🟢 Interactive Demo · FIN-03⏱️ Try in ~2 min

Call-Center Agent Copilot

Real-time transcript + customer 360 + compliance script + ticket draft.

👉 For
Call-center agent
😖 Current pain
3-month ramp time for new agents; juggling listening, looking up, deciding, speaking, and recording at once.
✨ With AI
AHT 5min → 3min · first-call resolution 65% → 88% · agent attrition 35% → 18%.
📜 Customer story

Sarah, a 3-month-tenure call-center agent. When a customer asks about a credit-limit increase, she has to look up 4 systems, recite compliant disclosures, and draft a ticket — all at once. With Orion Copilot: as the customer speaks, the screen shows real-time transcript + customer 360 + suggested script + a compliance reminder ("Customer is 62 — disclose APR") + the ticket auto-drafts itself.

🎮 Interactive demo

Real functional demo · auto-plays after case selection
📞 Live Call · Agent Workstation
Inbound · Credit Card Servicing
Agent: Sarah Mitchell (3 mo tenure) · Customer: Robert Anderson (simulated)
LIVE · 00:00
🎙️ Live Transcript · Speaker Separated
ASR: Whisper-large-v3 · Diarization: pyannote · 99.4% accuracy
👤 Customer · 4-system Aggregate
nameRobert Anderson (simulated)
age62
tenure8 years
current Limit$5,000
credit GradeA
aum$285,000
risk Flag⚠️ Senior — disclosures required
🤖 AI Live Insights0/8

⚙️ AI processing pipeline

Tech stack, concrete operations and processing time at each step

1

Real-time ASR transcription

⏱ realtime
🛠️ Tech stack
Whisper-large-v3 fine-tuned + custom acoustic model + speaker diarization
📋 Operation

Low-latency streaming transcription (<300ms); EN/ES code-switch support; finance domain dictionary (8,000 terms); real-time diarization separates customer/agent turns.

2

Sentiment & intent recognition

⏱ 0.4s
🛠️ Tech stack
Multimodal sentiment (tone + text) + BERT intent classifier
📋 Operation

5 emotion classes (calm/concern/anger/anxiety/confused) with 0-1 intensity; 30+ business intents (limit-increase / complaint / inquiry / report-lost / etc.).

3

Customer 360 fetch

⏱ 0.5s
🛠️ Tech stack
Parallel microservice calls to 4 systems (core / cards / CRM / fraud) + Redis cache
📋 Operation

Fetches customer info, product holdings, last 6 months of transactions, credit score, recent complaints — aggregate latency <500ms.

4

RAG knowledge retrieval

⏱ 0.6s
🛠️ Tech stack
LangChain + vector DB (Milvus) + Reranker (BGE-Reranker)
📋 Operation

Semantic search over internal KB (23,000 product/policy/script entries) — Top 10 retrieved, reranked to Top 3.

5

Compliance rule engine

⏱ 0.2s
🛠️ Tech stack
Drools rule engine + LLM safety review
📋 Operation

Senior-age (>60) APR disclosure, sensitive-product suitability, marketing red lines, no principal-guarantee promises, rate disclosure obligation — 312 rules total.

6

Suggested-script generation

⏱ 1.2s
🛠️ Tech stack
GPT-4o + prompt templates + multi-objective optimization (compliance + CSAT)
📋 Operation

Combines profile + intent + KB context + compliance constraints to produce 3 candidate scripts; agent picks or tweaks before speaking.

7

Call summary + ticket draft

⏱ 8.5s
🛠️ Tech stack
GPT-4o + structured templates + CRM API
📋 Operation

Post-call auto-generates: (1) 6-section summary (request / resolution / promises / open items) (2) ticket field auto-fill (3) sentiment timeline.

💰 ROI across three dimensions

Itemized indicators across each dimension for a complete view

💰

Financial

AHT savings $0.85/call × annual call volume
⏱️

Efficiency

Agent ramp 3 months → 1 month
🏢

Organizational

Manager span 12 → 30 reports
attrition 35% → 18%
role upgrade "agent" → "customer-relationship manager"

🧩 AI capabilities used

A5ASR (Speech-to-Text)· PerceptionB2Text Classification· UnderstandingB3Sentiment & Intent Recognition· UnderstandingC1Retrieval-Augmented Generation (RAG)· RetrievalE4Decision Matrix / Scoring· ReasoningH1Multi-turn Dialogue (Context / Persona / Compliance)· DialogueI1Agent Workflow Orchestration / RPA+AI· Workflow

Want to deploy in your Finance & Banking?

Orion 4-12 weeks delivery · on-premise option · fully compliant

Calculate ROI →Delivery process