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Platform · VivoSupport

Every hotline call,
on a register a regulator can audit.

VivoSupport answers your community hotline with conversational AI, turns each call into a structured case while the caller is still on the line, tracks it against SLAs and records the outcome in your complaints register.
  • Recording consent first
  • Telephony in AWS Sydney
  • Evidence required to close

The problem

Most hotlines are a patchwork of answering services, spreadsheets and goodwill.

Every major project runs the same machinery: a number the community can call, a register the complaints must land in, and an obligation, contractual, environmental or statutory, to show what happened next.

VivoSupport replaces the patchwork with a single pipeline, from the moment the phone rings to the moment the register is exported for a regulator. AI does the intake, transcription and triage. Your team does the judgement.

The after-hours call

Without a connected record
Staff the line around the clock at significant cost, or send after-hours callers to voicemail and hope the message is intelligible, complete and actioned.
With VivoAI
A conversational AI assistant answers, takes a structured report, confirms it with the caller and opens a case. A human queue or external operator is always one transfer away.

How a call becomes a case

Five steps, most of them before the caller hangs up.

  1. 01

    The phone rings

    A community member calls your hotline on an Australian number, provisioned in minutes or ported from your existing service.

  2. 02

    Consent, then conversation

    After a privacy notice and explicit recording consent, a conversational AI assistant takes the report, asking the follow-up questions a trained operator would.

  3. 03

    Read-back confirmation

    The assistant reads the summary back and asks the caller to confirm it before anything is lodged. Callers can remain anonymous.

  4. 04

    A case exists before the call ends

    A structured support case is created mid-call, with the incident type, location, urgency, and the caller’s desired outcome already captured.

  5. 05

    Evidence attaches itself

    The recording, the authoritative transcript, and the AI’s summary, sentiment, themes, and risk assessment are preserved on the case with full provenance.

Intake

Answered like a trained operator would.

Calls are answered by a conversational AI assistant running on managed AWS telephony in Sydney. It establishes what happened, where, when, whether there is actual or potential harm, what immediate controls are in place, and how urgent the caller believes it is, then confirms its summary before lodging anything.

  • Australian phone numbers provisioned self-service, or ported in from your existing hotline provider
  • Privacy notice and explicit recording consent captured before any intake begins
  • Structured intake covering incident type, location, time, harm, immediate controls, and urgency
  • Anonymous reporting supported, with caller identity suppressed from the case record
  • Staffed fallback to a human queue or external operator, with an optional SMS summary for the caller

From call to case

The case arrives carrying its evidence.

Every call is transcribed automatically. The authoritative transcript supersedes the in-call provisional record when it arrives. AI enrichment adds the analytical layer, each part with a confidence level rather than a pretence of certainty. An exact phone or email match links a known stakeholder automatically; anything ambiguous becomes a suggestion a person accepts or rejects.

  • Cases created mid-call with idempotent handling, so a repeated event can never create a duplicate
  • Authoritative and provisional transcripts clearly badged, so reviewers know which version they are reading
  • Summary, sentiment, themes, risk score and classification, each with a confidence level and rationale
  • Stakeholder and property matching, with human review of anything the system is not certain about
  • Cases share the platform graph: stakeholders, properties, projects, interactions and actions stay linked

Case management

A hotline is only as good as what happens after the call.

The case workflow is designed for organisations that answer to regulators, boards and communities.

One rule is hard-wired

A case cannot be resolved by automation without resolution evidence attached.

Closure is something your team demonstrates, not something a workflow rule declares.

Lifecycle
Eleven statuses from new to closed, four priorities and four severity levels, with assignment, escalation, comments, attachments and a complete activity log.
SLAs
Policies per case with business-hours calendars, pause and resume, approaching-deadline warnings, breach detection and automatic escalation.
Satisfaction
Customer satisfaction captured per case and reported by agent and team.
Access
Role-based access throughout, with call recordings behind a separate protected permission.

Automation with guardrails

The routing work, done once and done right.

