Pain that affects everyone
The Problem
Today, the implementation of processes rarely fails due to a lack of information – but rather due to friction: tool hopping, queries, ticket loops, loss of context.
1
Understand intent and context
‘Do it like last time with customer Müller’ (role, ticket, device, location, time).
2
Clarify interactively
Ask questions until the information is clear (‘Do you mean location A or B?’).
3
Act in a controlled manner
Use tools (CRM/ERP/ticketing/BI), perform actions, confirm and log them in an auditable manner.
1 minute in your company
User: ‘Please create a service case for customer Müller and suggest an appointment for tomorrow morning.’
Voice AI: ‘Which location are you referring to – Vienna or Graz?’
User: „Vienna.“
Voice-AI: „That’s fine, I’ll create the service case with high priority and a time slot between 9 and 11 a.m. Is that okay?
User: „Yes, thanks. That’s OK.“
Voice-AI: ‘All right. Case #4821 has already been created, the technician has been informed, and the information is currently being logged.’
User: ‘Great, that saved me a lot of time again.’
Voice-AI: „Always at your service.“
Context instead of clicks. Results instead of friction.
From words to action – with a clear process
Talk to your work: The Voice Operating Layer Flow in detail
The Voice Operating Layer is an orchestrator:
- It translates natural language into structured actions.
- It decides when to query data, when to take tool action, and when to escalate.
It makes everything more controllable (policies, rights, confirmations, audits).
1
Talk
User formulates a goal in natural language (including context/abbreviations)
2
Understand
Layer recognises intent, entities, roles, data requirements – and retrieves sources
3
Confirm
Risk-based reinsurance (preview, confirmation, step-up for high risk)
4
Execute
Tool action is executed (validated, idempotent, with error paths/escalation)
5
Log
Ledger-Event + Evidence Bundle (Source → Policy → Decision → Action → Actor)
This is what ‘logging’ really looks like
We log events and evidence – not ‘all audio forever’. Storage/retention are policy-driven.
# Intent: „Create Service Case“
# Actor: UserID/Role (z. B. Service Lead)
# Sources: CRM-Record + Timestamp
# Policy: „Write allowed, Medium risk, confirmation required“
# Decision: confirmed @ 10:41
# Action: ticket.create → Case #4821 (idempotency_key)
A voice that executes in a controlled manner
The voice gets hands – but with guard rails
Trust und Governance by Design
In order for Voice to not only respond but also take action, it needs a trust runtime. Before each tool action, it decides: Am I permitted to proceed? What is the risk? What confirmation is required? What will be stored as evidence?
Roles and rights
-
Who is permitted to use which intents, data sources, and tools?
-
Context: Role, team, process, device/channel.
Confirmation level
-
Low: Read-only without confirmation
-
Medium: „I do X – ok?“
-
High: „Confirm“ + Step-Up (SSO/PIN) + Approval Queue optional
Tool Contracts
-
Each action has a schema (mandatory fields, value ranges, validation).
-
Error paths: Retry/Timeout/Circuit Breaker + secure defaults.
Exchange Ledger & Evidence
-
Not just transcripts: events, lineage, replays
-
Evidence: Source → Policy → Decision → Action → Actor
Data protection and consent
-
PII redaction/masking, retention according to policy, exportability for auditing.
-
‘What we store’ vs ‘what we do not store’ (1 short sentence each).
Marcus Markowitsch, CEO at itellico.ai
With Overmind.one at our side, we combine GDPR-compliant voice AI from itellico.ai with social coding and smart integrations – turning technology into real impact. Made in Austria.
Check roles and context
The Policy Gate
Close-up: Voice can trigger tasks – but only in a controlled manner. A policy gate checks the role, context, risk and data – and decides whether to execute immediately, require confirmation first, or require approval. Every action is logged in an auditable manner.
Social acceptance of voice AI is no coincidence
Social Coding
No more silly chatterbots! Social coding synchronises the voice operating layer with the communication style, values and emotional patterns of the target group. This creates an authentic and consistent brand voice, making interactions more engaging and trustworthy.
Jochen Repolust, CEO at T-Sign US
Social coding is the decisive competitive advantage in a world of soulless voice AIs that are incapable of generating emotional feedback.
Voice AI First: Now it's your turn
Greg Heger, CEO at NeuroSafe
Overmind’s Voice Operating Layer is a remarkable technology that assists businesses in South Africa in rapidly embracing automation and advanced voice AI solutions.
The most important answers
FAQ
Why Voice and not Chat?
Voice-first where typing is not possible; chat always as a fallback – same layer.
How do you differ from Microsoft Copilot/Salesforce Einstein?
Copilot and Einstein are intelligent assistants within their ecosystems. Overmind is a voice operating layer on top of your existing tools – with governance that allows for controlled action, not just suggestions.
What happens after JumpStart? Can I opt out?
Of course you can opt out after a JumpStart – all Services will be available for at least another month.
How do you prevent mistakes?
Here are some measures that can help: Policies + Confirmation + Tool Contracts + Idempotency.
Which tools can you connect?
CRM/ERP/ticketing/BI and other systems via Tool Contracts (schema, mandatory fields, validation) – turning language into clean, structured actions.
What data do you store – and what do you not store?
We store events and evidence (source → policy → decision → action → actor) – not ‘all audio forever’. Retention is policy-driven.
How quickly will we see measurable benefits – and what does JumpStart deliver?
In two weeks: two productive workflows, governance/trust setup, KPI baseline plan and rollout roadmap – so you can move from demo to measurable value.
How does Voice remain GDPR-compliant?
With data hygiene by design: PII detection/redaction, minimal payload templates per connector, retention settings and DSAR-lite deletion process.
