GetVocal, Europe’s leading provider of conversational AI agents for enterprise customer support, has introduced its new Control Center, a human-AI operations interface built to help enterprises scale customer experience automation while preserving trust, compliance, and full human oversight.
As enterprises increasingly expand AI beyond simple service queries into complex customer journeys, many face a critical operational challenge: fully autonomous AI can increase risk, while excessive human review limits scalability. GetVocal’s latest launch addresses this gap by introducing a governance layer that enables real-time collaboration between AI agents and human teams.
The new Control Center is based around this type of hybrid workforce model, where AI is responsible for independently resolving the vast majority of customer interactions, with human teams only engaging where judgment, validation, and/or exception handling is required.
This enables organizations to achieve increased automation coverage without sacrificing quality and/or customer trust.
At the heart of this solution is a real-time oversight interface that enables supervisors and customer service operators to monitor, guide, and collaborate with AI agents in real-time.
Also Read: NiCE Unveils Agentic AI Innovation to Transform Enterprise Interaction Data into Scalable AI Agents
At the same time, supervisors have end-to-end visibility into the performance of AI and human teams, including escalations, sentiment changes, and operational risk factors.
The solution can be easily integrated with existing enterprise-level customer experience tools like Zendesk, allowing customer service teams to instruct AI agents, take over live conversations, and approve requests.
A big differentiator in the system is the deterministic context graphs developed by GetVocal, which makes every decision made by the AI transparent and fully traceable. This enables businesses to incrementally add more responsibility to the AI system, thereby allowing for quicker responses, more first-contact resolution, and reduced labor associated with the support process.
“While many organizations are investing in AI agents, most existing tools can only automate the first five to 10 percent of customer journeys. This is because they were built either for human-only teams or for black-box decision-making,” says Roy Moussa, co-founder and CEO of GetVocal. “Our capabilities create a governed hybrid workforce platform where human oversight scales alongside automation, enabling brands to expand automation safely across over 90 percent of customer experience use cases.”
The platform is already being used by leading enterprise brands, including Glovo, Terrapin, and Altis Hotels, to manage complex customer interactions.
Across deployments, enterprises have reported broader automation coverage, faster response times, and lower operational costs, while continuing to meet customer satisfaction and compliance requirements.
“Enterprises are under pressure to increase automation while maintaining quality, compliance, and customer trust,” said Corinne Ripoche, CEO of Capita Experience. “What makes GetVocal unique is that it is the only solution that puts humans in the loop as validators and auditors, increasing control and trust. The Control Center is the key to scale AI responsibly, bringing human and AI agents together to achieve more automation than ever before, while providing a great customer experience.”
The launch also reflects a broader industry trend toward responsible AI adoption in customer experience and contact center operations.
“Becoming AI-first requires more than automation, it requires a system you can trust,” said João Cunha, Transformation Executive VP, Teleperformance. “The Control Center gives us that: the AI stays in charge of the conversation, pulls in human expertise only when needed, and then completes the task independently. That’s how you scale without losing control.”
For enterprise CX leaders, the launch positions GetVocal as a strong player in the fast-growing human-in-the-loop AI automation space, where governance, transparency, and scalability are becoming mission-critical.
Comments are closed.