A real voice on the line at 3 a.m. — without a human paying for it.
NightOwl is the real-time voice agent for after-hours support. It handles volume spikes without staffing for peak, escalates anything serious to a human, and keeps players from churning because no one picked up.
A 24/7 voice support team for a mid-size operator runs €8–15K/month just for night and weekend coverage — for a volume that's a fraction of the day shift. Cut the shift, and 25–35% of night calls go unanswered. Players who can't reach support deposit 23% less. There is no comfortable option in the trade-off.
AI voice handles routine after-hours calls; humans staffed only for peak day load.
3 a.m. caller still gets a real conversation, not a voicemail.
Promo-night volume spikes handled without temporary staffing.
Anything complex or VIP escalated to a human with full conversation context.
NightOwl runs a real-time voice loop: telephony connector → STT → intent classifier → action / knowledge agents → response generation → TTS → telephony. PAM and payments APIs are hit live for account-specific answers (deposit help, KYC status, withdrawal queue position).
Escalation is rule-based plus signal-driven: VIP detected, RG keyword detected, confidence under threshold, three failed clarifications. The escalation hand-off includes the full conversation summary so the human picks up cold.
"Voice in, action out — and a human picks up cleanly when needed."
Chat, email and voice run on the same core, one deployment. Start on the parent module for the full picture, pricing and timeline.