Oration: The Leading Conversational AI Platform

Who are you?

What do you want?

The first step in any conversation is to understand the reason for the enquiry. With Oration, this is done in a conversational way using lifelike text-to-speech, rather than a set of predefined options.

When a customer calls, the governed agentic AI ‘listens’ carefully to build its understanding while real-time transcription processes the audio. Oration instantly identifies the intent behind the customer's words, and extracts any relevant information (like dates, locations or product names). Oration can also refine its understanding by asking follow-up questions.

Who are you?

If required, Oration asks questions to identify a customer, for example, ‘what is your phone number?’ and ‘what is your account number?’. Using the customer’s ID or digital login token, the platform queries your CRM to establish their profile.

To verify the identity, Oration uses voice biometrics to securely confirm it is the correct person or if further authentication is required. Oration can ask follow-up questions, such as ‘what is your date of birth?’ or send an SMS link to capture secure details (like a one-time PIN). This ensures the platform — and subsequently your human agents — know exactly who they are dealing with before the conversation even begins.

How can I help?

With the user’s intent clearly understood, Oration’s governed orchestration engine steps in to decide how it can help. For routine queries, Oration triggers a generative AI response — grounded in your approved knowledge base — or executes a backend API call to resolve the issue (like processing a refund).

If the request is complex or requires human empathy, Oration intelligently routes the customer to the most appropriate human agent queue, passing along the interaction summary and verification data for a frictionless handoff