How Hanc.AI Works
This page explains the technical architecture of the Hanc.AI platform — how different components work together to create intelligent voice conversations.
System Architecture Overview
┌─────────────────────────────────────────────────────────────────────────────┐
│ HANC.AI PLATFORM │
└─────────────────────────────────────────────────────────────────────────────┘
┌─────────────────────────────────────┐
│ YOUR CUSTOMERS │
│ │
│ 📞 Phone Call 🌐 Website │
└──────────┬─────────────┬────────────┘
│ │
┌────────────────┘ └────────────────┐
│ │
▼ ▼
┌─────────────────────────┐ ┌─────────────────────────┐
│ PHONE PROVIDER │ │ WEBSITE WIDGET │
│ (Twilio) │ │ (LiveKit WebRTC) │
│ │ │ │
│ • Receives calls │ │ • Browser-based calls │
│ • Routes to agent │ │ • Click-to-call button │
│ • Handles telephony │ │ • No app required │
└───────────┬─────────────┘ └───────────┬─────────────┘
│ │
└──────────────────┬───────────────────────────┘
│
▼
┌─────────────────────────────────────────────────────────────────────────────┐
│ VOICE SERVICE LAYER │
│ │
│ ┌─────────────┐ ┌─────────────┐ ┌─────────────┐ ┌─────────────┐ │
│ │ Speech │ │ AI │ │ Text to │ │ Audio │ │
│ │ to Text │───▶│ Engine │───▶│ Speech │───▶│ Stream │ │
│ │ (STT) │ │ (LLM) │ │ (TTS) │ │ │ │
│ └─────────────┘ └──────┬──────┘ └─────────────┘ └─────────────┘ │
│ │ │
└────────────────────────────┼────────────────────────────────────────────────┘
│
▼
┌─────────────────────────────────────────────────────────────────────────────┐
│ HANC.AI BACKEND │
│ │
│ ┌─────────────────┐ ┌─────────────────┐ ┌─────────────────┐ │
│ │ Agent Config │ │ Knowledge Base │ │ Call Logs │ │
│ │ • Prompt │ │ • Documents │ │ • History │ │
│ │ • Settings │ │ • RAG Search │ │ • Transcripts │ │
│ │ • Tools │ │ • Embeddings │ │ • Analytics │ │
│ └─────────────────┘ └─────────────────┘ └─────────────────┘ │
│ │
│ ┌─────────────────┐ ┌─────────────────┐ ┌─────────────────┐ │
│ │ User Accounts │ │ Integrations │ │ Billing │ │
│ │ • Auth │ │ • Twilio │ │ • Plans │ │
│ │ • Workspaces │ │ • Calendars │ │ • Usage │ │
│ │ • Teams │ │ • Webhooks │ │ • Payments │ │
│ └─────────────────┘ └─────────────────┘ └─────────────────┘ │
│ │
└─────────────────────────────────────────────────────────────────────────────┘
│
▼
┌─────────────────────────────────────────────────────────────────────────────┐
│ YOUR DASHBOARD │
│ │
│ 🎛️ Configure agents 📊 View analytics 📞 Manage numbers │
│ 📚 Upload knowledge 👥 Manage team 💳 Handle billing │
│ │
└─────────────────────────────────────────────────────────────────────────────┘
Call Flow: Step by Step
Scenario: Customer Calls Your Business
Let's trace what happens when a customer calls your Twilio number connected to a Hanc.AI agent:
TIME EVENT SYSTEM
─────────────────────────────────────────────────────────────────────
0:00 Customer dials +43 1 234 5678 Phone network
0:02 Call reaches Twilio Twilio
Twilio routes to Hanc.AI
0:03 Agent activated Hanc.AI Voice Service
Audio stream established
0:04 Agent speaks first message: TTS Engine
"Hello! Thank you for calling
ABC Dental. How can I help?"
0:06 Customer: "I'd like to book STT Engine
an appointment for next week"
0:07 Text sent to AI Engine LLM (e.g., GPT-4)
AI searches Knowledge Base RAG System
0:08 AI generates response: LLM
"I'd be happy to help with that.
What day works best for you?"
0:09 Response converted to speech TTS Engine
Audio sent to customer
0:10 Customer: "How about Tuesday STT Engine
at 3pm?"
