Don't let your team read reports. Let agents act.
Pivony makes sense of millions of customer signals. Sonic turns those insights into WhatsApp messages or AI voice conversations — reaching customers in minutes, not at the next steering committee. Not another analytics tab: the action layer for data-rich enterprises.
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Pivony Sonic · Insight → Action
The gap most CX leaders haven't named yet
You already collect feedback at scale. The bottleneck is not insight — it is the distance between knowing and doing.
Data richness, action poverty
Retail and ecommerce teams sit on tickets, NPS, reviews, and call logs — then summarize them in decks. The customer has already moved on.
Insight without a closed loop
Dashboards show that delivery complaints spiked. Nobody contacts the affected customers the same day. The report is accurate; the operation is late.
CX bandwidth that cannot scale
Your directors should decide strategy — not manually chase detractors across channels. That work belongs to agents, not headcount.
Analytics tool vs. agentic teammate
Pivony is not selling another chart. Sonic is the teammate that picks up the phone or sends the message when the signal fires.
Traditional CX stack
- Analysts read dashboards and prepare weekly summaries
- Outreach happens in batch campaigns or manual queues
- VIP churn signals surface after the customer switches
- Insight and action live in different tools and meetings
Pivony + Sonic
- Agents detect detractors, spikes, and VIP risk in real time
- Sonic reaches the customer on WhatsApp or by AI voice call
- Personalized outreach triggered by insight — not calendar
- Every response flows back into Pivony for the next decision
From signal to customer contact — one stack
Analysis and action stay connected. That is what makes Sonic strategic, not optional.
Pivony detects
Root causes, detractors, sentiment spikes, VIP complaints — across tickets, NPS, reviews, and calls.
Rules decide
Your team sets segment, priority, channel, and approval logic once — not case by case.
Sonic executes
WhatsApp message or AI voice conversation — outbound, personalized, tracked.
Loop closes
Responses and transcripts return to Pivony. The next action is informed, not guessed.
Built for teams drowning in data
Especially organizations with high feedback volume and slow time-to-action — retail, ecommerce, telecom, and enterprise CX.
Retail & ecommerce
Delivery issues, post-purchase CSAT, VIP recovery — at the volume where manual outreach breaks.
CX & customer ops leaders
Directors who need proof that insight turns into same-day customer contact, not another slide.
Product & experience teams
Connect voice-of-customer signals to automated outreach without waiting for the next sprint planning meeting.
WhatsApp for speed. Voice for depth.
Channels are how Sonic executes — not the strategy. The strategy is closing the insight-to-action gap before churn compounds.
Three ways Sonic acts on a signal
Insight-triggered
Pivony detects a detractor, negative sentiment spike, or VIP complaint — Sonic fires automatically before the customer churns.
- NPS score 0–6 detected
- Negative sentiment threshold crossed
- VIP complaint flagged
Process-triggered
Any event in your CRM, ERP, or order system sends a trigger via REST API — Sonic handles WhatsApp delivery or voice outreach and tracks responses.
- Order shipped → tracking number via WhatsApp
- Out for delivery → same-day alert
- Failed delivery → reschedule in-chat
- Subscription renewal reminder
- Appointment confirmation
Voice-triggered
High-priority signals — NPS 0–3, VIP churn risk, a serious complaint — trigger an outbound AI call. Sonic greets your customer, listens, asks follow-ups, and hands off to a human only when needed.
- NPS score 0–3 → immediate outbound call
- VIP churn risk flagged → proactive retention call
- Post-delivery complaint → same-day voice follow-up
Your customer talks to AI — not your call queue
COMING SOONWhen a message is not enough, Sonic calls your customer and handles the conversation. No script to read aloud — AI listens, responds naturally, and captures what customers actually mean. Everything lands in Pivony when the call ends.
