ETSLabs built a conversational AI platform from the ground up, specifically for contact center operations. Not a wrapper around GPT. Not a licensed engine with a custom skin. A purpose-built language model trained on contact center interactions, tested in live operations, and deployed in 30–90 days. The ETSLabs Voice AI Platform handles inbound and outbound interactions autonomously, resolves routine inquiries without agent involvement, and integrates directly with your telephony, CRM, and workforce management systems.
Deployed & Live
VOICE AI CAPABILITIES
Five core capabilities, purpose-built for contact center operations.
Intent recognition, entity extraction, and context tracking that understands customer requests across multi-turn conversations.
Dynamic dialog management that adapts to customer responses in real time, with graceful handoff logic to human agents.
Natural-sounding text-to-speech with accent, tone, and emotion customization to match your brand voice.
Real-time access to customer data, product catalogs, policy databases, and internal knowledge during conversations.
Every AI interaction is analyzed, scored, and fed back into model performance optimization.
USE CASES
FAQ, Account, Status
Frequently asked questions, account lookups, order status, and billing inquiries handled start to finish by AI.
Scheduling & Reminders
Booking, rescheduling, confirmations, and automated reminders that free your team for complex cases.
PCI-Compliant Collection
Secure payment collection with PCI-DSS compliance, fraud detection, and failed-payment recovery workflows.
Scoring & Routing
Initial engagement, need assessment, and qualification scoring that routes warm leads to your sales team.
CSAT & NPS Collection
Post-call surveys, net promoter scoring, and feedback collection that surfaces actionable insights.
Notifications & Confirmations
Policy renewals, appointment confirmations, payment reminders, and campaign outreach at scale.
ARCHITECTURE
Our Voice AI architecture is built in layers, each purpose-built for reliability and performance in live contact center environments.
Audio capture, transcription, noise cancellation
Natural language understanding and entity extraction
Conversation flow orchestration and state tracking
Real-time data access and context enrichment
Answer synthesis and voice output formatting
PROOF POINTS
INTEGRATIONS
Voice AI integrates with your existing telephony, CRM, knowledge systems, and workforce management platforms.
Don't see your platform? We support custom integrations via APIs and webhooks.
THE ETECH ADVANTAGE
Conversational agents resolve routine interactions, route complex cases to humans, and handle 24/7 volume spikes.
Every Voice AI interaction is analyzed alongside human interactions in QEval, the Performance Management Platform.
250+ engineers built and maintain the entire platform. No vendor lock-in. No licensing constraints. Zero dependencies.
NEXT STEP
Talk to our engineering team about your contact center's AI roadmap. We'll walk you through deployment, training, and live-operation testing.
