 feature intact
— The Next Step
v1 routes the call. v2 understands it.
v1 is production-proven. It routes every call, queues and distributes to agents, records every detail, and logs complaints and leads. That part works, and it isn't going anywhere.
But the next leap isn't more features. It's making the platform think.
v1 - What it already does
- Routes every call correctly
- Queues and distributes to agents
- Records every call detail
- Escalates to humans on demand
- Logs complaints and leads in CRM
- Supports hundreds of agents
Adds Intelligence
v2 - What it now thinks
- Understands why the caller is calling, before the first menu option
- Resolves up to 70% of calls before any agent is needed
- Analyzes sentiment, intent, and outcome on every call, in real time
- Predicts the need to escalate before the caller gets frustrated
- Creates, advances, and closes CRM records on its own, mid-call
- Scales without limit. AI agents never fatigue or go offline.
— The Problem
Your best agents are spending their day on the same five questions.
Think about your last 1,000 calls. How many were “what's my balance,” “where's my order,” “I need to reset my password,” “what time is my appointment”? In most contact centers, it's the majority.
Every one of those calls costs you an agent's time, a wait in the queue for the next caller, and a fixed bill whether the call was simple or hard. After hours, you either pay overtime or send people to voicemail. And the genuinely difficult calls sit behind a queue full of routine requests.
So you're paying premium, human prices for work that doesn't need a human. And the work that does need one gets slower because of it.
That's the exact gap v2 was built to close.
— How It Works
Every call passes through four stages. Most never reach a queue.
Here's what happens between “hello” and resolved.
01
Perceive
Speech to text in under 200ms
Real-time recognition turns the caller's speech into text with sub-200ms latency. It handles accents, background noise, and people talking over each other. Regional languages included.
02
Understand
Intent, emotion, and context
The engine works out why the caller is calling, pulls out the details that matter (account numbers, dates, names), and scores how the caller is feeling. Frustration gets caught right here, before it turns into a problem.
03
Respond
Natural voice in under 500ms
The AI answers in a natural voice within half a second, pulling accurate answers from your own knowledge base. It holds a real back-and-forth conversation and remembers what was said earlier in the call.
04
Act
CRM, tickets, escalation
It updates the CRM, moves a complaint or lead forward, creates a ticket, books an appointment, or escalates. All mid-call, with no human in the loop unless one is actually needed.
The AI handles the conversation. The intelligence decides the handover. Right person, right time, every time.
— Escalation Section
The smartest thing the AI does is know when to stop talking.
A bad automated experience is one that won't let you reach a person. v2 is the opposite. It's constantly watching for the moment a human should take over, and it hands off cleanly when that moment comes.
Rising frustration
Tone analysis catches frustration building before the caller says anything explicit.
A direct request
"Let me speak to someone," in any phrasing, in any language.
Its own uncertainty
When the AI's confidence in an answer drops, it escalates instead of guessing.
A conversation going in circles
If the caller asks the same question twice without resolution, it hands off automatically.
Anything sensitive
Requests involving personal data, legal language, or a complaint about the company go straight to a human.
Your most valuable customers
A CRM lookup flags VIP and high-value callers, and they always get the option of a person first.
The full verbatim transcript of the AI conversation
The exact sentence that triggered the escalation, highlighted
Caller intent, live sentiment score, and emotion, at a glance
The customer's CRM record, surfaced automatically, no lookup
A suggested next action the agent can accept or override
Your agent picks up already knowing the whole story. No “can you repeat that for me?”
— Use Cases
Every industry has a call it shouldn't be paying humans to answer.
These aren't hypotheticals. Each one is a call pattern the AI can own end to end.
Banking & Lending
80%
of calls are routine queries
Around 80% of bank calls are balance checks, EMI queries, and statement requests. The AI handles those on its own, runs outbound payment reminders with two-way confirmation, gives loan status updates, verifies callers on fraud alerts, and runs missed-EMI follow-up campaigns with zero agent hours.
One platform. Every vertical. Faster resolutions, happier customers, lower cost, at scale.
— Business Case
The math pays back in weeks, not quarters.
These figures assume a conservative 1,000 inbound calls a month. Most deployments do better.
70%
Calls resolved by AI alone. No agent touched.
