Human-in-the-Loop Agent

Expand GenerativeAgent capabilities with HILA™

Minimize transfers, increase containment, and keep customers satisfied.

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Unlock bigger benefits with human-AI collaboration

Safely expand automation opportunities

A human in the loop to keep conversations moving toward resolution, so you can safely automate more interactions.

Improve GenerativeAgent performance

Real-time human collaboration provides GenerativeAgent with more input to learn and improve.

Increase First Contact Resolution (FCR)

Because it can ask a human for help, GenerativeAgent minimizes transfers and maximizes resolutions.

An AI agent that knows when and how to ask a human for help

Combine the speed of AI with the nuance of human judgment for better service at scale.

Voice concurrency

When other AI agents get stuck, they hand off the customer to a human. GenerativeAgent takes a different approach. It asks a human-in-the-loop agent for what it needs – and then continues resolving the customer’s issue on its own. 

You can scale your best human agents beyond 1:1 concurrency as they support multiple voice conversations at the same time. Reserve human judgement for where it's needed most and multiply your team's capacity.

Intuitive agent experiences

GenerativeAgent enables the human-in-the-loop agent with user-friendly tools in an intuitive interface.

When GenerativeAgent consults a human, it provides context and conversation history.

Human agents interact with GenerativeAgent through their existing agent desk for a familiar experience.

Flexible configuration options

You decide how much control GenerativeAgent can have for each customer intent. With HILA, GenerativeAgent can:

Ask a human agent for help or approval

Hand off the customer to a live agent

Use Approver mode to start—a human will review each response before it goes to the customer.

GenerativeAgent quickly learns from your best agents, so you can confidently move to less oversight.

Self-improving AI

Human-in-the-Loop Agent Approvers can provide rationales for their decisions and actions, so GenerativeAgent continuously learns from every consultation.

Your best agents train your AI - automatically - to improve performance over time.