An illustrative reference architecture, not a customer
case study. No organisation is named and no deployment is described - this is
what the layers look like for a superannuation organisation,
so you can map it onto your own estate.
Channelswhere the conversation starts
Inbound numberspublished lines
SIP / contact centreexisting estate
Outboundcampaigns and callbacks
In-appbrowser WebRTC
▼
VoiceKernelthe agentic voice layer
Conversationagent, voice, turn taking
Knowledge groundinganswers with citations
Tool callsreads and writes back
Transferto a human, with context
Tenant isolationownership registry
Audit and erasureper call, per mutation
▼
Integrationyour boundary, your rules
REST + typed SDKscoped API keys
Signed webhooksretried, replayable
Live event streamSSE
▼
Superannuationyour systems of record
Registrybalances, contributions, units
Member portalSSO and secure messaging
Insurance-in-supercover and claims
CRMmember interactions
Advice desklicensed escalation
Only the bottom layer is specific to superannuation. The
three above it are identical in every deployment, which is the point: the
voice layer does not need to know what industry it is in, only which systems
it is allowed to reach and what it may say.
What it changes
Mechanisms, not projections. Each of these follows from something structural
about the work, so you can check whether it holds for your own queues.
Statement season stops being a crisisThe spike is absorbed instead of producing weeks of unanswered calls.
The advice boundary is enforced, not trustedWhere advice begins the call transfers, and the transfer point is auditable.
Lost-member campaigns become practicalOutbound at scale with do-not-call washing and budget control built in.
Members get the same answer every timeConsistency is the thing a fund is judged on when balances move.
What the agent actually does
Balance and contributionsVerify the member, read the balance and the last contributions, and explain a gap without speculating.
Investment switchesExplain options factually, record intent, and hand to a licensed person where advice begins.
Outbound member campaignsProactive contact for lost members or insufficient contributions, with DNC wash and a hard stop on dead lines.
What keeps it deployable
Advice boundaryFactual information only; anything resembling personal advice transfers, and the transfer point is auditable.
Member privacyVerification before any balance is spoken, and erasure on request.
Campaign governanceBudget and no-dead-line policy enforced before a campaign can start.
Statement season concentrates a year of enquiries into a few weeks.
NextRead the source
Everything above is in the open-source Community edition. Nothing on
this page needs a licence.
NextRun it yourself
Point it at your provider account and put one queue through it before
you talk to anybody.
NextThen buy the guarantees
An Enterprise agreement adds the SLA and the
support contract when it carries real volume.