↑ Corvana Agent Customer operations Meet your voice agent Routine calls. Approved answers. Clear boundaries.
Utility workspace SECURE ACCESS
CorvanaOS North Valley workspace Connect your workspace Access approved for this workflow.
Workspace account
Password
♧ Credentials encrypted · permissions scoped
Connect workspace ◌
Approved telephony + customer record systems CorvanaOS / Customer operations CONNECTED
North Valley › Customer operations
Good morning, Jordan. ♧ Private Routine answers Available 24/7
Sources Approved records
Escalation Human care ready
Call intent · customer queue CALL INTENT
Routine or human? Intent confidence
✓ Customer records CALL INTENT
Session Reason for calling Next action
✓ Policy & escalation CALL INTENT
✓ Approved source found Knowledge base · current version
01:20 ✓ Account verified CRM · read permission
02:21 ! Customer requests help Escalation policy · route to person
03:22 ✓ Within policy limits Payment policy · rule checked
04:23 ↗ Human agent requested Warm handoff · context included
05:24 ✓ Transcript retained Review log · session attached
06:25 ✓ Resolution by call type CALL INTENT
Answer from the record Illustrative mix
Outage Source found
Balance Verified
Billing Explained
Payment Escalate
Payment supportHuman review required ✓ Call activity CALL INTENT
Keep the conversation moving Session events
✓ Workflow checks CALL INTENT
Every decision, traceable Review status
✓ ✓ ✓ · ✓ ✓ · ✓ ✓ ✓ ✓ · ✓ ✓ · ✓ ✓ ✓ ✓ · ✓ ✓ · ✓ ✓ ✓ ✓ · ✓ ✓ · ✓ ✓ ✓ ✓ · ✓ ✓ · ✓
Source · Policy · Consent · Handoff
✓ Activity Chat Teams Calendar Calls Files ··· Apps Corvana Agent App 10:42
Payment support requested. This arrangement is outside the approved policy. A customer-care specialist is needed.
! Payment support · VC-1026
Account Verified customer record
Route Human review
Policy Outside standard arrangement
Context Transcript attached Acknowledge Open customer record
JD Jordan Davis 10:42
Corvana Agent I’m available. Keep the customer connected.
Corvana Agent App 10:42
I’ll confirm the transfer, then share the account context and conversation.
JD Jordan Davis 10:43
Ready when they are. I have the account open.
Corvana Agent App 10:43
Understood. Bringing you into the call with the full context.
Jordan is typing
＋ Start a post
Customer Payment support Calling… Connected
Corvana Agent “I can help with that. Let me check the options on your account.”
Customer “I need a different arrangement. Can I speak to someone?”
Corvana Agent “Of course. I’ll bring in a person and share what we’ve discussed.”
JD
Customer care Human representative ↗ Warm handoff Account + transcript + reason
✓ ✓ Customer connected to a person
✓ Account context shared
✓ Conversation attached
✓ Decision recorded for review
▥ Customer record CRM · approved access
✓ ≋ Call transcript Telephony · this session
✓ ▤ Payment policy Current approved version
✓ ⌁ Outage status System of record
✓ ✓ Review log Time-stamped decisions
✓ Account context SESSION VC-1026
Field Source value Use
Account Identity confirmed Verified
Balance Current source record Read only
Request Payment support In scope
Policy Standard arrangement Checked
Conversation record SESSION VC-1026
Field Source value Use
Intent Payment assistance Matched
Consent Customer confirmed Retained
Exception Outside policy Escalate
Handoff Care representative Complete
CONNECTED CONTEXT One conversation. Every source.
◉ Call session VC-1026
▥ Account Verified source
▤ Policy Approved rules
≋ Transcript Full conversation
↗ Human care Context attached
✓ Human care has the full picture Permissioned sources · traceable decisions
JD
Customer care Exceptions AM
Operations lead Quality & oversight North Valley / Customer operations WORKFLOW OVERSIGHT
Today’s escalations Approved sources only
People are handling the exceptions. Routine outage, balance, and billing questions were answered from approved records.
Payment requests outside the approved policy were routed to customer care with the full conversation attached.
Review the policy exceptions before expanding the agent’s authority.
↗ Review log ▤ Payment policy ≋ Call transcript
Ask about this workflow↑
CorvanaOS / Workflow builder ILLUSTRATIVE REPLAY
Put the workflow
✓ Check the approved call types
✓ Verify source-grounded answers
✓ Exercise the handoff path
✓ Keep a reviewable decision log
The review is ready.Source checks and escalation paths included.
◈ Your review appears here Call types · Source checks · Human handoff
North Valley › JD CORVANA AGENT / CUSTOMER OPERATIONS Good morningJordan Source Approved
Policy Checked
Handoff Available
Voice AI workflows ◉ Outage status Read the approved source record ≡
▤ Billing question Explain the verified account record ≋
⌘ Payment support Bring in a person for exceptions ≡
↗ Human care, one request away. Full context travels with the call.
Voice AI / Evaluation workspace WORKFLOW CHECKS
▤
EXPLORER ▾ VOICE-WORKFLOW ▾ scenarios outage-status billing-question payment-support ✓ policy-checks ≋ replay-log ▥ baseline ✓ policy-checks ×
1
2 suite("customer-operations" , () => {
3 case("outage-status" , async () => {
4 const answer = await replay(session);
5 expect(answer.source).toBe("approved" );
6 expect(answer.policyVersion).toBeCurrent();
7 });
8
9 case("human-handoff" , async () => {
10 const call = await replay(exception);
11 expect(call.route).toBe("customer-care" );
12 expect(call.transcript).toBeAttached();
13 expect(call.customerContext).toBeRetained();
14 });
15 });
TERMINAL Evaluation run
$ evaluate voice-workflow --approved-sources
✓ Answers trace back to an approved record
✓ Out-of-policy requests reach a person
✓ Context and transcript stay with the call
Review complete. Evidence ready for the team.
⑂ workflow-review ✓ Checks complete ◉ Human oversight enabled
Baseline comparison ENGAGEMENT RESULT
In-scope calls resolved by voice AI ~34% Voice AI resolved Remaining in-scope calls Rounded, anonymized · compared with baseline
CorvanaOS / North ValleyInteractive example