0:11 AI checks availability Calendar Integration
(if calendar connected)
0:12 AI: "Tuesday at 3pm is available. LLM + TTS
May I have your name please?"
... conversation continues ...
2:45 Call ends
Transcript saved Hanc.AI Backend
Analytics updated
Component Deep Dive
1. Speech-to-Text (STT)
Converts the customer's voice into text that the AI can process.
┌─────────────────────────────────────────────────────────────────┐
│ SPEECH-TO-TEXT PIPELINE │
└─────────────────────────────────────────────────────────────────┘
Audio Stream ───▶ Noise Reduction ───▶ Voice Detection ───▶ Transcription
│
▼
"I need to
book an
appointment"
Key features:
- Real-time processing (< 500ms latency)
- Multi-language support
- Accent adaptation
- Background noise handling
2. AI Engine (LLM)
The "brain" that understands context and generates responses.
┌─────────────────────────────────────────────────────────────────┐
│ AI ENGINE PROCESS │
└─────────────────────────────────────────────────────────────────┘
Input: "What are your prices for teeth cleaning?"
│
▼
┌─────────────────────────────────────────────────────────────────┐
│ CONTEXT ASSEMBLY │
│ │
│ System Prompt (how to behave) │
│ + Conversation History (what was said before) │
│ + Knowledge Base Results (relevant business info) │
│ + Current User Message │
│ │
└──────────────────────────────┬──────────────────────────────────┘
│
▼
┌─────────────────────────────────────────────────────────────────┐
│ LLM PROCESSING │
│ │
│ Provider: OpenAI / Anthropic / Google │
│ Model: GPT-4o / Claude 3.5 / Gemini Pro │
│ │
│ The model processes all context and generates │
│ the most appropriate response │
│ │
└──────────────────────────────┬──────────────────────────────────┘
│
▼
Output: "Our standard teeth cleaning is €80, and
a deep cleaning is €120. Would you like
to schedule an appointment?"
3. Knowledge Base (RAG)
Retrieves relevant information from your documents.
┌─────────────────────────────────────────────────────────────────┐
│ RAG RETRIEVAL PROCESS │
└─────────────────────────────────────────────────────────────────┘
User Question: "What are your prices?"
│
▼
┌─────────────────────────────────────────────────────────────────┐
│ EMBEDDING & SEARCH │
│ │
│ 1. Convert question to vector (embedding) │
│ 2. Search document vectors for similar content │
│ 3. Retrieve top matching chunks │
│ │
└──────────────────────────────┬──────────────────────────────────┘
│
▼
┌─────────────────────────────────────────────────────────────────┐
│ RETRIEVED DOCUMENTS │
│ │
│ Chunk 1: "Services and Prices: │
│ - Standard cleaning: €80 │
│ - Deep cleaning: €120 │
│ - Whitening: €200" │
│ │
│ Chunk 2: "Special offers: │
│ - First visit 10% discount │
│ - Package of 3 cleanings: €200" │
│ │
└──────────────────────────────┬──────────────────────────────────┘
│
▼
Sent to LLM as context
4. Text-to-Speech (TTS)
Converts the AI's text response into natural-sounding speech.
┌─────────────────────────────────────────────────────────────────┐
│ TEXT-TO-SPEECH PIPELINE │
└─────────────────────────────────────────────────────────────────┘
Text Response ───▶ Text Processing ───▶ Voice Synthesis ───▶ Audio Output
│ │
│ │
▼ ▼
• Punctuation • Selected voice
• Numbers (€80) • Speed setting
• Abbreviations • Emotion/tone
Voice options:
- Multiple languages
- Male/Female voices
- Different ages and styles
- Adjustable speaking speed
Data Flow
What Data is Stored?
