Capabilities: Enterprise Voice & Chat AI

AI Voice Automation

Handle your busiest inbound queues without adding headcount.

Poocho AI voice agents answer calls in Urdu, Arabic, and English, understanding natural speech, routing accurately, and resolving enquiries end-to-end without a live agent. Deployed on your infrastructure, call recordings never leave your servers.

Native Urdu, Arabic, and English speech recognition, no code-switching friction
Intent detection and dynamic routing across departments and IVR trees
Full containment for top enquiry types: balance, status, complaints, FAQs
On-premise or private-cloud deployment for regulated industries
Urdu text-to-speech (Urdu TTS) output: natural-sounding Urdu speech trained on regional Pakistani accents

AI voice automation, phone call handled by Poocho AI

Conversational AI & Messaging

Smart chat across every channel your customers already use.

WhatsApp, web widget, mobile app, Poocho AI maintains context across sessions and resolves the majority of queries before they reach a human agent. Supports Urdu and Arabic alongside English, with fallback handoff to live agents when needed.

WhatsApp Business API integration with end-to-end encryption
Web and mobile chat widgets with zero-code deployment
Context-aware conversations, remembers prior turns within a session
Seamless handoff to human agents with full conversation transcript

Conversational AI and messaging across channels

Omnichannel Orchestration

One AI layer connecting every customer touchpoint.

Voice, chat, IVR, WhatsApp, orchestrated through a single platform so customer context travels with them across channels. A caller who switches to WhatsApp mid-journey picks up exactly where they left off, without repeating themselves.

Unified customer profile across voice, chat, IVR, and messaging
Channel-agnostic journey design from a single workflow editor
Real-time event sync between touchpoints, no context loss on channel switch
Consistent tone and language handling across every channel

Omnichannel orchestration across voice, chat and messaging

Agent Assist

Make every agent your fastest, most knowledgeable one.

Real-time AI suggestions surface the right answer during live calls and chats, pulling from your knowledge base, policy documents, and historical resolutions. Auto-summarisation drafts call notes before the agent hangs up.

Live suggestion panel, next-best-action and response drafts in real time
Automatic post-call summary and disposition tagging
Knowledge retrieval from your own documents and SOPs
Works in Urdu, Arabic, and English within the same session

Agent assist, AI Receptionist handling inbound calls

Campaign & Outbound Automation

Proactive outreach at scale, at a fraction of the agent cost.

COD verification, payment reminders, appointment confirmations, loan follow-ups, Poocho AI handles high-volume outbound campaigns in Urdu and Arabic with personalised voice or message, full compliance logging, and real-time disposition tracking.

Scheduled and triggered outbound voice calls and WhatsApp messages
Dynamic personalisation, customer name, amount, date pulled from your CRM
Compliance-ready call recordings and disposition audit trail
Retry logic and channel fallback (voice → SMS → WhatsApp)

Campaign and outbound automation, Poocho AI live call dashboard

Integration & Domain AI Training

AI that knows your business as well as your best employee.

Connect Poocho AI to your CRM, core banking system, ERP, or ticketing platform, then fine-tune on your product catalogue, policy documents, and historical transcripts. The result is an AI that resolves enquiries your industry-generic bots can't touch.

Pre-built connectors for common CRMs, core banking, and ticketing platforms
REST API and webhook support for custom integrations
Fine-tuning on your documents, FAQs, SOPs, and call transcripts
Continuous learning from agent corrections and resolution outcomes

Integration and domain AI training, platform connectors

Frequently asked questions, platform.

What telephony platforms does Poocho AI connect to?

Poocho AI connects to Genesys, Avaya, Cisco UCCE, Asterisk, and most SIP-based PBX systems via standard SIP trunking. For cloud contact centres, connectors for Twilio, Vonage, and AWS Connect are available. If you run a proprietary or legacy telephony stack, our solutions engineers scope a custom integration during the pre-sales phase, which typically takes one to two weeks to validate.

How do I integrate Poocho AI with our CRM or core-banking system?

Poocho AI exposes a REST API and webhook framework for real-time data exchange with CRMs, core-banking platforms, hospital information systems, and ticketing tools. Pre-built adapters are available for Salesforce, Dynamics 365, and select core-banking platforms used across Pakistan and the Gulf. For proprietary systems, we provide an integration specification and work alongside your IT team to connect and test before go-live.

Can the AI be trained on our own documents and call recordings?

Yes. Domain AI training on your own SOPs, product documentation, FAQs, and past call transcripts is available on the Enterprise plan. The training process is supervised, meaning your team reviews intent mappings before they go live. Continuous learning from agent corrections is also available, so the model improves from real production interactions over time without requiring a full retraining cycle.

Does the platform support real-time agent assist during live calls?

Yes. Agent Assist listens to live calls and surfaces relevant knowledge-base articles, compliance prompts, and suggested responses on the agent's screen in real time, without the agent searching. It also flags calls where tone or keywords suggest escalation risk, giving supervisors visibility before a call deteriorates. Agent Assist integrates with your existing agent desktop via a lightweight widget and does not require replacing your CRM.

What reporting and analytics are included?

The platform dashboard provides real-time and historical reporting on containment rate, escalation triggers, average handle time, intent distribution, and conversation-level quality scores. For voice deployments, call recordings and AI-generated transcripts are stored in tamper-evident logs that meet regulatory retention requirements. Custom dashboards and data exports to your existing BI tools are available on Growth and Enterprise plans.

Everything your contact centre needs, built into one AI platform.