MetzuAI AI Call Center
Enterprise voice automation — governed end-to-end.
A voice-first AI agent layer between customers, telephony, CRM, ticketing and your business APIs. Answer queries, verify customers, register complaints, run campaigns — and escalate to humans with full context.
Governed by the Metzu Command Center → view
- AGENTWelcome to Acme Bank. How can I help today?
- CALLERI want to check my last transfer status.
- AGENTSure — verifying your identity first.
- TOOLapi ▸ core-banking.transactions.lookup ▸ 142ms
- AGENTYour transfer of $1,820 to IBAN ····2210 was completed today at 11:42.
Positive
Tx status
96 / 100
Why
Three outcomes operations leaders actually buy.
Natural voice experience
Real-time AI conversations with speech recognition, language understanding and human-like responses.
Automated service workflows
Create tickets, fetch statuses, register requests and trigger actions through enterprise APIs.
Quality & compliance visibility
Recordings, transcripts, summaries, sentiment, QA scores and complete audit trails.
Core capabilities
From hello to handover, every turn is structured.
| Capability | Description |
|---|---|
| Real-Time Voice Interaction | Natural inbound or outbound conversations with customers. |
| Speech-to-Text | Convert customer voice into structured text for intent detection, routing and analytics. |
| Text-to-Speech | Respond with natural AI voice using approved scripts and business policies. |
| Multi-Language Support | English, Urdu, Arabic and regional languages based on business needs. |
| Intent Detection | Identify complaint, balance query, service request, payment status, product info. |
| AI Agent Orchestration | Route to specialized agents: banking, support, complaints, campaigns, verification, escalation. |
| Workflow Automation | Trigger ticket creation, customer lookup, request registration, status, notifications. |
| API Integration | CRM, core banking, wallet, ticketing, telephony, DWH, notification, enterprise APIs. |
| Human Handover | Transfer complex or sensitive conversations to live agents with context and transcript. |
| Post-Call QA | Summaries, sentiment, resolution status, compliance checks, QA scores and insights. |
Automation flows
Six conversation patterns shipped out of the box.
Customer Support
Answer FAQs, product info, charges, limits, account help and service status.
Complaint Registration
Create tickets, categorize the issue, assign priority and return reference numbers.
Banking & Wallet Services
Card blocking, branch info, transaction status, wallet support, profile assistance.
Outbound Campaigns
Reminders, service updates, surveys, verification, collections, awareness calls.
Customer Verification
Identity, account, OTP, DTMF or API-driven verification flows.
Human Escalation
Escalate high-risk, sensitive or unresolved cases with full history and context.
Security & compliance
PII handling, RBAC and audit by default.
| Area | Description |
|---|---|
| Data Privacy | Sensitive data can be masked, restricted, tokenized or excluded from logs by policy. |
| Role-Based Access | Dashboard access controlled by team, department, role, call type and permission. |
| Audit Logs | Every call, turn, API action, admin activity, escalation and config change is logged. |
| Secure Integrations | Enterprise APIs protected through authentication, encryption, whitelisting and network controls. |
| PII Handling | Sensitive info collected through secure flows like DTMF or protected verification channels. |
| Policy Boundaries | You define what the bot can answer, what it must escalate and what needs human approval. |
Deployment
Run it where your data has to live.
Cloud
Fast rollout with scalable infrastructure, faster testing and managed operations.
Private Cloud
Customer-controlled cloud deployment for regulated business environments.
On-Premise
Data-center deployment for maximum control, isolation and compliance.
Hybrid
Combines secure enterprise systems with scalable AI and voice services.
Industries
Where it earns its keep.
| Industry | Use cases |
|---|---|
| Banking | Account queries, card services, complaint management, branch info, transaction support. |
| Fintech & Wallets | Wallet support, payment status, KYC follow-up, merchant support, verification, campaigns. |
| Telecom | Package info, complaints, SIM services, activation, customer support automation. |
| Insurance | Policy info, claim status, renewal reminders, lead qualification, customer support. |
| Enterprise & Government | Citizen helplines, HR helpdesk, IT support, appointments, complaint intake. |
Pilot a governed voice agent on one call type.
We'll wire MetzuAI to your telephony and one back-office API for a controlled pilot.