How CarbonML Works.
A transparent, step-by-step overview.
Introduction
CarbonML is an AI-powered phone assistant that answers incoming calls to your existing business number, handles routine requests, and seamlessly transfers callers to human staff when required. Your organization does not need to abandon or port its phone number to begin.
This page explains each stage of CarbonML’s process. What happens to a call, how the AI answers, how calls are escalated, and how everything is tested and governed, so you remain in control at every step.
Below is a clearly structured, infrastructure-grade walkthrough. No marketing. No jargon. Full operational clarity.
1. Incoming calls
Customers continue to call your existing number. CarbonML answers each call first, operating as the front line without requiring changes to your setup.
2. AI call handling
The AI addresses common questions, manages after-hours calls, books appointments using real-time availability, and follows your business rules and hours. It does not replace humans; it routes calls intelligently.
3. Human escalation
If a caller requests to speak with a person, the call is immediately transferred to your chosen human endpoint. Escalation rules are set by you during onboarding.