How customer lifecycle agents work

Each agent runs four stages for each customer: Know, Act, Measure and Learn. All four run in your cloud account or your data centre.

Limits you set

Architecture

Five layers inside your security boundary, with Pulse checking each one.

Platform architecture: five layers, all running inside your cloud boundary, with Pulse checking all five. 1. Channels: Calls and messages come in and go out here. Modules: Voice: SIP, PSTN, WebRTC, SMS, WhatsApp Business, Email, Web chat. 2. Know: Who is on the line, decided in the first seconds. Modules: Liveness, Synthetic speech, Agent signature, Number history, Caller policy. 3. Agents: The conversation, the next step and the write-back. Modules: Dialogue and turn-taking, Contact rules, Tool calls, Hand-off to your team, Write-back. 4. Models: Post-trained open-weight models you own. Modules: Your model, open-weight 8–70B, Reward and training pipeline, Evaluation gate, Frontier fallback, optional. 5. Systems of record: Read and written through private connectors. Modules: Salesforce, Epic, Guidewire, Temenos, Finacle, Snowflake, Your API.

Know

Know who’s calling before taking action

Verified customers can make account changes. AI assistants get status updates only. Suspicious requests are blocked and sent to your fraud team

Liveness, synthetic speech, agent signature, and number history identify who is on the line. Verified humans get full account access. AI agents get status answers only. Suspected fraud is blocked from making changes and sent to the fraud team.

Alex Morgan: Human. Full account access. Payment date updated

Act

One conversation across calls and messages

Agents carry context across natural calls and messages, choose how to follow up, update your systems and bring in your team when needed

Maya’s identity, preferences and conversation history stay with the Actioneer agent across six stages. Scroll advances the journey. Stage buttons can also be selected with a keyboard or touch.
Maya Patel+1 (213) •••-8034
Actioneer agent

Voice chosen

Maya needs help verifying her identity and setting up her account

Identity verified · Text preference saved

Not chosen
  • SMS

    Setup needs a conversation

  • WhatsApp

    No opt-in yet

  • Email

    Identity check needed first

  • Chat

    No active session

Measure

Every conversation, scored

Pulse checks your rules, shows what needs fixing and connects each score to the customer’s outcome

How Pulse scores calls
Pulse by Actioneer
Call review
Customer calls

Maya Patel

+1 (213) •••-8034

Payment plan · 02:14
Call score96/100Passed

Payment plan confirmed

01:42
Customer

“Yes, two payments of $210, on the 15th and the 30th”

Linked outcome

$210 payment received

Loan system · 2 days later

Learn

Post-training on your call results, inside your environment

We post-train open-weight models in your environment, with verified repayments and Pulse scores as rewards. A candidate ships only when it beats the live model on your rubric.

How agents are trained
Your cloud

Maya Patel

+1 (213) •••-8034

Verified payment

$210received

Loan system
Pulse score

96/100

Your rubric

Prepare the example

  • Payment verified
  • Conversation scored
  • Personal details removed
v7 livev8 queued

Limits you set

Agents use only the tools, fields and terms you approve

Agents can

  • Answer questions, send reminders and book appointments
  • Take payments and update approved records
  • Ask for verification or hand off to your team

Agents can’t

  • Override your systems or your team’s decisions
  • Offer amounts, discounts or dates outside your limits
  • Share account details before identity is verified

If a tool or check fails

  1. Stop
  2. Log
  3. Hand off with transcript

Deployment options

Run the full stack in your VPC, on your own hardware, or in a dedicated single-tenant cloud we manage.

Managed

Actioneer cloud, single-tenant

Your VPC

Recommended

AWS, Azure or GCP

On-premises

Your own hardware

Environment
Live inDaysWeeksA quarter
Data residencyActioneer region of your choiceYour regionYour data centre
Operated byActioneerActioneer, in your accountYou, with Actioneer support

Integrations

Telephony

  • Twilio
  • Genesys
  • Five9
  • NICE

Messaging

  • SMS and MMS
  • WhatsApp Business
  • Email
  • Web chat

CRM

  • Salesforce
  • HubSpot
  • Microsoft Dynamics

Industry systems

  • Epic
  • athenahealth
  • Guidewire
  • Duck Creek
  • Temenos
  • Finacle

Data

  • Snowflake
  • Databricks
  • BigQuery
  • Postgres

Identity and security

  • SSO
  • SCIM
  • Your KMS

See an agent handle one of your calls

Pick a call you run today, such as a payment reminder or a renewal. We’ll run it live and show you how Pulse scores it