Human-led AI. Built to Support.
CertainlyCX delivers an exceptional service experience with top-notch human agents powered by custom AI tools — the ultimate blend of efficiency and effectiveness.
AI Handles the Routine. Humans Handle the Judgment.
We don't replace your support team with chatbots. We orchestrate AI to amplify what humans do best.
What AI Does
AI takes on the structured, repeatable, data-heavy work that slows your team down, like:
What Humans Do
Your agents focus on the work that actually builds loyalty while humans focus on what they do best, like:
The Result: support that resolves routine issues 10x faster and handles complex ones with the care they actually require. Explore the research behind this approach.
Increase coverage without increasing headcount
Improve consistency across channels and agents
Turn interactions into actionable coaching and performance insights
Your AI Product Suite
Quality Assurance Dashboard
Consistent scoring. Less manual review. Better coaching.
The QA Dashboard removes bias and enables a higher percentage of tickets to be audited with consistent scoring based on your organization’s key quality criteria. AI automates auditing and administration while producing clear coaching summaries—freeing leaders from manual reviews so they can focus on coaching behaviors that drive better performance and consistency.
What it Does
AI Voice Agent
Human-led AI voice automation for inbound and outbound calls.
The AI Voice Agent answers questions, schedules appointments, and places outbound calls—while seamlessly handing off to humans when needed. Deliver fast self-service without sacrificing brand voice or customer trust.
Use Cases
Agent CoPilot
Human-led AI that supports agents in real time.
Agent CoPilot helps agents find answers instantly, navigate complex product information, and ramp faster. Ideal for onboarding and knowledge-heavy brands—AI delivers speed and consistency while humans stay in control of the conversation.
What it Improves
Full Visibility Into Every Interaction
Every tool comes with a real-time dashboard so you always know what's working, what's improving, and where to focus next.
AI Voice Agent
Real-Time and Daily Metrics
- AI-answered calls (count and percentage)
- AI minutes used today vs. forecast
- Average handle time (AI)
- Current cost tracking / credits remaining
Value Indicators
- Reduced cost: if these AI-handled calls required human agents
- Efficiency gain: percentage of calls handled instantly with no wait time
- After-hours coverage: AI minutes used outside business hours
Agent CoPilot
Real-Time and Daily Metrics
- Total AI-drafted ticket count for the period
- Drafts used or copied by agents (count and percentage)
- Draft acceptance rate
- Average time to resolution (with vs. without Co-Pilot)
- Tickets per hour
Value Indicators
- Additional tickets handled this month without new headcount
- Equivalent hiring cost saved
- Average response quality score vs. baseline
Quality Assurance Dashboard
Real-Time and Daily Metrics
- Assessment credits available (remaining balance)
- Assessment credits used today
- Audits completed today
- Coverage percentage (tickets audited vs. total)
Value Indicators
- Ticket coverage percentage vs. manual audits
- Time saved (e.g., 361 audits in 20 minutes vs. 7.5 hours manually)
- Coaching opportunities identified automatically
- Quality score improvement since implementation
Why Human-Led AI Outperforms AI-Only Support
Think of it this way: AI is your team's intelligence briefing. It equips them with context, data, and efficiency. But your human agents are the ones who make the judgment calls when things get real. Read the full case for Human-Led AI.
What happens with AI-only support
What happens with CertainlyCx
Ready to add AI without losing the human touch?
Let’s map where automation helps most, where humans should stay front-and-center, and how to roll this out without disrupting your customer experience.
