The context
The situation
Contact center agents juggle billing systems, call history and policy documents while customers wait. The goal was to put the right answer in front of the agent before they had to search for it.
The challenge
What stood in the way
- Slow context gathering. Agents searched multiple systems during live calls.
- Reason for calling unclear. Intent had to be worked out manually at the start of each call.
- Inconsistent responses. Answer quality varied by agent experience.
The solution
What Veracity built
Veracity deployed live AI voice agents and an AI assistant for human agents that delivers:
- Real-time audio processing and transcription
- Intent and sentiment detection that identifies why a customer is calling, such as a billing query
- Contextual knowledge retrieval of account data, past calls and company documentation
- Dynamic, step-by-step suggested responses based on intent, sentiment and account context
The outcome
Results in production
Faster resolution
with account context surfaced automatically.
Consistent answers
guided by suggested responses.
Live sentiment awareness
so agents can de-escalate early.
Production voice agents
handling customer calls alongside human teams.
