Under the Hood · Runs on Azure Container Apps

Under the Hood

Everything you just clicked runs on Azure you already own — a daily churn brain, a real-time assist orchestrator on Azure Container Apps, and a measurement loop that retrains the model.No new contact-centre platform, no per-seat tax.

XGBoost + SHAP 174 features · Daily batch

Pre-Call

Scored overnight, explained with SHAP.

3 Azure services

In-Call

Real-time hints and offers, live on the call.

6 Azure services

Closed Loop

Outcomes measured, fed back to retrain.

3 Azure services

Saved-or-lost outcomes from the closed loop retrain the pre-call brain — the cycle repeats every scoring run.

The Flow, Layer by Layer

3 phases · 12 Azure services · tap to expand

During the live call, speech is transcribed and an orchestrator streams hints, sentiment and the next-best offer to the agent — all running on Azure Container Apps.

Azure Communication Services

Call rail and media handling.

Azure AI Speech

Streaming speech-to-text transcription.

Orchestrator API on Container Apps

FastAPI service coordinating hints, NBO and sentiment.

Azure AI Foundry

NBO selection, conversation hints and sentiment.

Azure Event Grid

Fan-out of transcript, hint and outcome events.

Application Insights

End-to-end latency and quality telemetry.

Why It Ships

Sits on Azure you own

No new contact-centre platform, no per-seat tax. Container Apps scales the orchestrator to call volume.

Explainable by default

SHAP attributions ship with every score — QA, compliance and agents see the why, not just the number.

Measured, not claimed

Randomised holdout runs alongside every offer arm. Lift is causal and reported per cycle.