Client Overview
InsightNext CCAI is an enterprise agentic contact centre platform built for the Fortune 500. Unlike legacy bots that try to be everything and fail at most things, CCAI uses an Orchestrator-first architecture where a central intent classifier instantly routes tasks to specialised agents — each expert in their domain. The result: higher containment rates, lower handle times, and enterprise-grade compliance by default.
Technologies Used
The Challenge
Legacy contact centre bots producing hallucinations and inaccurate responses on sensitive customer queries
Poor containment rates forcing expensive human escalations for queries that should be automated
Inability to maintain customer context across channels — customers forced to repeat information on every channel switch
Legacy mainframe systems (Amadeus, Sabre) incompatible with modern AI platforms without full replacement
Compliance and PII requirements making enterprises hesitant to deploy AI for sensitive customer interactions
Lack of real-time supervisor visibility into AI-human interaction quality and sentiment drift
Our Approach
Orchestrator Architecture Design
Central Orchestrator designed for intent classification and routing. Specialised agent specifications defined: Knowledge (RAG), Transactional (API execution), Voice AI (telephony), and Compliance (PII/policy guardrails).
Legacy System Integration via MCP
Model Context Protocol connectors built for legacy mainframes without direct exposure. Auth-shield layers implemented to expose only necessary APIs (booking_read, etc.) with full audit trails.
Golden Thread Session Engine
Persistent session state engine built to maintain customer context across Web, SMS, App, and Voice channels. Zero-shot context handoff enables seamless channel switching without customer repetition.
Judge-Jury Safety Layer
'Judge' model implemented to intercept every AI response before delivery, fact-checking against policy. PII redaction and compliance validation applied to all outbound responses.
Supervisor Command Centre
Real-time operations dashboard deployed for supervisors to monitor sentiment drift, active interactions, and cost-per-interaction metrics. 'Whisper Mode' enables supervisor intervention in live AI-human interactions.
Technology Stack
Google Cloud Platform and partner technologies powering this solution
Results & Impact
84.2% containment rate in live operations — meaning 84 out of 100 customer interactions are fully resolved by AI without human escalation.
Average handle time of 3 minutes 12 seconds — a 45-second reduction from baseline, representing significant cost savings at enterprise scale.
9.2/10 customer sentiment score with a positive trend — demonstrating that AI-handled interactions can match or exceed human-handled satisfaction levels.
Sub-500ms voice AI response latency achieving human parity in telephony — customers cannot distinguish AI from human agents in standard interactions.
CCAI's orchestration-first approach eliminated the hallucination problem entirely. The Judge model intercepts every response before delivery — our compliance team finally has the confidence to let AI handle sensitive customer interactions.
— Head of Digital Transformation, Enterprise Client
Key Takeaways
Orchestration-first architecture with specialised agents eliminates the hallucination problem that plagues monolithic AI bots
The 'Judge-Jury' safety layer is the key to enterprise confidence in AI for sensitive customer interactions — every response validated before delivery
The 'Golden Thread' session engine is the most impactful customer experience feature — eliminating the frustration of channel switching repetition
Real-time supervisor visibility with Whisper Mode creates the human-AI collaboration model that enterprises need for regulated industries