VCB - Viable Core Business

Voice-first Agents that Show Up to Work.

We deploy production-grade AI agents — **sales, service, collections, tech support, and legal** — that speak on the phone, escalate to a human **on the same call**, and continue the conversation on **WhatsApp, Facebook Messenger, SMS, email, or web chat** without dropping context.

Model-agnostic Call-in human assist Omnichannel continuity POPIA • audit trail Sovereign-capable

What We Can Staff (AI)

Sales & Growth

Inbound SDR, Outbound SDR, Lead Qualifier, Appointment Setter, Renewal Nurture, Win-Back, Post-Demo Follow-up.

ProspectingQualificationCross-sellRenewals

Service & Collections

Tier-1 Customer Service, Billing Queries, Order Status, Returns, Payment Reminder, Promise-to-Pay Capture, Dispute Triage.

Debt CollectionCSATKBA/IDVMultilingual

Technical Support

First-line Troubleshooting, Guided Diagnostics, Outage Broadcasts, Ticket Creation/Update, Knowledge-base Answers.

Device/ISPHow-toStatusHand-off

Legal (Workplace & Intake)

Matter Intake, Document Checklist, Hearing Day Coordinator, Compliance Checklists, Status Updates, Case Summary & Minutes.

POPIAAudit trailTranscriptsEscalation

Back-Office

Appointment Booking, Account Updates, Address/Contact Changes, Balance/Usage, Meter/Reading Capture, Survey/NPS.

RPA hand-offCRM write-backETL safe

Custom Agents

Bring sector-specific scripts and processes. We’ll wire them into your systems and governance.

PlaybooksKPIsObservability

Voice: Where It Matters Most

Live on the Phone

  • Inbound & outbound; PSTN or SIP.
  • Natural turn-taking, barge-in, and latency-aware prompting.
  • Secure KBA/IDV flows; consent capture & recording banners.
  • Automatic transcripts & smart summaries attached to the case.

Call-In Human Assistance

  • Whisper: human coach can join silently to guide the agent.
  • Barge-in: take over the call instantly when needed.
  • Warm transfer: AI stays on the line to brief the human, then drops.
  • Conference: 3-way participant for complex issues or compliance reads.
AI leads by voice, invites human assistance when needed, and continues on messaging with full context.

Omnichannel, Same Brain

WhatsApp

  • Opt-in flows & consent capture.
  • Secure docs & media exchange.
  • Switch from voice → WhatsApp mid-case.
HandoverTemplatesWebhooks

Facebook Messenger

  • Channel parity with WhatsApp scripts.
  • User profile linking & continuity.
  • CSAT & survey flows.
ThreadsQuick RepliesHandoff

SMS, Email, Web Chat

  • Fallback for low-bandwidth contexts.
  • OTP, links, invoices, transcripts.
  • Web widget shares the same memory.
OTPTranscriptsLink-out

Compliance & Governance (Baked In)

Turn data into decisions through secure, privacy-by-design AI and auditable, high-performance storage.

POPIA-Aligned by Design

  • Consent prompts, purpose limitation, retention policies.
  • Redaction & role-based access to transcripts.
  • Audit logs for every interaction & decision.

Operational Controls

  • Observability: prompts, responses, guardrails.
  • Playbooks & KPIs tied to business outcomes.
  • Human-in-the-loop approvals where required.