Outbound AI call
Sonic · conversation in progress
Sonic AI
Hi Sarah, I'm calling on behalf of [Your Brand]. Do you have a minute about your recent delivery?Customer
Sure — it arrived late and the box was damaged.Sonic AI
I'm sorry to hear that. Which item was affected? I'll note it right away.Customer
The headphones. I bought them as a gift.Sonic AI
Got it. I can walk you through a replacement or refund — whichever works best.→ Transcript + sentiment flowing to Pivony
What happens on a voice call
- 1
Pivony flags a signal
Low NPS, VIP complaint, delivery issue — whatever rule you set.
- 2
Sonic calls your customer
An AI agent introduces itself and opens a natural conversation.
- 3
AI handles the dialogue
Listens, asks follow-ups, offers next steps — escalates to a human only if needed.
- 4
Insights return to Pivony
Full transcript, sentiment, and summary ready for your team to act on.
AI calls — you stay out of the queue
Sonic places the outbound call within seconds of a trigger. Your team does not need to dial — AI runs the first conversation.
Real conversation, not a robocall
Customers speak freely. Sonic adapts to what they say, clarifies details, and keeps the dialogue moving.
Every call feeds Pivony
Live transcription and sentiment analysis flow back automatically — ready for root cause analysis and follow-up actions.
How Sonic Works
Any trigger becomes a WhatsApp thread or an AI phone conversation — tracked end-to-end and summarized back in Pivony.
Trigger
Pivony insight or any business process
AI Decision
Segment, priority and channel selection
Channel
WhatsApp or voice call
Message sent → Webhook
Voice Call
AI talks to your customer → Pivony
Sonic automatically selects the right channel based on customer segment, time of day, and previous interaction history — or you can set fixed rules.
Enterprise-ready execution layer
On-Prem, Google Cloud, or AWS
Deploy on your own servers or in Google Cloud or AWS environments you control. On-prem keeps data inside your infrastructure; cloud options fit teams already standardized on GCP or Amazon.
REST API Smart Queue
High-throughput message queuing via REST API. Intelligent rate limiting, retry logic, and delivery confirmation built in.
Dynamic Templates
Meta-approved message templates with dynamic merge fields — customer name, order ID, discount codes, and custom variables.
Webhook Feedback Loop
Real-time delivery status and customer responses flow back via WABA webhook — every reply is logged and actionable.
Reporting Dashboard
Full communication history, delivery rates, response rates, and log trail — all in a web-based panel accessible to your team.
Security & audit trail
Deploy on your servers, Google Cloud, or AWS. Audit logs for messages sent or approved. Access aligned with your security policies.
Your rules. Agent execution.
Set automatic triggers for routine outreach, require 1-click approval for sensitive cases, or run hybrid — your team governs, Sonic executes.
⚡ Automatic — fires the moment the rule matches
👤 Manual — 1-click approval from agent panel
🔀 Hybrid — critical messages always need approval
Transparent Pricing
Your invoice clearly separates Pivony platform fees from Meta conversation traffic costs. You pay Meta directly for only the messages you actually send — no markup, no bundles.
Software license
On-prem, GCP, or AWS
Meta traffic
Directly to Meta
Where Sonic changes the economics of CX
Detractor recovery before churn
Pivony flags the signal — Sonic reaches the customer while the issue is still fresh, not after the quarterly review.
Delivery journey at scale
Operational WhatsApp for retail and ecommerce — and automatic escalation when sentiment turns negative.
VIP protection
High-value customers get proactive outreach when risk rises — message or AI voice, depending on severity.
Same-day post-delivery CSAT
Capture satisfaction in-channel the moment an order is marked delivered — no survey link, no delay.
Proactive issue communication
Alert affected customers about a known problem before inbound volume spikes — agents handle the broadcast.
Voice when messages are not enough
Coming soonSerious complaints and churn risk trigger AI voice conversations — the customer talks to AI, your team reviews the outcome.
What Every Sonic Deployment Includes
See what Sonic would do with your data
In a 30-minute discovery demo, we walk through a live workflow — from Pivony signal to Sonic outreach — using scenarios relevant to your industry. No generic deck: a concrete picture of insight turning into action.