The new Control Center by GetVocal has been developed to provide a governance and human-in-the-loop operating layer to enable safe expansion of AI-powered customer support to over 90% of customer conversations. This new solution has been developed to address a significant challenge in the customer experience arena for many businesses. Instead of allowing the AI to act as a black box in customer support, the new solution will enable real-time collaboration and operating control in voice, chat, email, and digital customer experience. This will enable the AI to handle customer interactions while allowing the human supervisors to take control in case of sensitive decisions or other high-value moments in customer interactions.
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The new solution will also provide live visibility to escalations, sentiment shifts, and other performance signals while allowing the integration with existing customer experience platforms such as Zendesk. Deterministic context graphs will enable the AI decisions to be traced and audited while providing the necessary governance standards. For the B2B technology and customer experience industry, the launch of the new solution by GetVocal marks the beginning of a new era in the development and implementation of a new class of hybrid workforce technologies.