Product — Contact Intelligence
AI assistance on every agent conversation
Real-time intent detection, knowledge suggestions, and automated CRM documentation. The full intelligence layer for your contact centre.
−70%
Post-call work
+35%
Calls per agent
<2s
KB suggestion latency
D1–D5
Automation levels
140+
Languages
Core Feature
AI Dial — five levels of automation
Choose how much AI does, from passive listening to fully autonomous calls.
5
Automation levels
The AI Dial lets supervisors choose an automation level per queue — D1 (listen only) through D5 (full autonomy). Agents always have override control, and the dial can be changed mid-shift to match demand.
- D1 Listen — real-time transcription, no suggestions
- D2 Suggest — KB and next-best-action cards appear on screen
- D3 Assist — AI pre-fills CRM fields and drafts responses
- D4 Co-Pilot — AI speaks suggested phrases on agent approval
- D5 Autopilot — AI handles the call end-to-end with human escalation
Voice
Custom voice personas
Brand-consistent AI voices for every D4/D5 interaction.
30+
Voice personas
Upload a voice sample or choose from 30+ neural voices. Each persona maintains consistent tone, pace, and personality across all AI-generated speech — per language and per queue.
- 30+ neural voice options with configurable tone and pace
- Clone your brand voice from a short audio sample
- Per-queue persona assignment for tailored customer experience
- Automatic language switching preserves persona characteristics
Intelligence
Real-time emotion detection
Understand how callers feel — before they tell you.
94%
Emotion accuracy
Voice-based emotion analysis detects frustration, satisfaction, confusion, and urgency in real time. Supervisors receive escalation alerts and agents get contextual de-escalation prompts.
- Detects frustration, satisfaction, confusion, and urgency
- Supervisor dashboard with live emotion heatmap
- Automatic escalation triggers on sustained negative sentiment
- Contextual de-escalation prompts for agents
- Post-call emotion timeline for quality review
Intelligence
Intent detection & classification
Know what the customer wants within the first few seconds.
<10s
Time to classify
AI classifies caller intent from the first utterance, routes to the right queue, and pre-loads relevant knowledge articles and CRM context so agents can resolve issues faster.
- Detects intent within the first 10 seconds of speech
- Auto-routes to the best-matched queue and agent skill
- Pre-loads CRM history and relevant knowledge articles
- Custom intent taxonomy configurable per tenant
- Tracks intent drift over time for training insights
Knowledge
Knowledge-base suggestions
The right answer, surfaced at the right moment.
<2s
Suggestion latency
TorqueShift indexes your internal knowledge base and surfaces the most relevant articles as the conversation unfolds. Agents see ranked suggestions with highlighted answer passages — no manual search needed.
- Semantic search across your entire knowledge base
- Real-time article ranking based on conversation context
- Highlighted answer passages for instant agent reference
- Supports PDF, HTML, Confluence, Zendesk Guide, and more
- Automatic gap detection — flag topics with no KB coverage
Agent Assist
Smart next-best-action suggestions
AI tells agents exactly what to say and do next.
3x
Faster resolution
Combining intent, emotion, CRM history, and knowledge-base context, TorqueShift generates ranked next-best-action cards — reply scripts, escalation prompts, upsell opportunities, and compliance disclosures.
- Context-aware reply scripts agents can send with one click
- Escalation prompts when sentiment drops below threshold
- Upsell and cross-sell suggestions based on customer profile
- Compliance disclosure reminders triggered by topic detection
- Feedback loop — agents rate suggestions to improve accuracy
Insights
Conversation analytics
Turn every call into actionable business intelligence.
360°
Visibility
Dashboards surface handle time trends, CSAT drivers, topic frequency, agent performance, and automation effectiveness. Export to your data warehouse or consume via API.
- Real-time and historical dashboards for supervisors
- CSAT driver analysis — identify what moves the score
- Agent performance leaderboards with coaching insights
- Topic and intent frequency trends over time
- Export to BigQuery, Snowflake, Redshift, or Azure Synapse
Channel
Web chat
AI-powered live chat embedded on your website.
<1s
Response time
A fully branded web-chat widget that feeds into the same unified inbox. Agents handle chat alongside voice with identical AI assistance — KB suggestions, smart replies, and automatic CRM logging.
- Embeddable chat widget with full brand customisation
- Same AI assistance as voice — KB, intent, suggestions
- Typing indicators, read receipts, and file attachments
- Automatic escalation from chatbot to live agent
- Full conversation transcript logged to CRM
Channel
WhatsApp Business
Meet customers on the world's most popular messaging app.
2B+
Users reachable
Connect your WhatsApp Business API account and handle conversations in the same agent workspace. Rich media, template messages, and AI-powered quick replies — all with full compliance logging.
- Official WhatsApp Business API integration
- Rich media support — images, documents, location sharing
- Template message management with approval workflows
- AI-generated quick replies in the customer's language
- End-to-end encrypted with full audit trail
Channel
AI-assisted email in the same unified workspace.
−60%
Reply time
Inbound emails are classified by intent and priority, then routed to the right agent. AI drafts context-aware replies using CRM history and knowledge-base articles — agents review and send.
- Automatic intent classification and priority scoring
- AI-drafted replies grounded in KB and CRM data
- Thread tracking with full conversation context
- SLA timers with escalation on breach
- Attachment handling with virus scanning
Ready to see it in action?
Book a personalised demo with your telephony provider. First live call in 4 weeks.