AI agents for contact centre operations

The problem

Large contact centres were routing calls on simple round-robin or skill rules. Some customer-agent pairings consistently outperformed others, but no system captured or acted on that signal. Supervisors had no real-time view, and quality programmes ran on small post-hoc samples.

The solution

Shipped components of an AI platform for contact centre operations. Real-time pairing services that match the right caller to the right agent on a millisecond budget, ML pipelines that learn from interaction outcomes, supervisor and analytics consoles, and integrations with major contact centre platforms. Hardened for global enterprise deployments and high call volumes.

Architecture

Stack

Outcomes