Agent Product Page · AI Conversational Agent
ARIA — AI Conversational Agent
EVERY ENQUIRY ANSWERED.
IN SECONDS.
ARIA is the agent you can phone right now. She answers inbound calls and web chat around the clock, qualifies in conversation, and books confirmed appointments directly into the CRM calendar — no third-party scheduling tools.
ARIA value proposition
ARIA answers every inbound call and chat within seconds, qualifies against your criteria, and books confirmed appointments straight into the CRM calendar.
PROBLEMS IT SOLVES
Enquiries arriving out of hours and never being returned
Missed calls that quietly become a competitor’s client
Inconsistent qualification depending on who picked up
Double-booked or manually chased appointments
No record of what was actually said on the call
THE BUSINESS KNOWLEDGE LAYER
ARIA does not answer from a general model's guesswork. She answers from a knowledge layer you configure and approve — and where that layer is silent, she says so and hands over rather than filling the gap.
- PRODUCTS
- What you offer, in your words, with the boundaries of each described explicitly.
- SERVICES
- Scope, delivery model, timelines and what is deliberately out of scope.
- PRICING RULES
- What she may and may not say about price. Where you allow no figures at all, she gives none and routes to a person.
- AVAILABILITY
- Live calendar and service availability read from your systems — never estimated or assumed.
- POLICIES
- Cancellation, data handling, complaints and any regulated wording you require verbatim.
- FAQS
- Your approved answers to the questions you actually get, versioned so you can see what she said and when.
- BRAND VOICE
- Tone, terminology, banned phrases and claims policy, enforced on every response.
- SALES QUALIFICATION CRITERIA
- What a good-fit enquiry looks like for you, and the questions that establish it.
- ESCALATION RULES
- Who takes what, when, and how fast — by topic, sentiment, value and jurisdiction.
What she never invents
- Pricing, discounts or commercial terms
- Legal terms or contractual language
- Contract terms, notice periods or obligations
- Product or service capabilities you have not confirmed
- Guarantees, outcomes or promises of results
- Availability that is not read from a live system
When confidence is low
When confidence falls below your threshold, ARIA stops and says so rather than approximating. The wording is yours to set; the default is:
“I want to make sure I give you the correct information. Let me connect you with someone from the team.”
What every interaction produces
- TRANSCRIPT
- Full conversation, timestamped, in the original language and English.
- SUMMARY
- A structured summary written to the CRM record within seconds of the conversation ending.
- INTENT
- What the person actually wanted, classified against your categories.
- SENTIMENT
- Tone through the conversation, with frustration or distress raising escalation priority.
- LEAD SCORE
- Fit against your qualification criteria, with the reasoning attached — not an unexplained number.
- NEXT ACTION
- The concrete next step, with an owner and a due time.
- CRM UPDATE
- Contact, channel, language, qualification fields, outcome and owner written back automatically.
A human can take over at any point, mid-sentence, on any channel. Your team sees the live conversation, can join it, and ARIA steps back immediately and stays silent unless handed control again. Every takeover is recorded in the audit log with who took over and when.
ONE AGENT, FIVE CONFIGURATIONS
Each of these is a separate, separately approved configuration — Sales, Customer Service, Reception, Lead Qualification and Appointment Booking. The same voice and chat engine, the same guardrails and the same CRM writeback — but the script, qualifying logic and escalation rules change depending on what you deploy her as. You can run more than one at a time.
AI RECEPTIONIST
Answers every inbound call and chat on the first ring, day or night, and routes it correctly.
- Greeting and identification
- Reason-for-call capture
- Routing to the right person or team
- Message taking with callback commitments
- Out-of-hours and overflow cover
AI SDR
Works inbound enquiries and responds to interest the moment it arrives, while intent is still warm.
- Speed-to-lead on new enquiries
- Discovery against your approved questions
- Handover of live interest to a named human
- Follow-up handoff to HERALD sequences
AI CUSTOMER SERVICE
Handles known, answerable questions from your approved knowledge base and escalates everything else.
- Status, hours, process and policy questions
- Answers grounded only in approved content
- Ticket creation with full context
- Immediate escalation on complaints or vulnerability signals
AI QUALIFICATION
Scores fit in conversation so your team only spends time on the enquiries worth their time.
