Four jobs. One operating layer. Every call.
Identity-verified callers. Live business context. Authorized action. Operator-grade control. The platform that runs every Trillet call.
Architecture
How the layers fit.
Four jobs running on every call. Each layer has its own responsibility. Together they are the operating layer.
The system, top-to-bottom.
Three active layers handle the call. A fourth wraps them in operator-grade control. Below, the voice & telephony foundation — a layer we abstract from the call.
Wrap · Operator-grade control
Routing, summaries, CRM updates, owner alerts, escalations, follow-through — authorized action per deployment.
Live business context retrieval — CRM, calendar, identity, knowledge base, account state.
Identity verification gates the call — caller authenticated before any account-touching action.
Foundation · abstracted
STT + TTS + LLM + telephony providers — abstracted from the call.
Verify
Identity-aware from the first second.
The agent verifies the caller before any account-touching action. Verification mode is configured per deployment. The same agent can use different verification modes for different call paths.
SMS or voice-channel one-time code, configurable per deployment.
Voice-pattern verification against an enrolled voice print. Available on enterprise engagement.
Account-specific challenge questions, configured per deployment.
Higher-standard verification per regulated requirement — banking-grade identity check, HIPAA-compliant identity confirmation.
- Step 01Caller dials in+1 (XXX) XXX · 0482IDENTIFIED · phone match · CRM record found
- Step 022FA code sent to verified mobileSENT · code: ***
- Step 03Caller speaks codeVERIFIED · authentication passed
- Step 04Account-touching action authorizedREADY · agent proceeds with account changes
Ground
Reads your live systems. Writes to them too.
The agent works against the same business state your team works against — not a periodic export, not a cached snapshot.
Read account history, contact record, open tickets. Write call summary, next-step, status updates.
Read availability per resource. Write bookings, reschedules, cancellations.
Verify caller against your identity provider. Read role + permissions for in-call authorization.
Read live knowledge articles, intake rules, escalation paths. Per-deployment KB scope.
Act
Authorized action. Per-deployment scope.
What the agent can do is configured per deployment. Authorized scope per call path. Human-in-the-loop where the call requires one.
Route the call to the right team, queue, or human based on verified intent and account state.
Generate the call summary against your fields. Push to CRM, knowledge base, or downstream workflow.
Write next-step, status, sentiment, intent into CRM during or after the call.
Notify the account owner via email, SMS, Slack, or webhook based on call outcome.
Escalate per policy: high-value deal, regulatory flag, sentiment threshold, agent-confidence threshold.
Post-call workflow: SMS confirmation, email summary, calendar invite, follow-up call queued, ticket created.
Control
Operator-grade control.
Testing, observability, access controls, deployment boundaries. The platform behaves the way enterprise environments require.
Per-call test mode. Replay flagged calls in evaluation environment. A/B test prompts and routing logic on production traffic with controlled exposure.
Continuous metrics on call outcome, latency, sub-processor performance, intent classification accuracy. Configurable alerting per deployment.
Role-scoped access to operator console, audit logs, configuration. Single-sign-on integration per deployment.
Authorized scope per deployment per call path. What the agent can do is bounded, not open-ended.
One call, end to end
Watch a single call go the distance.
Most voice agents stop at the conversation. Trillet runs on your live business systems — verifying, grounding, acting, and following through on every call.
Before anything else happens, the caller is who they say they are.
Before anything else happens, the caller is who they say they are. Trillet authenticates against your CRM record — 2FA out of band, voice biometrics, or whatever your compliance layer requires. No account-touching action begins until verification completes.
- CRM record matched · account #8842 · (00:04)
- 2FA code sent to mobile ending 4217 · (00:09)
- Code: 638012
- Code confirmed · identity verified · (00:31)
The agent reads your systems the way a good rep would — live, not from a stale extract.
The agent reads your systems the way a good rep would — live, not from a stale extract. Account history, open tickets, per-product rules, calendar availability. Trillet grounds the conversation in whatever your business already runs, so the answers match what your CRM says right now.
- CRM · account tier · platinum · 6y customer
- Auth policy · password reset · requires recent 2FA ✓
- Ticket history · 0 open · last issue resolved 2 weeks ago
- Fraud signal · clean · device + number match on file
Where most voice agents stop
The conversation ends. Nothing is written, scheduled, or routed. A human picks up the work after the call.
Trillet takes the action the caller asked for — on your systems, inside the scope you granted.
Trillet takes the action the caller asked for — on your systems, inside the scope you granted. Password reset issued, calendar event booked, ticket created, CRM updated. Every action runs against your live backend with an auditable trail, not an export.
- Password reset · email + SMS sent · POST /accounts/8842/reset · 200 OK
- CRM summary written · interaction logged · PATCH /contacts/c-8842/interactions · 201 Created
- Fraud alert suppressed · signal clean · POST /risk/review/skip · 200 OK
The call wraps, and the work keeps moving — on its own.
The call wraps, and the work keeps moving — on its own. Confirmation queued. Next-best-action written into the CRM. Escalation routed to the right human if something needs one. The post-call layer is where most voice products quietly hand the work back to your team. Trillet doesn't.
- Email summary · sent to customer · "Your password has been reset. Full interaction log attached."
- CRM next-step · 30-day check-in scheduled · assigned to account owner Rachel L.
- SMS confirmation · queued for 09:00 tomorrow · "Your account is secure. Anything else we can help with?"
- Escalation · none required · intent satisfied · confidence 0.97 · no hot signal flagged
Call wrapped. All four post-call actions dispatched. Customer notified.
Evaluate the platform
Map your call paths. Map the platform underneath.
We review your call-path mix, identity requirements, business systems, action authorization, and deployment shape. End with a real plan for what the platform looks like running in your environment.
Evaluation agenda · 3 weeks
- 01Call-path reviewWeek 1
- 02Identity & auth mappingWeek 1
- 03Systems integration planWeek 2
- 04Action scope & guardrailsWeek 2
- 05Deployment proposalWeek 3