60%
Lower cost per call versus a fully staffed model.
24/7
Always on. No leave, no sick days, no overtime.
3x
Same team, triple the call volume handled.
Cost Model
1,000 calls / month
Routine agent handling
₹80,000
₹24,000
₹56,000 (saving)
After-hours staffing
₹35,000
₹0
₹35,000 (saving)
Total saved / month
₹1,15,000
₹24,000
₹91,000 (saved every month)
₹91,000
saved every month
Over 50% off your cost to run the same call volume
Faster resolutions. Happier customers. Lower cost. At scale.
— Differentiators
Eight things you won't find bundled together anywhere near this price.
Persistent call memory
The AI remembers context within a call and across calls. A customer who phoned last week about a complaint doesn't have to start over.
Mid-call language switch
If a caller flips from English to Hindi mid-sentence, the AI follows. No transfer, no confusion. Regional languages too.
Supervisor live monitor
Every active AI call shown in real time: intent, sentiment score, escalation probability, and elapsed time. Supervisors can step in before a caller even asks.
AI-assisted agent mode
When a human is on the call, the AI listens in and surfaces suggested answers, knowledge base articles, and CRM data. It cuts average handle time by 40% even on human calls.
Dynamic script adaptation
No rigid script. The AI reads the conversation and adjusts its language, pace, and depth to the caller's sophistication and mood.
PII redaction and compliance
Account numbers, PAN, Aadhaar, and card details are detected and redacted from transcripts and recordings automatically. GDPR and RBI data-localization compliant out of the box.
Continuous learning loop
Every escalated and unresolved call feeds back into fine-tuning. No manual retraining. Deflection rates typically improve 8 to 12% in the first 90 days.
Autonomous CRM execution
The AI doesn't just log the call. It moves leads forward, closes complaint phases, books follow-ups, and sends confirmations, without waiting for an agent.
Built in. End to end. Always learning. That's what makes Com-One different.
— Technology
Built on open standards. Your data never leaves your building.
This is the part most AI vendors won't offer: v2 is deployable on-premise, with no vendor lock-in and every component swappable. The model runs on your infrastructure. Your call data stays on your infrastructure.
Conversation Layer
— understands every word
Streaming ASR
Streaming speech recognition, under 200ms, multi-accent and multi-language, built for noisy real-world calls
LLM Engine
Intent classification, entity extraction, and dialogue reasoning over your own knowledge base
Neural TTS
Natural voice personas, adjustable pace, indistinguishable from a trained agent
Orchestration Layer
— decides, retrieves, and acts
Dialogue Management
combining a state machine and LLM, with fallback handling, slot filling, and retry logic
Vector Knowledge Base
using RAG retrieval over your own FAQs, policies, and product data, with no hallucination risk
— Upgrade Path
Additive, not disruptive. Nothing you built changes.
You don't rip anything out. v2 installs alongside v1, and the AI agents register as new SIP extensions. Your existing setup keeps running exactly as it does today.
- All SIP extensions, phones, and softphones
- IVR trees, queues, ring groups
- Complaint and lead CRM data
- CDR records and recording archive
- User accounts, roles, and permissions
- HA cluster, virtual IP, and VPN configuration
- FreePBX dial plan and web UI
- All existing integrations and API calls
Layers on top
- AI voice agents registered as SIP extensions
- Real-time ASR → NLU → TTS conversation pipeline
- Dialogue flow builder for custom AI scripts
- Vector knowledge base with RAG retrieval
- Sentiment engine and escalation intelligence
- Supervisor live monitor dashboard
- Autonomous CRM execution mid-call
- PII redaction and compliance layer
v2 doesn't replace what you built. It makes it think.
AI that resolves. AI that escalates smartly. AI that learns. All on your infrastructure.
70%
AI call deflection
24/7
availability
60%
lower cost per call
3x
agent capacity
under 500ms
response latency
Zero
data leaves your site
01
Hear the AI Live
A live call with our AI agent. Watch it handle a real scenario end to end.
02
30-Day Pilot
On your existing v1 instance, with zero downtime. Measure deflection and ROI in real conditions.
03
Full v2 Launch
Production rollout with full team training and ongoing model-improvement support.
Runs on your hardware. Layers onto your existing v1 with zero downtime. See it work before you commit.