AI call centre
AI call centre agents for contact centres
An AI first line that resolves routine calls, routes the rest by intent, takes overflow and out-of-hours calls, and hands your agents a summary.
- Fixed build price
- Prototype in days
- You own it
Most contact centre volume is the same few questions: where is my order, what is my balance, I need to change an appointment, how do I reset my password. Skilled agents spend their day answering them while customers with real problems wait in the queue.
An AI call centre agent takes the first line. It answers immediately, resolves the routine calls end to end where your systems allow, and routes everything else to the right team with the reason already captured. Your people get fewer calls, and the calls they get are the ones that need a person.
Calls it handles
What the agent does on the phone
Routine calls resolved end to end
Order status, appointment changes, account questions, and other high-volume intents handled completely by the agent, using your systems through their APIs.
Natural-language routing
Callers say what they need instead of pressing 1, then 3, then 2. The agent works out the intent and routes to the right queue, with the reason passed through.
Overflow and peak absorption
When queues spike, the agent picks up the calls that would otherwise wait, resolves what it can, and offers a callback for the rest instead of hold music.
Out-of-hours cover
Full service for routine intents overnight and at weekends, with clear callback arrangements for anything that needs a person.
Warm handover with a summary
When a call goes to a person, the agent passes on who the caller is, what they need, and what has already been tried, so nobody repeats themselves.
Summaries and analysis on every call
Automatic post-call summaries cut wrap-up time, and every call can be tagged by intent and outcome, so you see why customers call instead of sampling a handful.
In detail
Doing it properly
Start with containment, not replacement
The sensible first project is narrow: the two or three intents that make up the most volume and can be resolved without judgement. Measure how many of those calls the agent completes, how many it hands over, and what customers say afterwards. Expand from evidence. Projects that try to automate the whole centre at once tend to automate nothing well.
Working with your telephony and systems
Most modern contact centre platforms can pass calls to an AI agent over standard SIP connections or their own APIs, and take them back for transfer to a person. The agent then reads from and writes to your CRM, order system, or ticketing tool. We map those integrations before quoting, because they decide what the agent can actually resolve.
Payments, identity, and vulnerable customers
- Card payments are never taken by the AI listening to card numbers. Payment steps go to a PCI DSS compliant secure payment flow, such as keypad entry that masks the digits.
- Identity checks follow your existing policy and are designed so the agent cannot be talked past them.
- Signs of vulnerability, distress, or a complaint trigger a handover to a person, which matters for regulated sectors such as financial services under the FCA's Consumer Duty.
- Callers are told they are speaking to an AI, recordings and transcripts are handled under UK GDPR, and retention is set deliberately.
Why not a platform licence?
Enterprise voice AI platforms are excellent and priced for enterprise volumes. Mid-sized contact centres often sit in the gap between those and simple receptionist products. A custom agent built on usage-priced providers, on your own accounts, with your integrations written properly, fills that gap without a long licence commitment.
FAQ
Contact centres questions
Can an AI agent work with our existing contact centre platform?
Usually, yes. Most modern platforms can route calls to an AI agent over SIP or their own APIs and take them back for transfer. We confirm the specific integration for your platform before quoting.
What share of calls can an AI agent handle?
It depends entirely on your call mix and how much your systems let the agent do. We start with the highest-volume routine intents, measure how many are fully resolved, and expand from there, rather than promising a figure before seeing your calls.
Can it take card payments?
Not by listening to card numbers. Payment steps hand off to a PCI DSS compliant secure payment flow, such as masked keypad entry, so card details never pass through the AI.
How do customers reach a person?
At any time, by asking. The agent also hands over automatically on complaints, signs of distress or vulnerability, and anything outside its scope, passing a summary so the customer does not repeat themselves.
Can it help our human agents, not just replace calls?
Yes. Post-call summaries reduce wrap-up time, and tagging every call by intent and outcome shows where volume comes from, which is often the most useful output of the whole project.
Next step
Stop missing calls
Tell us how many calls you get, when you miss them, and which systems you use. You get a written plan, a fixed build price, and an estimated monthly running cost before anything is built.
Usually within one working day