- Need, timeline, budget indication and decision-making
- Scope and eligibility checks
- Disqualification handled politely and logged with the reason
- Structured qualification record on the CRM
AI APPOINTMENT SETTER
Reads live availability and books confirmed appointments on the call, not after it.
- Live calendar availability
- Booking, rescheduling and cancellation
- Instant email and calendar confirmation
- Reminders and no-show follow-up handoff
Channels and capabilities
- MULTILINGUAL VOICE
- Inbound and callback voice in 80+ languages, with the caller's language auto-detected and the transcript stored in both the original and English.
- WEBSITE CHAT
- The same agent on your site, with page context, so a chat and a call about the same enquiry stay one conversation.
- Where the channel is permitted and the contact has opted in, with the same suppression and consent gate as every other channel.
- SMS
- Confirmations, reminders and short replies where consent and local rules allow it.
- CRM
- Every conversation writes back: contact, channel, language, qualification fields, outcome, owner and next action.
- CALL SUMMARIES
- A structured summary and full transcript on the record within seconds of the conversation ending — no manual note-taking.
- SENTIMENT
- Tone and sentiment scored through the conversation; frustration or distress raises the escalation priority rather than being logged quietly.
- ESCALATION
- A request for a human, a complaint, a regulatory question or low confidence stops the agent and hands to a named person with the live context.
Every deployment runs the same hard boundaries: ARIA does not quote prices, agree scope, take payment details, or continue once a caller asks for a person. Voice recording and transcription are consented and configurable per jurisdiction.
INPUTS, LOGIC, OUTPUTS
Inputs
- Inbound calls and website chat sessions
- Your approved script, qualifying questions and escalation rules
- Live availability from the Xiilio CRM booking calendar
- Existing CRM records for returning callers
- Consent settings for recording and transcription
Processing Logic
- Answer, identify as an AI assistant and detect language
- Work the approved qualifying questions in conversation
- Match the caller against existing CRM records
- Read live calendar availability and offer real slots
- Book, confirm and write a structured summary to the CRM
- Escalate anything outside scope to a named human
Outputs
- A confirmed booking in the CRM calendar
- Email and calendar-invite confirmations
- A structured qualification summary on the CRM record
- Full transcript attached to the record
- Escalation tickets with context where needed
ARIA specification
Connects To
- Inbound telephony and your website chat widget
- WhatsApp Business and SMS, where consent and local rules permit
- The Xiilio CRM booking calendar
- HubSpot, Salesforce or Pipedrive
- Email and SMS confirmations
- Slack alerts for the on-call human
- HERALD and NOVA for follow-up continuity
What Triggers It
- An inbound phone call
- A web chat opened on your site
- A missed call, which triggers a callback offer
- An out-of-hours enquiry
- A request to reschedule an existing booking
Decisions It Makes
- Whether the caller is in scope for your service
- Which qualifying questions to ask next
- Which appointment slots to offer from live calendar availability
- Whether to book, take a message, or escalate to a human
- When to stop and hand over immediately
Acts Autonomously On
- Answer calls and chats 24/7 in 80+ languages
- Ask approved qualifying questions
- Book, confirm and reschedule inside your availability windows
- Send confirmations
- Hand over to a human on request
GUARDRAILS, IN WRITING
An autonomous agent is only useful if its limits are explicit. Here is what ARIA will never do, and where a human always signs off.
What It Cannot Do
- Quote prices, discount, or agree scope on a call
- Take card details or process payments
- Continue a call after the caller asks for a human
- Sign contracts, agree discounts or commit your business to anything
- Invent facts, case outcomes, guarantees or performance claims
- Give legal, medical or regulated financial advice
- Act outside the systems and data scopes you explicitly grant it
Human Approval Points
- The conversation script, qualifying questions and escalation rules are approved by you
- Calendar availability windows are set by you, not by ARIA
- Any request outside scope is escalated to a person, not improvised
- Call recording and transcription are consented and configurable
WHEN THINGS GO WRONG
Failure Handling
- Every run is idempotent — a retry can never duplicate a record or a send
- Transient failures retry with backoff; persistent failures stop the run rather than guess
- A failed step never silently continues — the workflow halts in a known state
- Failures raise an alert to the owning human with the run ID and the exact failing step
- Errors, retries and halts are written to the same audit trail as successful actions
- If the calendar or CRM is unreachable, ARIA takes a message and raises a callback task rather than promising a slot
Escalation To Humans
- Any request for pricing, advice or terms goes to a person
- The caller asking for a human ends the AI conversation immediately
- Complaints, vulnerability signals and regulated questions escalate on the spot
- Out-of-scope enquiries become a task with the transcript attached
EXAMPLE OUTPUT
Call summary written to CRM — a representative example of what ARIA writes back into your systems.