┌─────────────────────────────────────────────────────────────────┐
│ DATA STORAGE │
└─────────────────────────────────────────────────────────────────┘
┌─────────────────┐ ┌─────────────────┐ ┌─────────────────┐
│ Configuration │ │ Call Data │ │ User Data │
│ │ │ │ │ │
│ • Prompts │ │ • Transcripts │ │ • Accounts │
│ • Settings │ │ • Recordings │ │ • Workspaces │
│ • Knowledge │ │ • Metadata │ │ • Billing │
│ • Agent tools │ │ • Analytics │ │ • Teams │
│ │ │ │ │ │
└─────────────────┘ └─────────────────┘ └─────────────────┘
│ │ │
└───────────────────────┴───────────────────────┘
│
▼
┌─────────────────────┐
│ Secure Database │
│ (Encrypted) │
└─────────────────────┘
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 (Twilio)
┌─────────────────────────────────────────────────────────────────┐
│ TWILIO INTEGRATION │
└─────────────────────────────────────────────────────────────────┘
Your Twilio Account Hanc.AI
│ │
│ 1. Buy phone number │
│ 2. Connect account via API keys │
│ 3. Configure webhook to Hanc.AI │
│ │
▼ ▼
┌─────────────────┐ Incoming call ┌─────────────────┐
│ Phone Number │───────────────────▶│ Voice Agent │
│ +43 1 234 5678 │ │ "Reception" │
│ │◀───────────────────│ │
└─────────────────┘ Audio stream └─────────────────┘
Calendar Integration
┌─────────────────────────────────────────────────────────────────┐
│ CALENDAR INTEGRATION │
└─────────────────────────────────────────────────────────────────┘
When agent needs to book appointment:
Agent: "Let me check availability..."
│
▼
┌─────────────────┐ ┌─────────────────┐ ┌─────────────────┐
│ Hanc.AI Agent │───▶│ Calendar API │───▶│ Google/Outlook │
│ │ │ │ │ Calendar │
│ Check Tuesday │ │ GET /events │ │ │
│ 3pm available? │ │ POST /events │ │ ✓ Tuesday 3pm │
│ │◀───│ │◀───│ available │
└─────────────────┘ └─────────────────┘ └─────────────────┘
│
▼
Agent: "Tuesday at 3pm is available.
Shall I book that for you?"
Webhook Integration
┌─────────────────────────────────────────────────────────────────┐
│ WEBHOOK EVENTS │
└─────────────────────────────────────────────────────────────────┘
When specific events occur, Hanc.AI sends data to your systems:
Event: Call Completed
│
▼
┌─────────────────┐ ┌─────────────────┐
│ Hanc.AI │ POST │ Your Server │
│ │────────▶│ │
│ { │ │ • Update CRM │
│ "event": │ │ • Send email │
│ "call_ended",│ │ • Log data │
│ "duration": │ │ • Trigger │
│ 165, │ │ workflow │
│ "transcript":│ │ │
│ "..." │ │ │
│ } │ │ │
└─────────────────┘ └─────────────────┘
Performance Characteristics
Latency Breakdown
| Stage | Typical Latency | Description |
|---|---|---|
| STT Processing | 200-500ms | Converting speech to text |
| LLM Processing | 500-1500ms | AI generating response |
| RAG Retrieval | 100-300ms | Searching knowledge base |
| TTS Generation | 200-400ms | Converting text to speech |
| Total | 1-3 seconds | End-to-end response time |
Scalability
The platform handles:
- Concurrent calls: Hundreds of simultaneous conversations
- Knowledge base size: Millions of document chunks
- Global availability: Multi-region deployment
Security Architecture
┌─────────────────────────────────────────────────────────────────┐
│ SECURITY LAYERS │
└─────────────────────────────────────────────────────────────────┘
┌─────────────────────────────────────────────────────────────────┐
│ Authentication Layer │
│ • Firebase Authentication │
│ • Session tokens (HttpOnly cookies) │
│ • Phone verification │
└─────────────────────────────────────────────────────────────────┘
│
▼
┌─────────────────────────────────────────────────────────────────┐
│ Authorization Layer │
│ • Workspace-based access control │
│ • Role-based permissions │
│ • API key scoping │
└─────────────────────────────────────────────────────────────────┘
│
▼
┌─────────────────────────────────────────────────────────────────┐
│ Data Protection Layer │
│ • Encryption at rest (AES-256) │
│ • Encryption in transit (TLS 1.3) │
│ • Data isolation between workspaces │
└─────────────────────────────────────────────────────────────────┘
Summary
The Hanc.AI platform combines multiple technologies:
- Voice Processing — Real-time speech-to-text and text-to-speech
- AI Intelligence — Large Language Models for understanding and response
- Knowledge Retrieval — RAG system for business-specific information
- Telephony — Phone number management and call routing
- Integrations — Calendars, CRMs, and custom webhooks
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