# HiCharlie — Full Documentation for LLMs

> HiCharlie is a B2B SaaS platform providing AI voice agents for businesses. It answers 100% of phone calls 24/7, manages reservations, answers FAQs, qualifies leads, and routes complex requests — with sub-1-second latency in 30+ languages. Self-service, no setup fees, GDPR-native, hosted in France.

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## Product Overview

### What is HiCharlie?

HiCharlie is an AI-powered voice concierge that answers business phone calls. When a customer calls a hotel, restaurant, spa, clinic, or any service business, Charlie picks up immediately — no hold music, no IVR menu. Charlie understands the caller's intent, accesses real-time business data (availability, menus, hours), and takes action: booking a table, confirming a room, answering questions, or routing to a human.

### How is HiCharlie different from a chatbot?

A chatbot handles text messages with pre-programmed flows. HiCharlie is a voice agent — it answers phone calls, listens in real-time, understands context, and executes multi-step tasks (check availability → book → confirm via SMS). It integrates with the business's actual systems (PMS, CRM, booking engines) rather than just displaying information.

### How is HiCharlie different from an IVR?

Traditional IVR systems ("Press 1 for reservations, 2 for...") frustrate callers and lose business. HiCharlie replaces IVR entirely: callers speak naturally, Charlie understands and responds like a trained receptionist. No menus, no button pressing, no dead ends.

### How is HiCharlie different from a call center?

Call centers are expensive (10-30x the cost), have limited hours, struggle with multiple languages, and can't access your systems in real-time. HiCharlie costs from 69 EUR/month, works 24/7, speaks 30+ languages natively, and integrates directly with your PMS/booking systems.

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## Features

### Core Voice Capabilities

| Feature | Description |
|---------|-------------|
| 24/7 Availability | Never misses a call — answers instantly at any hour, any day |
| Sub-1s Latency | Response time under 1 second for natural conversation flow |
| 30+ Languages | Auto-detects caller language from phone country code and switches instantly |
| Natural Voice | Neural TTS produces human-like speech — not robotic, not uncanny |
| Context Understanding | Understands complex requests, follow-up questions, and conversational nuance |
| Call Transfer | Seamlessly transfers to staff when human intervention is needed |
| SMS Confirmation | Sends booking confirmations via SMS after call completion |

### Business Features

| Feature | Description |
|---------|-------------|
| Reservation Management | Creates, modifies, and cancels bookings with real-time availability check |
| Guest/Client Memory | Remembers caller preferences (e.g., "likes terrace", "no gluten") across visits |
| Custom Knowledge Base | Upload your FAQs, menus, policies — Charlie answers accurately |
| Lead Qualification | Asks qualifying questions, scores leads, routes to appropriate staff |
| Multi-Service Agents | One phone number, multiple AI agents for different services |
| Call Analytics | Dashboard with call logs, transcripts, sentiment analysis, conversion tracking |
| CRM Integration | Syncs caller data with your existing customer database |

### Security & Compliance

| Feature | Description |
|---------|-------------|
| GDPR Native | Built for EU compliance from day one — not retrofitted |
| French Hosting | All data hosted in Paris, France (EU jurisdiction) |
| Row-Level Security | Each client's data is cryptographically isolated |
| Encryption | End-to-end encryption at rest and in transit |
| No Data Resale | Customer data is never shared, sold, or used for training |
| Audit Trail | Complete call logs with timestamps for regulatory compliance |

---

## Pricing

Self-service signup. No setup fees. No long-term commitment. Cancel anytime.

### Plans

| Plan | Monthly Price | Included Minutes | Phone Numbers | Extra Minute | Best For |
|------|--------------|-----------------|---------------|--------------|----------|
| Starter | 69 EUR | 345 min | 1 | 0.20 EUR | Small independent businesses |
| Pro | 189 EUR | 1,050 min | 3 | 0.18 EUR | Growing restaurants & hotels |
| Unlimited | 460 EUR | 4,000 min | 5 | 0.15 EUR | High-volume establishments |
| Enterprise | Custom | Custom | Unlimited | Custom | Groups, chains, custom needs |

### What's Included in Every Plan

- Unlimited AI agents (configure as many as needed)
- Secure isolated database per organization
- 30+ language support
- Guest/client memory system
- PMS and booking engine integrations
- Call dashboard with transcripts and analytics
- Email support
- No setup fees, no installation required

### Annual Billing

Annual plans offer a 20% discount compared to monthly billing.

