Brands such as Glovo, Terrapin, and Altis Hotels use GetVocal’s hybrid human-AI agent platform for complex customer conversations.
GetVocal, a Europe-based provider of conversational AI agents for enterprise customer support, announced the launch of its Control Centre, a human-AI operations interface designed to help enterprises scale customer experience (CX) automation while maintaining trust, compliance, and human oversight.
As organisations expand AI from simple requests to more complex customer journeys, they face an operational challenge: if AI acts alone, risk can increase; but if humans review everything, automation does not scale.
GetVocal’s Control Centre addresses this by introducing a governance layer for real-time two-way human-AI collaboration. In this hybrid workforce model, AI handles many customer interactions independently, and humans step in when judgment, validation, or exception handling is required.
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The Control Centre is designed to enable supervisors and operators to oversee, control, and collaborate with AI agents in real time. Human operators work alongside AI as decision-makers and coaches. AI can request validation for sensitive actions, seek guidance on edge cases, or escalate high-value moments while maintaining full context. Meanwhile, supervisors gain complete visibility into both AI and human performance, including escalations, sentiment shifts, and emerging operational risk signals.
Through its integration with Zendesk and other CX tools, the Control Centre enables customer service teams to instruct AI agents, take over conversations and approve their requests without leaving their existing workflows.
Underpinning the platform are GetVocal’s deterministic context graphs, which are designed to make every AI decision visible, structured, and traceable.
This transparency allows organisations to gradually delegate more responsibilities to AI agents, leading to faster handling times, higher first-time resolution rates, and less repetitive work for human teams.
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“While many organisations are investing in AI agents, most existing tools can only automate the first five to 10% of customer journeys. This is because they were built either for human-only teams or for black-box decision-making,” said Roy Moussa, Co-Founder and CEO of GetVocal.
Moussa added, “Our capabilities create a governed hybrid workforce platform where human oversight scales alongside automation, enabling brands to expand automation safely across over 90% of customer experience use cases.”
Brands such as Glovo, Terrapin, and Altis Hotels use GetVocal’s hybrid human-AI agent platform for complex customer conversations. Across deployments, enterprises report increased automation coverage, improved response times, and reduced operational costs while maintaining customer satisfaction and compliance standards.
The Control Centre is available as part of the GetVocal Conversational AI Platform and integrates with existing customer experience environments across voice and digital channels.
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