AI LABS · GEMINI ENTERPRISE FRONTLINE — GOOGLE CLOUD × TILICHO
Omni-channel agentic communication OS.
Your customer has one conversation; your systems have twelve. Gemini Enterprise Frontline unifies voice, chat, email, web and campaigns into one governed, agentic layer — agents that understand context, act in your systems, speak your customers' languages, and bring in humans exactly when they should. Communications run on Tilicho Labs' proven platform; intelligence runs on Gemini in your Google Cloud environment.
Voice, chat, email, campaigns and service each run on their own stack, their own vendor, no shared memory.
Context dies at every boundary — customers repeat themselves, agents improvise, costs stay high, and nobody can audit what was said. An omni-channel agentic layer closes the gaps: one memory, one set of policies, one place every conversation is handled and recorded.
Context lost at every handoff
The customer explains the same issue to the IVR, the bot, and the human — and again next week.
Economics that don't scale
Assisted contacts cost ~7× self-service ones (Gartner, 2024) — and volume only grows.
Ungoverned conversations
Quality teams sample 1–2% of calls. The other 98% is unaudited risk.
Languages left unserved
Customer bases speak ten languages; the IVR speaks two.
From contact to improvement.
Every interaction — inbound or outbound — runs the same governed loop, and every step is recorded.
Contact
Interaction arrives on any channel — or the enterprise initiates outreach.
Identify
Identity and permissions resolved; consent and policy windows checked.
Understand
Intent understood in the customer's language, with full context retrieved.
Reason
Agent reasons over policies, history, and enterprise data.
Act
Governed actions executed in systems of record — payments, bookings, tickets, updates.
Escalate
Humans brought in on sentiment, complexity, or policy triggers — with full context.
Record
Outcome written back; 100% of the interaction logged and auditable.
Improve
Every interaction evaluated; policies, prompts, and workflows refined.
Start with one outcome. Expand on one platform.
Preconfigured agent packs — journeys, integrations, policies and dashboards — for the communications workloads that matter most. Each ships to a scoped production pilot in weeks.
Collections Agent
Recover more, earlier, with consistent and compliant outreach.
Human dialer teams reach a fraction of delinquent accounts, scripts drift, compliance exposure grows with every uncontrolled conversation, and early-bucket accounts age into expensive late-stage recovery.
8–12 weeks to a production pilot — one bucket, one language pairInbound Service Agent
Resolve the routine 60–80% so humans handle what humans should.
Static IVR trees frustrate customers, 40–60% of calls are status or account queries that need enterprise data rather than empathy, and every deflection failure lands on an expensive human queue.
6–10 weeks for a top-5-intents production pilotOutbound Lead Agent
Qualify every lead in minutes, not days.
Leads decay in hours; most enterprises respond in days. Human tele-calling teams are expensive to scale, inconsistent in qualification, and blind after the call ends.
6–8 weeks on a single campaign sourceEmployee & Student Support Agent
One front door for HR, IT, finance, and campus questions.
Employees and students bounce between portals, shared inboxes, and ticket queues for answers that already exist in policy documents and enterprise systems. Shared-services teams drown in repetitive tickets.
6–10 weeks for two functions (e.g., HR + IT) in one geographyAgent Assist & Conversation Intelligence
Make every human agent your best agent — and learn from every interaction.
Human agents toggle across a dozen screens, quality teams sample 1–2% of calls, and insight from millions of conversations never reaches product, risk, or marketing.
4–8 weeks · lowest-risk entry point — no customer-facing automationYour workload
Any inbound or outbound communication embedded in a business process can become an agent pack — designed and deployed with Tilicho Labs, governed on the platform.
Bring us a use case →Your industry's operating model, changed.
Each opens a full play — the executive case, ranked use cases, a live before-vs-after race, per-industry economics and a pilot you can start this quarter.
Financial Services
Every customer conversation, inside your risk perimeter.
See the play ↗Retail & eCommerce
From “where is my order?” to “here's what you'll love next.”
See the play ↗Telecommunications
A billion conversations, one governed layer.
See the play ↗Education
Every student question answered. Every applicant nurtured.
See the play ↗Global Capability Centres
The GCC that runs on agents — and builds them for the enterprise.
See the play ↗Adjacent industries — government & citizen services, healthcare, travel & hospitality, real estate, automotive and SMB — follow the same patterns. The five focus industries prove them first.
One integrated solution, three clear owners.
Tilicho provides the communications and voice-AI platform — nothing rebuilt from scratch. Google Cloud provides the intelligence, agents and governance. Your systems, rules and approvals stay yours.
