Customer service leaders
Shorter waits without more hiring.
Capability
AI Contact Centre Automation
Resolve routine contacts end to end, and give agents a copilot for the rest.
First-contact resolutionAverage handle timeContainment rateTransfer and repeat-contact rate
The service at a glance
The problem, our work, your result
- Business problem
Call volumes grow faster than any team you can hire.
Customers wait, agents repeat the same answers, and every peak season means emergency hiring.
- What we do
We automate the requests that repeat: AI agents answer, verify identity, complete the request in your systems, and hand complex cases to people with full context.
- What you receive
- AI agents on voice and chat
- Automated common requests
- Context-rich handover to staff
- Service quality dashboard
Who it is for
Built for the people who own the decision
CFO and finance
Lower cost per resolved request.
Operations and business leaders
Peaks absorbed without chaos.
Risk, compliance and security
Every interaction logged and reviewable.
The goal: an AI-ready organisation
Where this service moves you
Data readyThis service
Connected, clean, governed and allowed for AI use.
KPIs readyThis service
Agreed measures, one definition each, a named owner.
Organisation ready
Roles, decision rights and skills to adopt AI safely.
=AI that reaches production and creates value
Approach
How we work with you
- 01
Listen
Analyse real calls to find what repeats.
- 02
Automate
Build agents for the top requests.
- 03
Guard
Add verification, limits and handover rules.
- 04
Measure
Track resolution, satisfaction and cost.
Engagement options
Start where you are
Call analysis
What to automate first, with evidence.
First agent live
One channel, top requests automated.
Full contact centre
Voice, chat and staff assist together.
Scope
What is in, what is not
Included
- Agent design and build
- System integration
- Arabic dialect tuning
- Quality monitoring
Handled separately
- Telephony infrastructure
- Outsourced staffing
Bilytica frameworks behind this service
Our own methods, not a generic playbook
AGENT
All Bilytica frameworksAgent Operations Framework
Autonomy tiers, tool boundaries and human checkpoints, so agents can act without becoming a liability.
See the frameworkTRUSTAI Assurance Framework
One control set that answers NIST, ISO 42001, the EU AI Act and the Saudi regulators at once.
See the frameworkIn short
What this actually is
An automation layer across voice, chat, WhatsApp and email that answers the repetitive contacts on its own and assists a human on the complex ones. It reads the same systems your agents read, so an answer is grounded in the customer's actual record rather than a generic script. Arabic and English are handled natively, including dialect on the inbound side.
Key points
What matters before you buy
- 01
Containment, not deflection theatre
A contact only counts as handled when the customer's issue is closed in the source system, not when the bot ends the call.
- 02
Agent assist pays first
Summaries, retrieval and after-call notes reach production faster and with less risk than full self-service.
- 03
Grounded in your systems
CRM, core banking, billing, ticketing and order systems are read live; nothing is answered from model memory.
- 04
Escalation is a feature
Confidence thresholds, sentiment and repeat-contact signals hand the customer to a human with full context.
Delivery
How we build it
Foundation check
Before any buildWe inspect the systems, the data behind them and the quality of the records this capability will depend on, then write down what has to be fixed before anything is built.
Narrow first release
First releaseOne workflow, one team, real traffic, measured against the baseline we captured before we started.
Controls and evaluation
Runs in parallelGuardrails, approval gates, evaluation sets, logging and the evidence pack your auditor and your regulator will ask for.
Scale and hand over
After sign-offAdditional workflows, sites or languages, then runbooks and training so your team can operate it without us.
Data foundation
What has to be true in your data first
Great AI cannot hide bad data. These are the conditions this capability depends on, we fix them as part of delivery, not after go-live.
- A single customer identity across channels, or the bot answers the wrong person's question.
- Knowledge that is current and owned, an out-of-date policy page becomes a confidently wrong answer.
- Write access to the systems of record, otherwise the customer is told to call back.
- Call and transcript history for evaluation baselines.
Controls
Guardrails we put around it
A human owns every consequential decision
Agents draft, route and execute reversible steps. Anything that moves money, changes a record of consequence or affects a person's rights stops at a named human approver with the reasoning attached.
Every action is logged and replayable
Inputs, retrieved context, model version, output and the human decision are written to an immutable log, so an auditor can reconstruct any single interaction months later.
Data stays where your regulator requires
In-country, in-region or on-premise deployment, with the model portfolio right-sized to the workload instead of routing everything to a frontier endpoint abroad.
Accuracy is monitored, not assumed
A held-out evaluation set runs on every model or prompt change, with drift alerts and a documented rollback path when quality moves.
Fit
Systems it plugs into, and what it moves
Integrations
GenesysAvayaCiscoAmazon ConnectTwilioSalesforceMicrosoft Dynamics 365ServiceNowZendeskWhatsApp Business
KPIs it moves
- • First-contact resolution
- • Average handle time
- • Containment rate
- • Transfer and repeat-contact rate
- • CSAT and complaint volume