Cloud Contact Centers with AI Agents - 2024
The core challenge: how do you design a product around AI capabilities that didn't exist in the market yet? There were no established patterns for AI agent management interfaces with advanced live speech analysis capabilities.
A clean, intuitive tool for building flexible contact centers.
A library of of available nodes were displayed for the user to set the next step in the call flow.
Configure and route any node. Visual cues flag required modules that must be defined to move forward.
Users are able to set parameters for AI agents through routing, playbooks, and role-play coaching tabs.
Import your playbooks—the instructions for handling requests—and refine them live in the product.
Test in real-time. Correct errors. Train the model. Deploy hallucination-free.
Agents qualify and route. Callers get the right human every time.
Zoom out to see the entire flow before diving back in.
Upload knowledge base documents and manage versions to rollback to stable builds anytime.
We ran a 12-week pilot program with USAA to gather enough data to evaluate efficiency, risk, edge cases, and user experience.
