Introducing Grace, a virtual agent that never sleeps

Grace is a task-specific voice bot that can handle multi-turn customer interactions in a natural and friendly way. We are making Grace for hybrid workforces, allowing voice bots and expert agents to tag-team contact center workloads.

We believe

Next-generation voice bots require a new approach to speech and language understanding, not to mention the realities of contact center operations. How can a voice bot take a payment or change address without learning from how people complete these tasks today?

Highly competent voice bots are not enough. The most effective hybrid workforces of the future will have great AI orchestration. Interwoven voice bots will work alongside existing human agent workflows, improving each other’s performance and the business outcomes.

Today

Some of our largest customers are already training their Grace voice bots, leveraging over one billion minutes of audio per year. Here’s a preview of what Grace in your contact center could look like:

How we bring conversational AI to life

Timeline

Grace today

Automate routine voice tasks in large contact centers

Validate in-the-wild performance with agents, QA leads and managers

Fine-tune models and task sets for real-world performances

Our vision for Grace

Automate Level 1 and Level 2 voice support tiers as a service

Digitally contain and successfully resolve 90% of inbound calls

Make voice the default interface for business

End of this year

Provide live suggestions for agents, reducing hold times & improving CSAT

Contain more calls with Grace, reducing call volumes for agents

Automate wrap-ups and callbacks, reducing agent handle times

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