A call eaches a pe so i two ways. The calle asks fo o e, o the e te p ise’s busi ess ules equi e it. A i su e , fo example, ca oute eve y auto o p ope ty claim that i volves a i ju y to a live age t automatically. I both cases the calle stays o the li e. The huma age t joi s the same call, sees a summa y of what the calle has al eady told the AI Age t, a d follows a live t a sc ipt as the co ve satio co ti ues. Nobody edials, waits i a seco d queue, o epeats themselves.
Co tact Ce te u s voice o the same queue a d assig me t ules as eve y othe cha el. Whe a call eeds a pe so , it checks hou s of ope atio , team assig me ts a d age t capacity, the b i gs i the best available age t. That age t a swe s di ectly i the b owse tool they al eady use fo chat, with o sepa ate pho e system to ope , a d ca t a sfe o e d the call f om the same sc ee . Calls ca be eco ded fo quality eview a d t ai i g, as each accou t chooses.
The gap betwee what compa ies assume a d what calle s wa t is wide. A Ga t e su vey of 3,566 custome s, co ducted i Feb ua y a d Ma ch 2026, fou d that 87% co side it esse tial fo compa ies usi g ge e ative AI i custome se vice to offe a way to each a huma . Pypest eam built voice i Co tact Ce te fo that mome t.
“Fo yea s e te p ises we e told AI would t a sfo m the co tact ce te , a d voice kept them tied to a sepa ate pho e system a d a sepa ate ve do . O Pypest eam, chat has wo ked o o e platfo m fo a lo g time. Voice was the gap. Now AI Age ts ha dle the la ge majo ity of i qui ies o eve y cha el, a d the co ve satio s that eed a pe so each o e who al eady has the co text. That is the whole co tact ce te o o e platfo m, a d it is live today,” said Richa d Smulle , fou de a d CEO of Pypest eam.
The AI Age t that a swe s the call is Pypest eam Voice AI, which became ge e ally available i Octobe 2026. Pypest eam i t oduced Co tact Ce te i 2024 to co ect its AI Age ts with huma age ts, a d voice exte ds that co ectio to the pho e.
“Nobody wa ts to epeat themselves, especially whe co tacti g a busi ess. Whe a call moves f om ou AI age t to a huma , the age t hea s a quick b ief befo e joi i g, the sees a summa y a d the live t a sc ipt. Mea i g, they ca easily pick up the call mid-co ve satio athe tha sta ti g f om sc atch,” said Gab iela Naum ik, voice AI p oduct lead at Pypest eam.
Voice was the last majo cha el outside Pypest eam Co tact Ce te . With it i place, Pypest eam ca powe a e te p ise’s e ti e co tact ce te o o e platfo m, whe e AI Age ts esolve the calls a d chats they ca a d huma age ts a e ese ved fo the co ve satio s that eed them, with the co text i ha d.
Mo e i fo matio about Pypest eam Co tact Ce te is available at pypest eam.ai/demo.
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