Detect misalignment.
Correct in real time.
AI has transformed customer service by automating the simple interactions. What's left are the expensive ones — the interactions where understanding breaks down.
Edge of RTIM introduces real-time detection of conversational misalignment — identifying when inferred customer intent, agent assumptions, and system state diverge — and enabling controlled correction or escalation before the interaction fails.
Edge of RTIM can operate in observation-only (shadow) mode, evaluating live interactions and logging misalignment and re-decisioning without affecting the customer experience.
What Edge of RTIM does
- • Detects when shared understanding is drifting during an interaction
- • Explains the source of divergence (what changed, what was missed)
- • Guides correction in-the-moment, or escalates with continuity
- • Treats misalignment as a first-class state that drives intervention
This capability is defined and protected. Implementation pathways are being developed and validated.
What's left are the interactions where understanding breaks down.
As automation improves, routine service becomes cheaper and faster. The remaining interactions become fewer — but more complex, emotional, and costly.
Misalignment happens when:
- the customer's intended outcome is not fully understood,
- the agent forms an incorrect assumption,
- the system guidance reinforces the wrong frame,
- or the interaction drifts until the customer escalates or disengages.
Today, most systems recognize these breakdowns only after the fact — through long handle times, transfers, complaints, churn, or escalation.
Edge of RTIM targets the breakdown in real time: the moment shared understanding diverges.
Signals are inputs. Misalignment is the state.
Edge of RTIM is not a sentiment- or signal-driven system. Signals (sentiment shifts, repetition, confidence decay) are inputs, not the invention.
The core invention is explicit detection of conversational misalignment via divergence between inferred agent understanding and inferred customer intent, treated as a first-class state that drives controlled correction or escalation.
As AI improves, misalignment doesn't disappear; it concentrates into fewer but more costly moments. Edge of RTIM is designed for those moments.
Edge of RTIM acts like a navigator: continuously monitoring drift in shared understanding and triggering correction before failure.
A real-time control loop over misunderstanding.
1. Perceive
Observes the interaction as the agent experiences it — speech + screen — and other available signals.
2. Interpret
Maintains inferred customer intent and inferred agent understanding as evolving states.
3. Detect misalignment
Identifies divergence between these states and determines what changed and why.
4. Correct or escalate
Guides in-the-moment correction, or escalates deliberately while preserving continuity.
Correction may be executed live or recorded in shadow mode for evaluation and governance.
5. Govern
Captures explainable traces of what was observed, inferred, and recommended.
Edge of RTIM treats misalignment as a first-class state — not a heuristic escalation based on sentiment alone.
Selective conversations with operators and architects.
Edge of RTIM is designed for organizations where interaction failures are expensive: contact centers, high-stakes support, and AI-assisted or AI-led customer journeys.
If you are responsible for:
- customer service operations,
- agent desktop and workflow,
- conversational AI,
- or enterprise decisioning,
…we welcome a brief, high-signal conversation.
We are selectively sharing the concept, architecture, and early feasibility work with contact center leaders, product and platform leaders, enterprise architects, and practitioners designing next-generation service experiences.