How Hanc.AI Works
This page explains how the Hanc.AI platform works — how you speak, the AI understands, and responds naturally.
How It Works: The Simple Version
The Hanc.AI platform handles all the complexity behind the scenes. You configure your agent's personality, knowledge, and behavior — the platform takes care of everything else.
Call Flow: Step by Step
Scenario: Customer Calls Your Business
Here's what happens when a customer calls your phone number connected to a Hanc.AI agent:
What Your Agent Can Do
Tools (During Call)
While the AI is processing a conversation, it can trigger tools in real time:
| Tool | Description |
|---|---|
| Call Forwarding | Transfer the call to a human operator or another number |
| Google Calendar | Check availability and create calendar events |
| Appointment Booking | Book appointments with SMS/email confirmations |
| API Tool | Call external APIs to fetch or send data in real time |
| End Call | Gracefully end the conversation |
Actions (After Call)
After a call ends, the platform can automatically trigger actions:
| Action | Description |
|---|---|
| Send Email | Send a follow-up email based on call data |
| Send SMS | Send an SMS confirmation or summary |
| Send WhatsApp | Send a WhatsApp message |
| API Call | Trigger an external API (e.g., update CRM, create ticket) |
Data Retrieval
During the call, the agent can collect structured data from the caller using data retrieval fields (e.g., name, email, phone number, preferred date). This data is saved with the call log and can be used in actions or exported.
Knowledge Base
Your agent uses a knowledge base to answer questions accurately. When a caller asks something, the AI searches your uploaded documents to find the right answer.
Data Flow
What Data is Stored?
Data Privacy
| Data Type | Storage | Retention | Access |
|---|---|---|---|
| Call recordings | Encrypted cloud storage | Configurable | Workspace admins only |
| Transcripts | Database | Configurable | Workspace members |
| Knowledge Base | Database + Vector store | Until deleted | Workspace members |
| User accounts | Database | Until account deletion | User + admins |
| Analytics | Aggregated database | 12 months | Workspace members |
Integration Points
Phone Integration
Connect phone numbers to your agents so customers can call and speak with your AI assistant.
Calendar Integration
Webhook Integration
Performance
Response Time
Typical end-to-end response time is 1-3 seconds — fast enough for natural conversation.
Scalability
The platform handles:
- Concurrent calls: Hundreds of simultaneous conversations
- Knowledge base size: Millions of document chunks
- Global availability: Multi-region deployment
Security Architecture
The Complete Call Flow
Here is the full flow of a voice conversation on Hanc.AI:
- Customer speaks — via phone call or website widget
- AI understands — the platform converts speech to meaning in real time
- AI processes — using the system prompt, conversation history, and relevant knowledge base context
- Tools triggered — if needed, the AI can call tools during the conversation (check calendar, forward call, call an API, book appointment)
- AI responds — the response is delivered as natural-sounding speech
- Customer hears response — the conversation continues naturally
- After call — actions are triggered (email, SMS, WhatsApp, API calls) and data retrieval results are saved
Summary
The Hanc.AI platform combines multiple technologies:
- Voice Processing — Real-time speech understanding and natural voice responses
- AI Intelligence — Advanced AI for understanding and response generation
- Knowledge Retrieval — Business-specific information lookup
- Telephony — Phone number management and call routing
- Tools — Call forwarding, calendar, appointment booking, and API tools during calls
- Actions — Email, SMS, WhatsApp, and API triggers after calls
- Data Retrieval — Structured data collection during conversations
All these work together seamlessly so you can focus on configuring your agent's personality and knowledge, while the platform handles the technical complexity.
Next Steps
- Account Setup — Create your Hanc.AI account
- Platform Overview — Navigate the dashboard
- Your First Agent — Build your first voice agent