AI Engine
The engine that thinks before it acts.
Behind every Heard reply is a disciplined loop: understand what the customer means, retrieve the exact facts, validate before speaking, then act inside your systems. Grounding and citations are not features bolted on — they are how the engine works.
The core idea
Confidence you can inspect, not confidence you have to trust.
A fluent-sounding answer is worthless if it is wrong. The engine is built so that every claim traces back to an approved source, and every action leaves a record — so trust is earned by evidence, not assumed.
How the engine works
Understand, retrieve, validate, act
One reasoning loop runs behind every channel and every language. This is what happens between the customer’s message and Heard’s reply.
- 01
Understand
Parses intent, sentiment and language from the raw message — including code-switching between Arabic and English mid-sentence.
Gulf dialect and Modern Standard Arabic both handled natively.
- 02
Retrieve
Pulls the exact passages from your knowledge base and connected systems that bear on the question — and keeps the citation.
Grounded retrieval, not free association.
- 03
Validate
Runs multi-stage checks — is it grounded, on-policy, and within the agent’s allowed actions — before a word is sent.
Low confidence hands off instead of guessing.
- 04
Act
Executes the work in your systems: open a claim, check an order, issue a refund, book a slot — then cites what it did.
Every action logged and reviewable.
The guarantees
What the engine promises on every turn
Grounded answers
Every response is drawn from your approved knowledge — no open-ended invention, no confident nonsense.
Cited sources
The agent shows where an answer came from, so your team can verify it in seconds and trust it in production.
Multi-stage validation
Grounding, policy and permission checks run before the agent speaks or acts — not after a customer complains.
Real actions
The engine executes work in your systems through connected tools, not just paragraphs of text.
Clean handoff
When confidence is low or the intent is high-risk, it escalates with full context — never a cold transfer.
Learns from corrections
Every correction sharpens the next answer, across the whole team at once — no retraining project required.
Questions
Common questions
How does the engine avoid making things up?
It only answers from retrieved, approved sources and validates grounding before replying. If it cannot ground an answer with enough confidence, it hands off to a human instead of guessing.
What does "act inside your systems" actually mean?
Through connected tools the engine can take concrete actions — look up or update an order, open or check a claim, issue a refund, book an appointment, create a ticket — and it logs each action with its reasoning and source.
Can we see why it said what it said?
Yes. Every reply carries its citations and every action is recorded in an auditable trail, so you can inspect the reasoning behind any conversation.
Put the engine on your hardest channel.
First month free, up to 10,000 resolved conversations. Live in under a day.