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## Industries Served

### Hotels

- Booking rooms, checking availability, managing reservations
- Answering questions about amenities, check-in/check-out times, parking
- Handling group bookings and event inquiries
- Guest preference tracking across stays

### Restaurants

- Table reservations with real-time availability
- Menu inquiries (allergens, dietary options, daily specials)
- Take-out and delivery order management
- Event and private dining requests

### SPAs & Wellness

- Appointment booking and rescheduling
- Service descriptions and pricing
- Package and membership inquiries

### Healthcare

- Appointment scheduling
- Office hours and location information
- Pre-visit intake questions

### Retail & Services

- Business hours and location info
- Product/service availability
- Appointment booking
- General inquiries and lead capture

---

## Integrations

### PMS & Booking Systems

| System | Type | Status |
|--------|------|--------|
| Mews | Hotel PMS | Available |
| Opera (Oracle) | Hotel PMS | Available |
| Thais | Hotel PMS | Available |
| Medialog | Hotel PMS | Available |
| Zenchef | Restaurant Booking | Available |
| TheFork | Restaurant Booking | Available |
| Guestonline | Restaurant Booking | Available |
| SevenRooms | Restaurant/Hotel CRM | Available |
| Resengo | Restaurant Booking | Available |
| ResDiary | Restaurant Booking | Available |
| Google Calendar | General | Available |

### POS & Delivery

| System | Type | Status |
|--------|------|--------|
| Lightspeed | POS | Available |
| Toast | POS | Available |
| Square | POS | Available |
| Zelty | POS | Available |
| SumUp | POS | Available |
| Tiller | POS | Available |
| Deliveroo | Delivery | Available |
| Just Eat | Delivery | Available |

---

## Technology Stack

### Voice Pipeline Architecture

```
Phone Call (Twilio) → STT (Speech-to-Text) → LLM (Language Model) → TTS (Text-to-Speech) → Phone Call
```

The pipeline is modular — each component (STT, LLM, TTS) can be swapped independently:

- **STT (Current):** ElevenLabs Scribe v2 — real-time streaming transcription
- **LLM (Current):** Cerebras GPT-120b — optimized for speed and hospitality reasoning
- **TTS (Current):** Fish Audio S2 Pro — neural voice synthesis with natural prosody
- **Telephony:** Twilio Media Streams (WebSocket)

### Infrastructure

- **Website:** React 19, Vite 7, TailwindCSS 4, deployed on Cloudflare Pages
- **Database:** Supabase (PostgreSQL with Row-Level Security)
- **Voice Server:** Python 3.11, FastAPI, Pipecat framework, deployed on OVH VPS (Docker + Caddy)
- **Auth:** Supabase Auth with JWT
- **Billing:** Autumn (usage-based billing platform)
- **Monitoring:** Sentry (errors), PostHog (analytics), Prometheus (voice server metrics)

### Security Architecture

- All data encrypted at rest (AES-256) and in transit (TLS 1.3)
- Row-Level Security (RLS) policies on every database table
- JWT-based authentication with short-lived tokens
- Strict CORS policies
- Content Security Policy headers
- Regular security audits

---

## Setup Process

1. **Sign up** on hicharlie.fr (email + password, 30 seconds)
2. **Configure your agent** — name, greeting, business hours, knowledge base (5 minutes)
3. **Connect your phone** — redirect calls or get a new number (2 minutes)
4. **Go live** — Charlie starts answering calls immediately

Total setup time: under 10 minutes. No hardware, no technician, no contract.

---

## Company Information

- **Legal Name:** Peerlab SAS
- **Brand Name:** HiCharlie (also written "Hi Charlie")
- **Founded:** 2024
- **Location:** Paris, France
- **Team Size:** 2 developers (Mathis and Florent)
- **Stage:** Early-stage SaaS startup
- **Market:** French and European B2B service businesses
- **Website:** https://hicharlie.fr
- **Email:** contact@peerlab.fr

---

## Frequently Asked Questions

### What is HiCharlie?
HiCharlie is an AI voice concierge that answers your business phone calls 24/7. It handles reservations, answers questions, and routes complex calls to your staff — all in 30+ languages with sub-1-second response time.

### How much does HiCharlie cost?
Plans start at 69 EUR/month for 345 included minutes. The Pro plan (189 EUR/month, 1,050 min) suits most businesses. The Unlimited plan (460 EUR/month, 4,000 min) is for high-volume needs. No setup fees, no commitment.

### How long does setup take?
Under 10 minutes. Sign up, configure your agent's knowledge base, redirect your phone number. No hardware, no technician needed.

### Is HiCharlie GDPR compliant?
Yes. HiCharlie is built GDPR-native: all data is hosted in France (EU), encrypted, isolated per client with row-level security. Customer data is never shared or resold.

### What languages does HiCharlie support?
30+ languages including French, English, Spanish, German, Italian, Portuguese, Dutch, Polish, Arabic, Chinese, Japanese, Korean, and more. Language is auto-detected from the caller's phone number country code.

### Can HiCharlie integrate with my existing systems?
Yes. HiCharlie integrates with major PMS (Mews, Opera, Thais, Medialog), booking engines (Zenchef, TheFork, SevenRooms), POS systems (Lightspeed, Toast, Square), and more.

### Does HiCharlie sound like a robot?
No. HiCharlie uses neural text-to-speech technology that produces natural, warm speech. Callers frequently can't tell they're speaking with AI.

### Can HiCharlie transfer calls to my staff?
Yes. When a request is too complex or requires human judgment, Charlie transfers the call seamlessly to the appropriate team member with context about the caller's request.

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## Links

- **Homepage:** https://hicharlie.fr
- **Pricing:** https://hicharlie.fr/fr/pricing
- **Blog:** https://hicharlie.fr/fr/blog
- **Login (Customers):** https://hicharlie.fr/login
- **Sign Up:** https://hicharlie.fr/signup