FormantAI
An AI call center, with people in it.
Voice agents take the routine volume. Your agents get the calls that need them — with the context already on screen.
Four jobs. One engine.
Answers the routine.
Balances, due dates, policy and claim status, document checklists — read live, OTP by keypad.
Helps your agents.
Warm transfer with a brief, live whisper of the next fact, after-call notes written for them.
Grades every call.
Human and AI calls scored on grounding, flow and compliance — not a 2% sample.
What changes in an AI call center
Traditional contact centres scale by adding seats, and quality is checked by sampling a small share of calls. An AI call center changes three things:
Volume stops being a hiring problem
Routine calls — the same twenty questions, the same five reminders — are handled by voice agents in every language your customers use. Peaks no longer mean missed calls or long queues.
People handle the conversations that matter
Disputes, distress, complex claims and negotiations go to your agents as warm transfers, with the transcript and a summary. No customer has to repeat themselves.
Every call is measured
Evaluation models grade every call, so compliance gaps and broken flows show up the same day. See evaluation models.
Getting started without a rebuild
Keep your IVR and dialer. Put an agent behind one IVR branch or on one outbound journey, measure it against your baseline for 4–6 weeks, then expand. Read voice AI vs IVR.