AI Agent Platform: Automate Customer Conversations Without Losing the Human Touch

Deliver consistent service across every channel

Voice and digital virtual agents can handle multiple chat sessions simultaneously, categorise and prioritise emails automatically, and capture interactions across every channel in a single unified interface. All voice interactions are transcribed in real time, creating searchable records for insight and quality monitoring.

Make every interaction clearer, faster and more accurate – in any language

Virtual agents use natural language processing to interpret requests accurately, access customer history for personalised responses and integrate with CRM, ERP and knowledge systems to provide relevant information instantly.

Built-in AI translation enables real-time conversations across more than 75 languages, automatically translating both customer messages and agent responses while preserving meaning and context.

Responses are grounded in approved knowledge sources and connected systems to ensure accuracy, consistency and governance.

Virtual agents can also answer questions using approved documents and knowledge sources through Liberty AI, helping ensure responses remain accurate, trusted and compliant with organisational policies.

Turn conversations into completed tasks

Agentic virtual agents can execute transactions, update records across backend systems and trigger automated workflows. Agentic workflows allow the AI to complete end‑to‑end tasks, not just respond, progressing customer journeys autonomously within defined guardrails – a major step up in contact centre automation.

Connect customers with the right support – instantly

Use intelligent routing capabilities – including skills‑based routing to match enquiries with qualified agents, priority routing for high‑value customers, time‑of‑day routing for business hours management and voicemail routing for after‑hours support. Routing decisions can incorporate captured intent, sentiment and customer value data to optimise outcomes.

Blend automation with human support seamlessly

Seamless escalation to agents is built in. Escalate to advisors equipped with a full interaction context via the omnichannel desktop. Route calls to skilled team members using caller info, IVR choices and business hours for a better experience. Full transcripts, identified intent and captured structured data transfer during escalation, eliminating repetition and preserving conversation continuity.

Improve agents’ performance with actionable insight

Track containment, resolution rates and customer outcomes to optimise your virtual agents over time. Utilise interaction analytics, keyword clustering and performance dashboards to identify optimisation opportunities and continuously refine conversational models.

Automatically generate AI-powered summaries of each conversation, helping agents review interactions quickly while supporting quality monitoring and compliance.

Sentiment analysis tags each interaction with overall customer sentiment, enabling teams to track experience trends across queues, channels and services.