The Platform
Three components that work together. Not three vendors you have to integrate yourself.
Conversational AI handles the interaction. Process Automation executes the action. BIL Analytics shows you what happened and what to do next. One feedback loop. One stack. One vendor.
Component 01
Conversational AI
Voice and chat agents for customer-facing interactions. Native in five languages, deployed across every channel your customers use.
Speech-to-speech voice agents
Real-time STS on live calls via SIP trunk. No STT+LLM+TTS pipeline latency. Sub-second response with native prosody in Serbian, Croatian, Bosnian, Slovenian and English.
Omnichannel chat deployment
One agent definition, multiple channels: web widget, Viber, WhatsApp, Instagram DM, SMS. Context follows the customer across channels.
Structured output with tool calling
Agents don't just talk. They book appointments, query databases, update CRMs. Every action is structured JSON with validation.
Speculative model execution
Primary and fallback models run in parallel. If the primary exceeds latency threshold, the fallback completes the turn in under 800ms. The customer never notices.
Human handoff with full context
When AI reaches its limits, it transfers to a human with full conversation history, detected intent, sentiment score, and suggested resolution path.
Intelligent intent recognition
Understands what the customer wants from the first sentence. Routes to the right workflow, the right department, the right answer.
Component 02
Process Automation
End-to-end workflows triggered by conversations. From scheduling to invoicing to data extraction.
Email workflow engine
Parse inbound emails, extract intent and entities, route to the right workflow. Booking confirmations, invoice processing, ticket creation.
CRM and calendar integration
Bidirectional sync with Salesforce, HubSpot, Google Calendar, Microsoft 365, and custom systems via REST/GraphQL.
Intelligent data extraction
Extract structured data from calls, chats, emails, and documents. Names, dates, amounts, locations, product references.
Scheduled actions and follow-ups
Follow-up emails after 24h, escalation if no response in 48h, satisfaction surveys after resolution. Fully configurable.
Multi-step approval flows
Complex processes that require manager approval, compliance review, or multi-party sign-off. Each step tracked and auditable.
API orchestration across systems
Connect your existing tools without replacing them. Ticketing systems, ERPs, custom databases, legacy APIs.
Component 03
BIL Analytics
Business Intelligence Layer. Real-time visibility into every interaction. The same dashboard from our case studies, yours, on your data.
Agent leaderboard with quality scores
Every agent ranked by resolution rate, FCR, sentiment impact, and customer effort score. Identify top performers and training gaps.
Sentiment analysis per conversation
Real-time sentiment tracking. See which topics drive frustration, which agents de-escalate best, where sentiment shifts during a call.
First Contact Resolution tracking
The single most important metric. BIL tracks FCR at agent, team, and category level with drill-down to individual failures.
Category and topic classification
Every conversation automatically classified by topic, sub-topic, product, and intent. See what customers actually talk about.
Custom KPI dashboards
Average handling time, transfer rate, automation coverage, cost per interaction. All real-time, all configurable.
Drill-down to individual transcripts
From dashboard metric to individual conversation in two clicks. Read the transcript, see the sentiment curve. No black boxes.
What you see in BIL โ sample metrics from a real pilot
How it fits together
Architecture โ what happens under the hood
Serverless-first, event-driven, cloud-native. Each component is a separate microservice with clear boundaries โ but they share the same data layer and the same feedback loop.
Integrations
Connects to your existing stack
We don't replace your tools. We orchestrate between them. CRM, telephony, calendars, ticketing, databases โ all connected through our API orchestration layer.
Security & Compliance
Enterprise-grade security from day one
See it on your data
The best way to evaluate a platform is to see it work on your data.
Start with a Pilot Report. 4โ6 weeks. Your real calls, emails, or tickets. A structured deliverable with concrete numbers and automation opportunities. No long-term commitment until you see the results.
Start Pilot Report