Overview of DelGo Bot and its Infrastructure
This document provides an overview of DELGO AI Bot, which is based on Wildix Wilma AI.
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Created: January 2026
Permalink: https://wildix.atlassian.net/wiki/x/G4Acbw
Introduction
The DELGO AI Bot is based on Wilma AI that is part of the Wildix communications platform. It is used by DELGO, a transit services provider, to autonomously handle inbound client calls. This allows to scale the call center staffing to meet caller needs at any hour of the day.
DELGO Bot Use Case
The DELGO AI Bot automates routine customer interactions for transit services, allowing the team to focus on more complex issues. The bot seamlessly integrates with the existing phone system to handle the most frequent caller requests, such as booking, changing, or canceling a ride. Every interaction is instantly synchronized with the scheduling software via API, ensuring the data is always accurate and up-to-date.
For complex issues or emergencies, calls are intelligently escalated to the team. By automating up to 80% of routine calls, the DELGO AI Bot empowers the team to focus on critical logistics and high-priority tasks, improving operational efficiency.
DELGO Bot key benefits:
Automated call handling: the bot can answer inbound calls to book, edit or cancel rides.
24/7 availability: it enables callers to schedule rides 24/7/365, without needing to wait for a human agent.
Reduced wait times: the bot has significantly reduced the average hold time and the number of callers waiting for service.
Increased efficiency: by filtering routine requests, the AI voice bot has decreased the overall call volume requiring human intervention
What is Wilma AI
Wilma AI is a comprehensive, omnichannel AI agent designed to bridge the gap between automation and genuine human connection. It ensures your business can deliver consistent, intelligent, and immediate responses across the communication platforms your customers use.
Wilma AI key features
Wilma AI is packed with features designed to enhance the customer experience while streamlining internal processes:
Custom knowledge base training: Wilma isn't just generic AI; it becomes an expert on your business. You can train Wilma on your specific company documents, PDFs, Standard Operating Procedures (SOPs), and website content. This ensures it delivers accurate, policy-compliant answers specific to your organization, rather than hallucinations or generic internet data.
Instant translation (50+ languages): break down global barriers with real-time support for over 50 languages. Wilma instantly detects and speaks your customer's native language, reducing friction and expanding your market reach without hiring multilingual staff.
Unified voice & chat: Experience a single solution that handles both voice calls and text-based chats with equal proficiency.
Smart routing & human handover: Wilma intelligently captures customer intent. Crucially, it supports a smooth handover to human agents when empathy or complex decision-making is required, ensuring the context is never lost.
Consistent responses & auto-summaries: Wilma delivers standardized, accurate answers instantly. It also generates automatic summaries of interactions, keeping your CRM up-to-date and your team informed.
True Omnichannel Presence: Wilma AI unifies your communication strategy by operating seamlessly and consistently across multiple channels from a single platform.
Website Chat (Kite): engages visitors instantly on your website with intelligent, automated assistance.
Messaging apps: integrates directly with popular platforms like WhatsApp and SMS for real-time conversations.
Voice: manages inbound phone calls using natural, conversational AI to resolve queries or route calls effectively.
Wildix App: functions as a native part of your team's internal Wildix communication ecosystem.
No-code bot studio: at its core, Wilma AI is powered by an intuitive, no-code Bot Studio. This empowers your business teams to take full control of the AI experience without requiring specialized technical knowledge. It lets you easily map out complex conversational flows, launch sophisticated AI agents with a few clicks, adapt and refine bot behavior in real-time to meet evolving business needs. This approach reduces the reliance on development resources and allows you to build and manage powerful AI solutions efficiently.
Architecture
The below diagram displays overview of Wilma AI and transit software architechture, taking DELGO as the example:
Automation workflow looks in the following way:
With the workflow, you get such benefits as:
Possibility to connect Wilma AI to the current PBX, without full phone system replacement
Automated live sync between Wilma AI and the scheduling software
Dispatchers get possibility to focus on high-priority logistics.
Wildix AI Security
Data Privacy
Privacy Principle | Wildix Commitment |
|---|---|
No AI training | Wildix never uses your data for AI training purposes. |
Data isolation | Wildix architecture is built on a tenant-isolated model, meaning your data is logically segregated from other customers. Your insights remain exclusively yours. |
Service-only processing | Data processed by Wilma AI is used strictly for real-time service delivery (e.g., generating a transcript or summary) and is never aggregated for vendor-side model development. |
Security & Encryption
Security Layer | Details |
|---|---|
Hosting | All Wildix services, including Wilma AI, are hosted on Amazon Web Services (AWS), a global leader in cloud infrastructure. Our environment is hardened according to CIS (Center for Internet Security) Benchmarks. |
Encryption | Your data is protected by industry-standard encryption protocols at all times:
|
Infrastructure | We employ centralized logging, intrusion detection, and "Zero Downtime" rolling updates to maintain service availability while keeping security patches up to date. |
Compliance
Wildix is committed to meeting the highest global regulatory standards to ensure your peace of mind.
Standards | Comments |
|---|---|
SOC 2 (Type I & II) | Wildix is SOC 2 Type I & Type II compliant, verifying that our security, availability, and confidentiality controls have been independently audited and proven effective. |
HIPAA | Our solution is fully HIPAA compliant, supporting the secure handling of Protected Health Information (PHI). We maintain a specific HIPAA Breach Register and rigorous incident management protocols. |
GDPR & ISO 27001 | We adhere to GDPR regulations for data privacy and operate under ISO 27001 certified information security management standards. |
Data Handling
You have control and flexibility over your data's lifecycle.
Data Action | Policy |
|---|---|
Data stored | Call recordings, transcripts, and AI-processed summaries are stored securely within your dedicated instance |
Standard retention | By default, AI and voice data (such as transcripts) are retained for 3 months to 1 year, depending on your AI-Data Boost bundle |
Extended retention | For compliance needs, AI-Data Boost bundles can extend retention to 5 or 10 years |
Data destruction | Upon contract termination, customer data is retained for a maximum of 30 days before being securely and permanently erased from our systems |
Frequently Asked Questions
Can I customize Wilma's behavior for our specific business scenarios?
Yes, Wilma AI is designed to be highly customizable. You can tailor its logic and responses to align perfectly with your unique business processes. This ensures that Wilma AI interacts with your customers with the same expertise and brand voice as a trained member of your team.
How do we update or make changes to Wilma?
You have the control to modify Wilma AI knowledge base at any time, whether you need to add new information, refine a workflow, or introduce entirely new scenarios.
How is Wilma different from other AI solutions?
Wilma is a completely bespoke solution customized to fit each businesses unique needs. While many "off-the-shelf" AI tools offer rigid functionality, Wilma is custom-built to become a core part of your team.
How does the AI handle accents, slurred speech, or other speech difficulties?
Wilma AI is specifically designed to be robust and adaptable to real-world conversations, which are rarely perfect. It has proven its effectiveness in different scenarios e.g. with elderly clients, where speech can sometimes be slurred or difficult to understand. In these cases, the AI has been able to successfully process the dialogue.This demonstrates the system's advanced ability to handle a wide range of accents and speech patterns, ensuring that every customer is understood.