Decided before the greeting.
An inbound call carries two facts before anyone speaks: the number dialed and the number calling. Intelligent Call resolves the caller behind them and returns the decision in milliseconds, while the phone is still ringing.
- SignalThe call arrives. DNIS identifies the campaign and the brand; ANI identifies the line.
- IdentityThe caller is resolved from the number, with nothing asked of them.
- GraphThe caller is matched against the portfolio customer graph, across brands and channels.
- DecisionThe standard decision model returns the state in under 100 milliseconds, with queue, agent tier, script, and offer chosen for it.
- ActivationThe IVR, router, or agent desktop acts on it before the greeting. Non-blocking: if it does not return, the call connects as it does today.
- AttributionWhat the call did is written back, and trains the next decision.
What each state does on a call.
- HHighPriority queue, senior agent, premium script.
- MMediumLive agent, standard script with a reason to decide now.
- LLowEntry offer; self-serve first, agent on request.
- NNon-buyerIVR self-serve. Agent time protected.
- RRiskVerification before order entry.
- UUnidentifiedDefault route; the call still feeds the loop.
The flagship model. The IH Score is the standard model in the model library. Other models, and custom models built on a brand's own outcomes, decide alongside it.
What it takes to run it.
- MomentInbound voice, any number that terminates in your telephony stack.
- SignalDNIS and ANI on the inbound leg.
- ActivationThe IH Score and the decision, returned to the IVR, router, or agent desktop.
- LatencyReturned inline, in milliseconds, before the greeting.
- Failure modeNon-blocking. No score, no delay: the call connects as it does today.
- IntegrationPhone (SS7) integration, documented step by step. Integration guide
- RecordEvery outcome is written back as a Decision Record (Session Disposition codes in the references).
- Access modesAssisted, Programmatic, or Partner. Access modes
Build it.
Everything an engineering team needs to run Intelligent Call is in the developer center, documented and self serve.
Intelligent Call integration
The SS7 lookup on the inbound leg, the response, and how the IVR, router, or agent desktop acts on it.
User Action API
The call that returns the IH Score and the decision for a known number.
Session Disposition codes
Write back what the call did, so the next decision is better than the last. Every code, defined.
API · SDKs · References · API keys
Who runs it.
Operations
Routing and staffing
Value-based routing, so the queue reflects what a call is worth instead of when it was dialed.
Agents
The opening line
One letter on the screen before hello, with the script and offer already matched to it.
Finance and risk
Bad orders
Risk is a state, returned before the order is taken, not a chargeback found afterward.
Try it on a week of your own inbound numbers.
We score a sample of your calls and show the distribution of states, the revenue each represents, and what routing on it would have changed.
Prefer to talk now? 800-610-4460