Call center automation without sacrificing accuracy or control
Call center automation without sacrificing accuracy or control
Call center automation without sacrificing accuracy or control
Call center automation only works if accuracy holds. The failure mode is usually the second metric: callers get misunderstood, agents field more escalations, and cost-to-serve rises. Inbenta Encore resolves tier-0 and tier-1 calls with +98% accuracy and full auditability.
Governed, auditable, and built for regulated industries.
For buyers in financial services, travel, online gambling and gaming, and B2B SaaS with regulated customers, governance is non-negotiable. Safe means the AI will not cause harm. Auditable means you can prove to a regulator, or to your own CISO, CRO, or compliance lead with veto authority on AI deployment, what the voice assistant said, why it said it, and where the data came from.
Glass box architecture means every response is explainable
Connects to your existing stack without rip-and-replace
Encore keeps improving after launch
Every CX leader in a regulated enterprise has sat through the same operations review. Hold times climb in every queue. Transfer loops send callers through three agents for a password reset. Repeat calls pile up.
Agents burn out fielding questions the IVR menu was supposed to handle a decade ago. Leadership asks why cost-to-serve keeps going up.
The answer is structural. IVR was built to route calls, not to resolve them. Bolting an LLM onto the routing layer produces worse outcomes, not better ones: callers now get wrong answers faster.
In regulated industries, voice AI pilots often stall on this exact pattern. Accuracy looks fine in a controlled demo, then degrades in production against real caller variance, dialect, and intent ambiguity.
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Inbenta Encore's intelligent response system processes caller intent in real time. Programmed Intelligence, powered by Encore's dual-LLM architecture, handles natural conversation understanding: tone, context, colloquialisms, follow-up questions.
Every response retrieves from a governed knowledge source rather than generating probabilistically at runtime.
The architectural foundation is Knowledge Engineering. Enterprise content is structured, governed, and made retrievable once, so every voice interaction draws from the same verified source.
No per-agent training. No per-intent rule-building. Content is ingested, and intent understanding is live from day one.
When a caller's request can be resolved end-to-end, Encore does it autonomously through orchestration with SmartOps for back-office operations: account verification, balance check, ticket status, policy lookup, refund initiation, appointment scheduling.
When escalation is needed, Encore routes to a live agent with full interaction context attached: who the caller is, what was asked, what was already done. No repeat-yourself moment.
Results across enterprise deployments: +98% accuracy, +35% better first-contact resolution, and +50% overhead cost reduction.
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Containment rates look good in a deck. In regulated industries, they mean nothing without accuracy. One wrong disclosure, one misquoted policy, one incorrect balance is a compliance exposure and a trust-breaking event with the customer.
Encore delivers +98% accuracy because the architecture is deterministic-first. Every response traces to a governed source rather than emerging from a probability distribution.
Programmed Intelligence, powered by Encore's dual-LLM architecture, is paired with proprietary retrieval from the Knowledge Engineering layer. That combination is what makes accuracy predictable at scale. Downstream, teams see +30% CSAT improvement because interactions resolve correctly on first contact instead of escalating to a specialist.
Results from enterprises that stopped piloting and started automating
Three production deployments illustrate Inbenta's CX solutions look like at enterprise scale.
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Book a walkthrough to see Encore's voice automation running against your use case.
Production-ready in days, not months
Source content is ingested and converted into governed, live-ready intents in 30 to 60 minutes. Encore delivers +75% faster setup and deployment than alternatives, and 8x to 10x faster speed to market.
Programmed Intelligence and Knowledge Engineering understand intent from day one with no training cycles required. Production timelines run days to weeks, not the 12-month pilot purgatory legacy platforms carry.
FAQs
FAQs
FAQs
Common questions about Voice AI for Call Centers.
Call center automation uses AI to resolve caller requests end-to-end instead of routing them through human queues. Encore delivers +50% overhead cost reduction by handling tier-0 and tier-1 calls autonomously with +98% accuracy, freeing live agents for higher-value interactions.
IVR routes calls through menu trees. Contact center automation resolves them. Encore's intelligent response system understands caller intent in natural language, retrieves answers from a governed knowledge source, and executes multi-step tasks or escalates with full context. No menu navigation required.
Encore does not generate answers probabilistically. Programmed Intelligence retrieves every response from the governed Knowledge Engineering layer, so answers come from verified content. Glass box architecture makes every voice interaction traceable and auditable end-to-end.
Yes. Encore ships with 850+ pre-built integrations, including Genesys, Salesforce, IBM, and the major CCaaS platforms. No rip-and-replace is required. Encore sits inside your existing telephony stack and adds governed voice automation as a resolution layer.
Content ingestion and intent conversion run in 30 to 60 minutes. Encore deploys +75% faster than alternatives and 8x to 10x faster to market. Production-ready in days to weeks, not the 12-month pilots legacy platforms require. Programmed Intelligence understands intent from day one.
Encore is consumption-based with no lock-in. Pricing scales with resolved call volume rather than seat count. Most Encore deployments see +50% overhead cost reduction versus legacy IVR-plus-headcount models. Scoping is handled inside the demo process against your specific call volume.
Every Encore voice interaction logs a complete audit trail traceable to its governed source. Role-based access controls, full observability, and explainability come standard. Encore's CISO, CRO, and compliance-led buyers use that audit trail to approve deployment in regulated accounts.
For enterprises shaping customer experience.
