Bengali/English/Banglish natural language processing
AI‑driven translation
Let your agent translate on the fly and keep conversations natural across Bengali, English, and code‑switched Banglish.
Agent assistance
Guide agents with suggested replies and clarifying questions tailored to language and context.
Knowledge base
Blend your product docs and FAQs to answer confidently regardless of the language used.
Context-aware responses that understand customer intent
Intent detection
Detect and route intents accurately by combining keywords, embeddings, and conversation history.
Conversation memory
Use short‑term memory to reference earlier messages, customer traits, and past resolutions.
Disambiguation prompts
Ask clarifying questions when confidence is low to keep the conversation on track.
Industry-specific knowledge for accurate answers
Knowledge base sync
Pull product docs and policies; keep indexing up to date with minimal setup.
Domain FAQ boost
Boost industry and company FAQs so the agent prefers your sources over generic web data.
Safe & compliant
Apply guardrails for terminology, tone, and compliance to avoid unsafe or off‑brand replies.
Smart prompt building with version control
Reusable blocks
Compose prompts from reusable blocks for consistency and speed.
Version history
Track edits and roll back safely when experiments underperform.
Testing sandbox
Validate prompts against sample conversations before publishing.
Simple FAQ upload and training system
Bulk import
Upload CSV/Google Sheets; auto‑map question/answer fields.
Confidence tuning
Adjust thresholds to balance recall vs precision for answers.
Drift alerts
Get notified when answers lose accuracy and need updates.
One-click knowledge base updates
Connect sources
Sync from CMS, Notion, or Google Drive with scheduled refresh.
Change review
Preview diffs and approve updates to keep responses fresh.
Source priority
Rank sources so the agent prefers official content first.
Restricted keywords handover for sensitive queries
Sensitive lists
Maintain keyword/regex lists to trigger immediate handover.
Alerting
Notify supervisors and tag conversations for auditing.
Bypass replies
Skip generation and guide customers to safe next steps.
Evaluation prompt to assess complexity
Auto scoring
Score tickets by ambiguity, risk, and policy impact.
Routing rules
Route high‑complexity cases to senior queues automatically.
Explainability
Log rationale behind handover for later review.
Assign to human agents when needed
Skills & schedule
Match topics to available agents with the right skills.
Context transfer
Pass full conversation + summaries so agents start informed.
SLA aware
Respect SLAs and priorities when choosing the destination queue.