Our claims outcome card used to show probabilities. Assessors could read them and still not know what to do. Rebuilding it around natural frequencies, one verdict and one recommended action changed how it got used.
Brand assets in document templates used to be fetched and base64-encoded on every generation. Managing them properly turned a rebrand from fifty-two edits into one, and the fortnight went on keeping brand assets and client documents firmly apart.
Swapping the API call takes an afternoon. The work is in the status vocabulary your workflows already depend on, and in what you believe about a message you cannot confirm.
Detection gets a voice agent to launch. What keeps it working is a handful of per-agent settings: barge-in sensitivity, greeting wait on outbound, call duration limits, and every way a call can end.
What we learned building SwiftCase's workflow engine over 15 years - from modular architecture to event-driven processing. The decisions that let us scale to millions of cases.
How Switchboard combines custom-built AI models with external providers - OpenAI, Anthropic, Deepgram, ElevenLabs - to optimise for each task while avoiding vendor lock-in.
Building voice AI agents that feel natural is harder than it looks. Here are the technical challenges we solved building Switchboard - from interruption handling to turn-taking.