channel : inbound call · 22:41 local · out of hours
language : English (auto-detected)
need : replacing a manual intake process
timeline : wants something live this quarter
budget : indicated, not quoted — no pricing given by ARIA
decision maker : yes, plus one partner to involve
outcome : Free Strategy Audit booked · Tue 10:30
confirmations : email + calendar invite sent
escalation : none required · transcript attachedEXAMPLE DASHBOARD
ARIA — conversation dashboard. Every figure below is a simulated demo value, not a reported client result.
Conversations handled
642
last 30 days · illustrative
Answered
100%
including out of hours
Median speed to answer
3 sec
call and chat
Appointments booked
188
confirmed in CRM calendar
Escalated to human
57
on request or out of scope
Languages used
11
auto-detected
KPIs ARIA IS HELD TO
Answer rate
Inbound enquiries answered vs received
Speed to answer
Seconds from ring or chat open to response
Qualification completeness
Bookings arriving with every required field captured
Booking conversion
Qualified conversations that end in a confirmed appointment
Escalation accuracy
Escalations a human agreed were correct
Technical Architecture
HOW ARIA CONNECTS
ARIA reads from your existing systems, applies its own governed processing, and writes results back. Nothing runs outside these lanes.
Upstream · sources
- Inbound telephony
- Website chat widget
- CRM contact records
- Calendar availability windows
ARIA · processing
- Speech-to-text + language detection
- Approved conversation policy engine
- Qualification state machine
- Availability and booking service
- Escalation router
Downstream · destinations
- Xiilio CRM calendar (confirmed booking)
- CRM record: summary + transcript
- Email / SMS confirmation
- Slack alert to on-call human
- NEXUS follow-up workflows
- Booking writes go through one service that owns availability — ARIA cannot double-book
- Recording and transcription are consented and can be disabled without affecting booking
SECURITY & AUDIT LOGS
Security
- Data encrypted in transit (TLS 1.2+) and at rest
- Least-privilege access — the agent only sees the records its job needs
- Row-level security on every customer record in the Xiilio platform
- UK/EU data handling with GDPR rights (access, export, deletion) honoured
- No customer data used to train third-party foundation models
- Call recording and transcription are consented, configurable and can be disabled
Logged On Every Action
- Timestamp (UTC) and agent identity
- Trigger that started the run
- Every system read and write, with the record ID touched
- The decision taken and the rule or score behind it
- Human approvals, overrides and rejections
- Full transcript, booking reference and confirmation delivery status
Full detail on encryption, data handling and your GDPR rights is on the Trust & Security page.
How a life insurance firm would use ARIA
Enquiries arrive at 9pm after people finish work — exactly when nobody is at a desk. ARIA answers, establishes what cover is being asked about, confirms the caller is talking to an AI assistant, gathers the qualifying detail an adviser needs, and books the consultation into the adviser's calendar. She gives no advice and quotes no premiums; the adviser opens the transcript before the call and starts already briefed.
This scenario is written to show how ARIA is deployed. It is not a named client, a delivered engagement or a reported result.
Live Demo
SEE ARIA RUNNING
This is a genuinely live agent — call or chat and she will qualify and book exactly as described above.
Talk to ARIA nowARIA FAQs
ARIA — QUESTIONS WE GET ASKED
- Can I actually try ARIA?
- Yes. ARIA is live on the site — open Meet Aria and speak or type to her. She will qualify the enquiry and book a Free Strategy Audit into the Xiilio CRM calendar, confirmed instantly.
- Does ARIA say she is an AI?
- Yes. ARIA identifies as an AI assistant and hands over to a person whenever the caller asks, or when the conversation moves outside her approved scope.
- Can ARIA quote prices or give advice?
- No. She cannot quote, discount, agree scope, or give legal, medical, insurance or financial advice. Those conversations escalate to a qualified human with the transcript attached.
- Which calendar does she book into?
- The Xiilio CRM booking calendar, using availability windows you define. The confirmation and calendar invite are sent immediately — there is no third-party scheduling tool in the loop.