01
Complaints surface before cases do.
Repeated enquiries and peak-period spikes put pressure on service capacity.
VOICE AI & CONTACT CENTRE · ALTO LABS
Scale Customer Conversations Without Losing theHuman Touch.
Listen, respond and manage social engagement within your Dynamics 365 environment. Socivio365 helps teams capture customer signals, coordinate responses and turn relevant posts into service cases or leads.
The business need
Where service and engagement break down.
The starting point is the operating challenge—not the technology itself.
02
Traditional IVR adds friction
Customers can spend time navigating menus before reaching the right help.
03
Quality is difficult to monitor
Manual sampling offers only a partial view of interactions and coaching needs.
SOLUTION FEATURES
What Tango Pro Voice AI delivers.
Explore the six capabilities highlighted in Intertec’s CX proposition. Open each card for the operational context and implementation considerations.
Handle defined voice enquiries through multilingual conversational AI. The deck describes Tier-1 resolution and Arabic-first capability. Intent coverage, accuracy and automation outcomes must be validated in a pilot.
Extend AI handling to chat, email, WhatsApp and web channels. Channel-specific support and integration requirements must be confirmed for the selected deployment.
Support human agents with contextual guidance and conversation summaries. Design prompts, knowledge access and approval controls around the agent workflow.
Analyse interactions for quality and coaching opportunities. The deck references full-interaction monitoring; verify coverage, scoring methods, language support and governance.
Coordinate AI-to-human transfer and provide supervisor oversight. Agree escalation triggers, transcript/context transfer and handoff ownership before rollout.
Evaluate private-model, in-country control and CRM integration options. These are options described in the deck, not default guarantees. Confirm hosting, residency, security and connectivity with the vendor.
IN PRACTICE
AI where appropriate. People when needed..
A representative process to illustrate how the solution may support a defined use case. Actual configuration depends on the organisation’s systems and policies.
- 01
Recognise
Identify the caller’s language and intent.
- 02
Respond
Handle approved routine tasks using available knowledge and systems.
- 03
Decide
Check whether the request can be completed within guardrails.
- 04
Handoff
Transfer exceptions to a human with useful context.
- 05
Improve
Review quality findings and refine intents.
INDUSTRY APPLICATIONS
Where it can create practical value.
Select an industry to see a focused use case. These are proposed scenarios, not claims of completed customer implementations.
01/04
Government
Provide multilingual responses to frequent citizen questions and route exceptions.
Why Intertec
From use case to operational delivery.
Intertec brings technology selection, business-process understanding and phased delivery into one customer experience programme.
Specialist technology, integrated delivery
Tango Pro is Alto Labs technology within Intertec’s wider CX proposition—not Intertec-owned IP.
Scenario-based evaluation
A proof of value can test priority intents, language handling, handoff and service safeguards.
Operational rollout
Intertec’s delivery pathway supports integration planning, pilot, scale and ongoing run requirements.
Let's talk
Explore the right use case for your organisation.
Discuss your current processes, priority scenarios and the questions a demonstration or proof of value should answer.