01 / FEATURE
Six ASEAN languages
Thai, Vietnamese, Indonesian, Filipino, Malay and Burmese, with code-switching handled, not penalised.
Production-grade Voice AI, every call answered in your customer's language, under your brand.
ASEAN runs on six major languages. Hiring native speakers for each is impossible at scale. We build voice systems, powered by Call.SG, that handle calls with natural flow, sentiment awareness and real-time escalation.
The problem
Off-the-shelf voice doesn't speak your customers' language.
Generic voice assistants are tuned for English-speaking markets and pristine recording environments. Your customers call from busy streets, hawker centres and warehouses, in Bahasa, Tagalog, Vietnamese and Thai, often switching mid-sentence.
Your accuracy bar is high. A robotic agent that mishears “cancel” as “confirm” is worse than no agent at all. Your compliance bar is strict, PDPA, recording consent, sectoral rules.
What you need is a voice system trained on ASEAN languages and accents, with sentiment detection, real-time escalation and a brand voice that sounds like you, not like a generic IVR.
Our approach
Multilingual voice, tuned for ASEAN, deployed under your brand.
Six ASEAN languages covered natively. Sentiment and intent detected in real time. Brand voice and persona configured to your tone. Escalation paths to human agents when the conversation calls for it. FORGE-aligned end to end.
Capabilities we ship into production.
02 / FEATURE
Natural conversation flow
Context-aware, interrupt-tolerant, and tuned to pace and prosody. No robotic responses, no awkward pauses.
03 / FEATURE
Sentiment & intent detection
Real-time analysis of tone, pace and language cues. Frustrated callers escalate; satisfied callers complete; trends flow to ops.
04 / FEATURE
Your brand voice
Persona, vocabulary and tone calibrated to your brand, every interaction sounds like your company, not a generic vendor.
05 / FEATURE
Intelligent routing
Routine calls handled end-to-end; complex cases routed to a human with full context, not a cold transfer.
06 / FEATURE
Real-time transcription & summary
Multilingual transcription with speaker ID, topic extraction and automatic summaries, dropped straight into your CRM.
The Framework
How we build it, FORGE-aligned, four phases.
From language coverage and brand voice to live deployment, with conversation quality measured continuously.
PHASE 01
ASSESS
Map call types, languages, peak volumes, escalation paths and compliance constraints. Identify which call categories are right for voice automation, and which aren't.
Deliverable
Voice automation brief & call taxonomy
PHASE 02
ARCHITECT
Design the conversation flows, brand voice, language coverage, sentiment thresholds and human-handoff logic. Define the eval harness for accuracy and CSAT.
Deliverable
Voice architecture & flow design
PHASE 03
BUILD
Build conversation flows, integrate with your telephony and CRM, train language and intent models, and run shadow-mode evaluation against your live call queue.
Deliverable
Production voice system + CRM integration
PHASE 04
OPERATE
Monitor call quality, sentiment, deflection rate and CSAT. Add new intents and languages as call patterns evolve. Continuous tuning on real conversations.
Deliverable
Live voice agents + dashboards
Where Voice AI earns its keep.
Six call patterns where automation is honest, not a worse version of a human, but a faster, multilingual, always-on first line.
Customer support first line
Account lookups, order status, password resets and FAQ, handled end-to-end in the caller's language.
~70% deflected
Outbound notifications
Appointment reminders, payment due notices, delivery updates, in the right language, at scale, with confirmation captured.
6 languages
Lead qualification
Inbound enquiry triage, capture intent, qualify against criteria, route hot leads to sales with full context.
24/7
Collections & reminders
Empathetic, sentiment-aware reminder calls, with escalation to a human the moment tone shifts.
Sentiment-aware
Survey & feedback capture
Multilingual post-interaction surveys with structured intent capture, not just star ratings.
Structured output
Government & public services
High-volume citizen lines, service queries, appointment booking, status checks, in the languages constituents actually speak.
PDPA-aligned
EIS Voice AI vs. an off-the-shelf IVR.
Why traditional IVR and generic voicebots collapse the moment a real customer picks up the phone.
Status Quo
Off-the-shelf IVR / voicebot
- English-first; ASEAN languages bolted on or absent
- No sentiment signal, frustrated callers stay stuck
- Generic voice and tone, no brand alignment
- Cold transfer, human starts from zero
- Transcription is an afterthought, if it exists
- Compliance retrofit, not built-in
The EIS Way
EIS / Call.SG voice
- Six ASEAN languages with code-switching handled
- Sentiment detection routes frustrated callers in real time
- Brand voice and persona configured to your company
- Full context handed to humans on escalation
- Real-time transcription dropped into your CRM
- PDPA-aligned recording, retention and consent flows
What you instrument from day one.
Containment rate, share of calls completed without a human
CSAT and sentiment trend per call type and language
Average handle time vs. the manual baseline
Escalation reasons, grouped, ranked and feeding the next training cycle
Language coverage gaps, surfaced before customers complain
PDPA-aligned recording, retention and consent flows
FAQ
Frequently asked
What CX and ops leaders ask before they let an agent answer the phone.
Q01Will customers know they're talking to AI?
Yes, by default we disclose, both because PDPA expects it and because trust matters more than the illusion. The agent still sounds natural; it just doesn't pretend.
Q02Which languages do you actually support?
Thai, Vietnamese, Indonesian, Filipino, Malay and Burmese natively, plus English. Code-switching is handled, a single call can move between languages without breaking.
Q03How does it integrate with our telephony and CRM?
We integrate with major SIP providers and CCaaS platforms, and write call summaries, transcripts and structured intent data straight into your CRM. No manual logging.
Q04What about PDPA and recording consent?
Built in. Disclosure prompts, consent capture, retention windows and PDPA-aligned deletion flows are configured during ARCHITECT, not bolted on later.
Q05What happens when the agent doesn't understand?
It escalates to a human with full conversation context, not a cold transfer. Your agent picks up where the AI left off, in the same language, with the issue already classified.
Book a Voice AI assessment
30-minute call. We'll review your call mix, language coverage and CRM stack, and tell you which call types are right for voice automation today.
Book assessment
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