Utilities
Hydro-Québec Cuts Support Requests by 30%
- 30%
- fewer support tickets
- 557
- customer contacts avoided · Dec 2024
- 60 days
- to measurable impact
Contact centre AI
AI agents for contact centres
Handle customer care, retention and sales across every channel. Resolve routine contacts and warm-transfer the rest with full context.
Multiple ways to help
Support customers. Equip your team.
Choose the workflows that fit your operation, then define the scope together.
Support Chat
Answer common customer questions using your help content and company knowledge.
Learn moreVoice Agents
Support defined inbound or outbound phone tasks, scoped for your operation.
Learn moreAI IVR
Understand why someone is calling, then follow configured resolution or routing steps.
Learn moreAgent Assist
Help employees find company knowledge and prepare replies they can review.
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AI IVR
AI that understands every reason for the call
Callers say what they need in their own words instead of pressing buttons. The agent handles each request on the call and warm-transfers the rest to the right team.
- 01Understand every reason for the callPick up billing, cancellation, service and scheduling needs from what the caller says, even when there is more than one.
- 02Take action in your systemsVerify identity, update records, complete approved actions and book the next step.
- 03Warm-transfer with full contextRetention, billing or support teams pick up with the live transcript, a summary and what has already been done.
Try it live
Get a call from our agent
Leave your name and number and our AI agent will call you. Hear how it sounds, how it handles questions and interruptions, and what an outbound call feels like for your customers.
This is a demo. Yours is configured around your contact drivers, systems and policies.
Outbound calling
Let our agent call you
Enter your number and experience an AI outbound call for yourself.
Agent Assist
Help your team find the right answer
Expertise works alongside your team on live calls. It transcribes the conversation, brings up answers, keeps procedures on track and suggests the next step.
Learn more
Live transcription. Answers from your sources. Your team confirms every action.
Live call transcript
Customer
You
Detected: charger offline, blinking orange light
Source material
Charger troubleshooting“A blinking orange light means the charger lost its network connection. Power-cycle it before booking a visit.”
Procedure · Offline chargersSuggested answer
Ask Marc to switch the charger off at the breaker for 30 seconds, then back on. The light should turn green within two minutes.
From Charger troubleshootingForward deployment
Our team works alongside yours
Expertise works directly with your CX, operations and IT teams to understand how your contact centre runs, connect the systems behind it, configure rules and handoffs, test real conversations, and keep improving the agent after launch.
- 01Find where AI can helpWe work with your team to understand common requests, repetitive tasks and where employees need more support.
- 02Connect your systemsOur engineers connect the tools and information your agents need, with clear permissions and human handoffs.
- 03Launch and improve togetherWe test real scenarios with your team, support the rollout and keep refining your agents after launch.
- Private infrastructure
- Canadian data residency options
- Governance & approvals
- Unlimited usage options
Common questions
Callers describe what they need in their own words. The agent works out each reason in the conversation, including when there is more than one, and follows the steps your team set for each: answering from your approved knowledge, taking action in connected systems, or transferring to the right person.
It takes routine calls and after-hours volume off the queue, so your agents spend their time on the conversations that need judgment and care. When a call needs a person, the agent hands it over with a summary of what has already been done.
Instead of pressing keys, callers say what they need. The agent resolves the request or routes the call with context. Many teams start with their highest-volume call types and expand from there. What is conversational IVR?
Yes. The agent speaks English and French, including Canadian French, and callers can switch languages mid-call. It supports 175+ languages in total.
Expertise AI is SOC 2 Type II, SOC 3 and HIPAA compliant and offers flexible hosting across regions including Canada, the US and Europe, plus dedicated infrastructure options.
No. Expertise is designed to work around the systems you already run. Depending on the deployment, that can include your telephony, CRM, ticketing, knowledge and scheduling tools.
We start with your priority contact drivers, systems, policies and handoff rules. Our team connects the required tools, tests representative conversations with yours, launches the first workflows, and continues tuning them after they go live. Scope and timing depend on the systems and controls involved.
See what your contact centre could resolve
Bring your top contact drivers. We'll show you what Expertise can resolve, and how the rest reach your team with full context.