Automation handles the coordination that consumes coordinator time. The guardrails are there because a rule that silently misfires is worse than no rule.

  1. 01

    Routing

    Assign cases by keyword or category, adjust priority, tag, suggest knowledge base articles and notify the right people when status changes. Rules span creation, updates, comments, status changes, resolution and enrichment.

  2. 02

    Re-routing after enrichment

    Rules re-evaluate after AI enrichment, so a case that arrives looking routine and enriches into something serious is re-routed rather than left in the wrong queue.

  3. 03

    Exactly once

    Every automation runs exactly once per trigger, with a persistent ledger, and every assignee and recipient is validated against your tenant. An automation engine that can silently misfire is worse than none.

  4. 04

    Knowledge where it helps

    An agent knowledge base with categories, search, helpful-voting and per-case linking, plus a separate voice knowledge base that grounds what the in-call assistant can say.

For the regulator

A register a regulator can audit.

An auditor will ask not just what was reported, but what you did about it and how you know. The five-pillar complaints register answers all three, for obligations like environmental permit compliance.

  1. 01The complaint
  2. 02The affected stakeholder or property
  3. 03The interactions and actions taken
  4. 04The resolution
  5. 05The escalation path

Exportable to CSV for regulator reporting.

For operations

Reporting for the people running the line.

Cases
Cases by type, status and severity, with CSV export.
SLA metrics
A live view of SLA performance, with dedicated queues for breaching and at-risk cases.
Agents
Agent and team performance from persisted case outcomes: first response, resolution time and satisfaction.
Calls
Volume trends, flow completion, escalation rate and sentiment distribution.

Runs in Australia

Enforced in code, not promised in configuration.

Pipeline
Telephony, transcription and AI enrichment all run in the AWS Sydney region.
Enforced in code
Inbound telephony events from any other region are rejected, and the AI services refuse to start if pointed anywhere other than Sydney.
Inference
AI inference uses Australian inference profiles, consistent with the wider VivoAI platform.
Recordings
Call recordings and transcripts sit behind a dedicated protected permission on top of standard role-based access.
Personal information
The risk-assessment step sanitises personal information before analysis.

Hotline questions

What hotline owners ask first.

  1. What software can answer a community hotline after hours?

    VivoSupport answers your community hotline with a conversational AI assistant. After a privacy notice and explicit recording consent, it takes a structured report, reads the summary back for the caller to confirm, and creates a case before the call ends. A staffed fallback to a human queue or external operator is always one transfer away.

  2. Can we keep our existing hotline number?

    Yes. Australian phone numbers can be provisioned self-service, or ported in from your existing hotline provider. Either way, calls run on managed AWS telephony in the Sydney region.

  3. How does VivoSupport produce a complaints register for the regulator?

    Every case records the complaint, the affected stakeholder or property, the interactions and actions taken, the resolution and the escalation path. That five-pillar register is exportable to CSV for regulator reporting, for obligations such as environmental permit compliance.

  4. Can automation close a complaint without evidence?

    No. A case cannot be resolved by automation without resolution evidence attached. Every automation runs exactly once per trigger, with a persistent ledger, and rules re-evaluate after AI enrichment so a case that turns out to be serious is re-routed rather than left in the wrong queue.

  5. How are response times and SLAs tracked?

    Each case can carry an SLA policy with business-hours calendars, pause and resume, approaching-deadline warnings, breach detection and automatic escalation. A live view shows SLA performance, with dedicated queues for breaching and at-risk cases.

  6. Where are calls processed, and who can hear the recordings?

    Telephony, transcription and AI enrichment all run in the AWS Sydney region, and inbound telephony events from any other region are rejected. Call recordings and transcripts sit behind a dedicated protected permission on top of standard role-based access, and the risk-assessment step sanitises personal information before analysis.

Next step

The hotline your obligations assume you already have.

Permit conditions, community commitments and complaint-handling standards all assume calls are answered, recorded, actioned and reportable. VivoSupport makes that true without a 24-hour call centre, as part of the same platform that manages your stakeholders, properties and projects.