Hanc.AI Documentation

Hanc.AI is an AI voice agent platform providing production-ready templates across 23 industries and 24 roles (14 customer-facing and 10 employee-facing, such as Secretary, Recruiter, and Internal Helpdesk). Key technical features include:

• RAG-based Knowledge Base: Uses Retrieval-Augmented Generation with confidence scoring to prevent hallucinations; low-confidence responses trigger escalation.
• Multilingual Support: Supports 25 languages with auto-detection, mid-call switching, RTL support for Arabic, and German dialect variants (DE, AT, CH).
• Communication Channels: Supports inbound/outbound phone calls, WebRTC browser widgets, SMS, WhatsApp, calendar booking, CRM synchronization, and bring-your-own-carrier SIP trunking (no-code configuration).
• Compliance & Hosting: GDPR and EU AI Act compliant with EU-only hosting on Microsoft Azure.

Phone numbers are billed monthly on top of the subscription plan (not available on the Free plan). Users can also connect their own carrier via SIP trunking on any plan for no per-number fee.

Pricing Table:

Hanc.AI provides several live integration methods to extend agent functionality:

• Webhooks: Send structured JSON data to any system after every call.
• REST API: Query external systems (CRM, inventory, orders) during a live call.
• Email: Send post-call notifications using customizable templates.
• SMS/WhatsApp: Send confirmations, links, or follow-up documents during or after calls.
• Calendars: Integration with Google Calendar and Outlook Calendar (via OAuth 2.0) for booking appointments, checking availability, and sending cancellation links.

Hanc.AI supports seven primary workflow patterns to define agent-caller interactions:

1. Appointment Booking: Calendar availability check, slot suggestion, and confirmation via email/SMS/WhatsApp.
2. Reservation: Handling table or room bookings.
3. Lead Qualification: Using BANT methodology to score prospects and route high-scoring leads to sales.
4. Support & Troubleshooting: Knowledge base access for solutions with escalation for complex cases.
5. Order Management: Processing orders, pricing confirmation, and status inquiries.
6. Outbound Campaigns: Reminders, follow-ups, collections, and surveys.
7. Information & Routing: FAQ handling via knowledge base and departmental routing.

Deploying a live voice agent on phone and web is a three-step process that requires no coding:

1. Choose a Template: Select from 24 available agent roles (e.g., Sales, Receptionist, Support).
2. Configure: Provide business information, select the desired language, and connect a calendar (Google Calendar or Outlook).
3. Deploy: Go live immediately to start handling calls.

The Voice Agent Factory is a no-code builder used to create and deploy agents. The process follows a 4-step wizard: select a role, configure business details, choose language, and set up integrations. Agents can be deployed to two channels:

1. Phone: Via a dedicated phone number.
2. Web: Via the WebRTC widget.

The WebRTC widget allows website visitors to interact with an AI agent directly in the browser without a phone number.

• Widget Types: Inline, Pill, and Floating.
• Customization: 12 color options and custom branding available.
• Cost: Web-calls are billed at a lower per-minute rate than standard phone calls.

Hanc.AI uses a Retrieval-Augmented Generation (RAG) knowledge base to ensure responses are grounded in specific business data and to prevent hallucinations.

• Supported Formats: PDF, DOCX, TXT.
• Confidence Scoring: Every answer is assigned a confidence score. Low confidence triggers an honest disclosure to the caller and an escalation to a human.
• Contextual Awareness: Agents recognize returning callers via Caller ID lookup and maintain continuity using conversation history.

Hanc.AI supports four primary connectivity methods:

• Inbound Phone: Dedicated phone numbers for incoming calls.
• Outbound Phone: Agent-initiated calls for campaigns.
• WebRTC: Browser-based voice via website widgets (offering a lower per-minute rate than phone).
• SIP Trunking: Enterprise-grade SIP connectivity.

Hanc.AI implements a RAG (Retrieval-Augmented Generation) approach to prevent hallucinations, grounding responses in uploaded documents. Customer data is never used for model training.

Data Handling Policies:

• Call Recordings & Transcripts: Stored encrypted (AES-256) in the EU. Retention is configurable for 30, 60, 90, or 365 days, with automatic deletion after the period expires.
• Knowledge Base: Documents are stored encrypted and processed for RAG indexing only.
• Caller Data: Phone numbers and entities are stored encrypted and subject to data subject rights (access, deletion, portability).