transcosmos upgrades CX platform with autonomous AI agents

The new platform, developed in partnership with vottia inc., utilizes a hybrid model that blends generative AI with human oversight. This approach allows businesses to switch between multiple large language models, such as OpenAI and Google Gemini, while maintaining strict data encryption and guardrails. transcosmos plans to deploy this infrastructure to 200 companies by the end of the current fiscal year, targeting a fundamental shift in how organizations manage customer interactions.

Early implementation results indicate a significant performance leap. In one repair-service application, the transition from standard voice bots to the new AI agent system boosted self-service resolution rates from 19% to 52%. By combining natural, conversational AI with human support, the firm intends to help clients optimize operational costs while simultaneously increasing customer loyalty across a broad spectrum of industries.