Tilicho Labs
- Communications & voice-AI solution layer (existing platform + IP)
- Telephony & channel integrations
- API-based conversational execution
- Session, state & routing orchestration
- Implementation accelerators & customer-specific integration
- Deployment support & managed optimization
Google Cloud
- Gemini intelligence & reasoning
- Enterprise grounding & search
- Domain & workflow agents, multi-agent orchestration
- Enterprise-system actions & governance
- Security, identity, data & analytics
- Agent evaluation & observability
Your enterprise
- Enterprise data & systems of record
- Business rules & regulatory decisions
- Process ownership & change management
- Human approvals & escalation operations
- Success metrics & governance board
Every channel, every in-call capability.
The Tilicho layer: inbound and outbound voice and chat across phone, WhatsApp, web and email — with agents that retain context, act in real time, and hand over to humans with full intelligence intact.
Live action execution
Booking, lookup and workflows triggered during an active conversation.
Memory & personalisation
Individual-level experiences powered by persistent user memory.
Business knowledge (RAG)
Contextual responses grounded in your own domain knowledge base.
Multimodal & cross-channel
Send a WhatsApp message mid-call; voice and text in one journey.
Tool-driven decisioning
Calendar, CRM, notifications and operational workflows as live tools.
Context-aware handover
Escalate to humans with structured metadata and full context.
Natural, low-latency voice
Interruptions, retries and noisy-environment handling built in.
Multi-language
Language switching mid-call, handled natively — no restart needed.
Context continuity
State carried forward across turns, channels and sessions.
Post-call, measured, and built to scale.
The loop doesn't end when the call does — every conversation is processed, evaluated and improved, on infrastructure built for enterprise scale.
Post-call processing
- Transcripts, recordings and structured summaries
- Call-outcome classification for operational analytics
- Webhook triggers into downstream business systems
- Automated WhatsApp follow-ups to customers and owners
Performance evaluation
- Latency — end-to-end response time, monitored continuously
- Autonomous resolution — share of calls resolved without a human
- Conversion uplift — business-outcome lift from AI-led interactions
- Sentiment trends — tracked across calls and cohorts
Platform & scale
- Multi-tenant, multi-branch deployment for distributed rollout
- Concurrent call handling for real operational scale
- Service-oriented, modular and extensible by design
- Enterprise integrations and distribution-ready connectors
- Secure and PII-safe — governance-grade data handling
Not a subscription tier. A solution you shape.
Four integrated components — a one-time build by Tilicho, usage-based communications, Google Cloud consumption, and optional managed services.
Implementation & integration
Tilicho Labs · one-timeSolution design, platform integration, industry-workflow configuration, security setup, testing, change management.
Usage-based communications
Tilicho Labs platformConversational execution, telephony handling, session and routing — indicative ~$0.15 / call-minute (carrier charges billed separately).
Google Cloud consumption
Gemini Enterprise Agent PlatformIntelligence, grounding, workflow agents, governance, evaluation and analytics — consumption-based in your tenant.
Managed services (optional)
Tilicho Labs + Google CloudMonitoring, optimization, model/policy tuning and operational support of the deployed agents.
Modelled at 500K interactions / month, 3.5-minute average, 60% automation. The ~$0.15/call-minute rate is an indicative usage rate, not a fully-loaded cost — carrier, Google Cloud, managed support and retained human operations are modelled separately. All figures are planning estimates; a structured pilot replaces assumptions with your measured results before any scale decision.
Independently verified.
Third-party research, cited — not our own numbers.
Governed by design, not by hope.
Agentic communications only work at enterprise scale when trust is structural. Every conversation is identity-bound, policy-checked, logged and escalatable — with intelligence and data inside your Google Cloud perimeter.
In your tenant
Gemini intelligence, agent state, and logs run in your Google Cloud environment under your IAM, network, and residency controls.
Policy-bounded actions
Agents act only through permissioned tools, drawing offers and decisions from matrices your teams own — never invented terms.
100% auditable
Every prompt, retrieval, action, and escalation is logged. Compare with today's 1–2% call sampling.
Humans in the loop
Sentiment, complexity, vulnerability and policy triggers route to people — with full context, in your existing tools.
Continuous evaluation
Golden datasets and automated scoring gate every change to prompts, policies and workflows before it ships.
Cost controls
Usage-based communications and consumption-based intelligence keep unit economics visible and predictable as volume scales.
A use-case workshop this month. A measured pilot this quarter.
We start with your interaction data, pick one narrowly-scoped use case, baseline today's metrics, and run an 8–12 week pilot with explicit success thresholds — human fallback throughout, production path defined before we start.