How Sophie works
Sophie combines four layers into a single managed service.
Sophie handles voice, chat, SMS and email through the same governed path. Voice uses Azure Communication Services and Azure Speech for real-time recognition and synthesis; chat, SMS and email use the same understanding and rules engine without the voice-specific layer.
Sophie doesn't just receive and respond. It follows governed workflows: identifying the person, capturing the reason for contact, classifying operational urgency, triggering alerts, and routing information to the right systems. Every workflow is configured, tested, and controlled — Sophie does not improvise.
Sophie connects to your systems. It can look up a contact in your care management system, confirm a roster in SharePoint, send an alert to Microsoft Teams, create a structured record, or export a report. These are governed actions, not open-ended API calls. Sophie does only what it is configured to do.
Everything Sophie does is visible. The Governance Centre is a web-based dashboard where your team can review interactions, inspect how Sophie handled each contact, manage alerts, and track operational performance across channels. It is the governance surface that makes Sophie auditable and reviewable.
One example — a voice interaction
This interactive example shows the voice path. Chat, SMS and email use the same understanding, rules, actions and governance without the voice-specific layer.
Governance Centre — illustrative capture
Inbound call arrives at the after-hours number.
How this voice call works
A call arrives at your number. Depending on your configuration, Sophie may answer directly, handle overflow when your team is at capacity, or activate when a call isn't answered within an agreed threshold.
Sophie answers immediately and begins a natural conversation.
Where possible, Sophie identifies the caller against your source system — by phone number, name, or other configured method.
Sophie captures the reason for the call in a structured format, following the configured conversation flow for that use case.
Sophie classifies the interaction by urgency using deterministic rules — routine, elevated, or requiring immediate escalation.
If an alert is triggered, it's sent to the configured channel (Teams, email) in real time.
If downstream actions are required — a system lookup, a record update, a report — Sophie executes them within the governed workflow.
The full interaction — recording, transcript, structured summary, and operational urgency classification — is logged in the Governance Centre.
Your team can review, act, and follow up with full context.
The Governance Centre
Interaction volumes, outcomes, alert counts, channel mix, and demand patterns by time of day and day of week. Your team can see what the service is actually being asked for.
Every interaction is available in a split-panel workspace: full transcript alongside the original audio. Jump to specific conversation stages, inspect how Sophie interpreted the caller's intent, and confirm that the summary matches what was said.
Interactions presented as a flow — showing how contacts move from entry through conversation stages to outcomes. This exposes patterns that are invisible in summary statistics.
Full audit logs, role-based access control, change history, and retention management. Every action Sophie takes is traceable. Every configuration change is versioned and reversible.
Real-time alerts to Microsoft Teams or email when trigger conditions are met. Configurable by urgency level and routing destination.