Salesforce MVP Hall of Fame (Shivanath Devinarayanan) · Founded 2022
Live call intent
The caller's intent tracked turn by turn during the call. Routing happens while they are still talking.
Founded 2022 · Founder in the Salesforce MVP Hall of Fame · Dubai HQ · Kochi studio
- 01Models · Claude, Gemini, OpenAI, Bedrock
- 02Agentic systems · Agentforce, CrewAI, ADK, A2A
- 03Agentic memory · Neo4j, Cognee, IndyKite
- 04Automation and voice · n8n, Retell
- 05Deployment and governance · identity, evals, policy, audit
The stack
How we would assemble it.
The honest no: if the work is a software factory with a named delivery date, we are the wrong partner.
The decision
The decision, drawn.
Choice over 51 banking intents on each transcript turn, 90% auto-route rule
Jev · Choice
What is the caller trying to do right now?
- card dispute
- balance
- fraud report
- loan enquiry
- complaint
- other
Caller: there's a charge I don't recognise from last night, I think my card was copied.
- fraud report0.82
- card dispute0.16
- other0.02
The flow
One call, routed while they talk.
On the line
The caller starts talking
Speech-to-text turns each turn into text while the call runs.
Each turn
Jev reads the intent
Card dispute, balance, fraud report, loan enquiry, complaint or other.
Above the line
The call moves
Routing happens while the caller is still talking.
After the call
A summary on the case
Gemini or Claude writes it into Service Cloud. Unsure turns stay with the agent on the line.
The job
What has to be true.
Act at 0.90 confidence or higher. Below that, a person or a larger model.
The figure
Builder's figure. Not reproduced by us.
Advancing Analytics banking demo with 51 categories
www.advancinganalytics.co.uk/blog/jev-the-smarter-cheaper-way-to-do-enterprise-ai-automationWrite your house rules into the request. When rules were left out, Jev got 5 of 24 right with high confidence (Huryn). Validate thresholds on labelled samples.
Who runs it
Who would run this, and what changes.
Example
Contact centre head, Dubai retail bank
Today: Callers pick the wrong IVR option and get transferred twice before they reach the fraud team.
After: Intent is read from what the caller says, turn by turn. Fraud reports and disputes reach the right team during the call.
Banks and lendersExample
Customer service manager, Riyadh consumer finance company
Today: Agents tag the call reason after they hang up. Most tags say "other".
After: The reason is set on the case during the call. The agent changes it only when Jev was unsure.
Service Cloud
The brief
Name the decision your team makes a thousand times a day.
We read the process and write down where Jev fits, where it does not, and where the line sits.