Most AI in a contact centre sits beside the human: suggesting answers, summarising afterwards, scoring the call. This is the other model. The agent handling the conversation is the AI, inbound and outbound, and your people take the escalations. Which means capacity stops being a hiring problem.
Inbound and outbound · No agent seats to license · Full recordings
Every call picked up in seconds, understood from plain speech, then resolved, routed or booked without a queue.
Follow-ups, reminders, renewals and cold outreach running in parallel from the same platform and the same knowledge base.
Anything outside approved scope transfers live with context attached, so your team handles judgement rather than triage.
A Monday morning spike is answered rather than queued, and a quiet Thursday does not cost the same as a busy one.
Inbound and outbound agents answer from the same approved source, so a caller is told the same thing whichever direction the call went.
Disclosed, recorded and transcribed, with structured outcomes pushed back to your CRM instead of call notes nobody writes.
Broadly it means software that applies AI to contact centre work. Most products in the category assist human agents: real-time suggestions, automated summaries, quality scoring. A smaller group, this one included, puts the AI in the agent seat so routine conversations are handled end to end. The distinction matters when you are comparing, because the two solve very different problems.
See it in action →An agent handling calls unsupervised is only safe if what it can say is bounded. Agents answer strictly from the knowledge base you approve, regulated topics are restricted by default, and anything outside scope is deflected to a human rather than guessed at. Every call is disclosed as AI and recorded, so what was said is always checkable.
See how approvals work →"Every EMI reminder call is disclosed, consented and recorded. Compliance signed off faster than on our old dialer, and connect rates went up."VP, Collections Banking vertical
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