Solutions
Agentic AI across every customer conversation.
We aren't a one-year-old AI startup retrofitting a chatbot into a contact centre. Graia is built by people who have spent decades inside enterprise contact centres - running operations, integrating Genesys, NICE, Avaya and Five9, and deploying the earliest generations of conversational AI in production. Deep CX and CCaaS expertise comes first; AI is the layer we add on top, where it genuinely moves the numbers.
A digital teammate that actually gets the job done.
Graia's Conversational Agent is an LLM‑based execution engine that understands intent, takes action through your systems of record, and escalates to a human the moment it should.
- Voice, chat and email - natively, in one workflow
- Hybrid flows combine LLM reasoning with deterministic logic
- RAG knowledge base grounds answers in your truth, not the open internet
- Actionable integrations: refund a charge, schedule a delivery, update an account
An action‑oriented agent - not a Q&A chatbot.
LLM‑based execution engine
Instruct the bot in plain English. The agent reasons over the conversation, decides what to ask, what to retrieve, and what action to call next - across multi‑step tasks.
Knowledge base with hybrid search (RAG)
Combine semantic and keyword retrieval over your FAQs, policy docs and troubleshooting guides. Responses are factual and grounded - hallucinations are minimised.
Actionable integrations
Call any HTTP endpoint. Pull live data from your CRM, ERP or ticketing system, then execute a refund, a callback, or an account update on the customer's behalf.
Hybrid flows
Pin the high‑stakes parts. Use deterministic switch, set‑data and send‑message nodes alongside the LLM agent - so compliance is enforced and the workflow is auditable.
Agentic swarm (multi‑agent)
Decompose hard problems with a planner → executor pattern, or layer mixture‑of‑agents for draft → review → final outputs. Each agent has scoped tools and guardrails.
Guardrails & control
Built‑in defences for prompt injection, toxicity filtering and PII redaction. Your data is never used to train foundation models.
Available in every channel
Webchat, WhatsApp, Facebook Messenger, SMS, Voice and Email - including agent‑review email draft mode for delicate replies.
Bot quality management
Conversation‑level insights, success criteria, model uncertainty visualisation and a built‑in simulator so you can test changes before they hit production.
The outcomes that move the business.
What enterprise CX, ops and tech leaders actually measure - and what Graia changes.
Resolve 60–80% of routine inquiries autonomously
Real, multi‑turn resolutions across voice, chat and email - not deflection metrics.
Free agents for high‑value, high‑empathy work
Routine tasks evaporate. The remaining conversations are exactly the ones humans should own.
Ship and tune in days, not quarters
Instruct in plain English, simulate, deploy. A/B test with the sampling node and roll out at your pace.
Enterprise‑grade trust
Hybrid flows enforce compliance scripts verbatim. Audit‑ready transcripts and full guardrails are on by default.
Frequently asked questions
Common questions about agentic AI agents in the contact centre.
How is an agentic AI agent different from a chatbot?+
A chatbot follows a decision tree and answers questions. An agentic AI agent works towards an outcome: it asks for what it needs, calls the systems that hold the answer, completes the task within the policies you configure, and escalates to a human with full context when judgement is required.
Which channels can the conversational agent handle?+
Voice, chat and email, using the same knowledge, policies and reporting so conversations can move between channels without losing context.
How do you stop the AI from inventing answers?+
Answers are grounded in your own knowledge base through retrieval rather than generated freely, and hybrid flows let you force deterministic steps - authentication, payments, disclosures - where an exact sequence is required. Guardrails cover toxicity and prompt injection.
What happens when the AI cannot resolve a request?+
It hands off to a human through skills-based routing, passing the transcript, the customer context and what has already been attempted, so the agent does not have to start the conversation again.
Can it run on our existing contact centre platform?+
Yes. The conversational agent is native to GraiaCX and can also connect over SIP to an existing platform such as Genesys, NICE CX, Avaya or Five9.
See the Conversational Agent in your contact center.
We'll bring a tailored demo grounded in your knowledge base, your systems, and your top call drivers.