Redaction stripped context, forcing agents to rebook tickets. Native security now lets AI resolve complex requests without a handoff.
An AI-native platform provider for the world's largest organizations, managing end-to-end voice and digital contact center conversations at enterprise scale.
A mandatory PII redaction layer created latency and stripped essential context from user data, making complex tasks like airline ticket rebooking...
“It’s a bit of a headache when you’re working on a customer deployment and you see that GenerativeAgent would provide even better responses if it had more data to draw on.”
Generative AI platform for contact center automation and customer experience.
Cloud computing platform and on-demand infrastructure services.
Related implementations across industries and use cases
Redacting data for security broke reasoning. Now, private channels allow full context, enabling natural dialogue over rigid menus.
AI support risked hallucinations. Now, 20 specialized models fact-check every answer against strict company policies.
Previous AI lagged 20s and lost context. A new copilot now summarizes history and drafts replies in <10s, boosting productivity 30%.
Engineers manually correlated alerts across systems. AI agents now diagnose issues and suggest fixes, cutting recovery time by 35%.
Minor edits required days of crew coordination. Now, staff use avatars to modify dialogue and translate languages instantly.
Lab supply orders were handwritten in notebooks. Digital ordering now takes seconds, saving 30,000 hours for research annually.
Experts spent 15 minutes pulling data from scattered systems. Natural language prompts now generate detailed reports instantly.