GetVocal, Europe’s leading provider of enterprise conversational AI, has announced the launch of its Control Center. This new human-AI operations interface is designed to bridge the gap between full automation and human judgment. By introducing a real-time governance layer, the Control Center allows AI agents to handle the majority of customer interactions independently while seamlessly pulling in human operators for validation, high-value moments, or complex exception handling.
Hybrid Workforce Model: Enables a collaborative environment where AI handles routine tasks and humans act as strategic decision-makers and coaches.
90% Automation Goal: Designed to move beyond the 10% automation limit of traditional tools by providing a governed framework for complex customer journeys.
Real-Time Oversight: Supervisors can monitor AI performance, sentiment shifts, and operational risks as they happen.
Seamless Integration: Works directly with existing CX tools like Zendesk, allowing humans to approve AI requests without leaving their current workflow.
Deterministic Context Graphs: Ensures every AI decision is structured and traceable, removing the "black-box" risk of generative AI.
Industry Adoption: Currently utilized by major brands including Glovo, Terrapin, and Altis Hotels to reduce costs and improve response times.
As enterprises move toward AI-first strategies, the "all-or-nothing" approach to automation often creates a bottleneck. GetVocal’s Control Center solves this by allowing AI agents to request human validation for sensitive actions. This "human-in-the-loop" architecture ensures that quality and compliance are maintained even as the volume of automated interactions scales. The platform’s unique context graphs provide a visible and structured audit trail for every decision, allowing organizations to delegate responsibilities to AI with confidence.
The Control Center is specifically built to address the dual challenge of risk and scalability. If AI acts alone, the risk of non-compliance increases; however, if humans must review every interaction, automation cannot scale. By putting humans in the role of validators rather than manual processors, GetVocal enables brands to expand automation across more than 90% of customer experience use cases. This shift reduces repetitive work for human teams while ensuring that customers receive the fastest possible resolution.
“While many organizations are investing in AI agents, most existing tools can only automate the first five to 10 percent of customer journeys... because they were built either for human-only teams or for black-box decision-making,” says Roy Moussa, co-founder and CEO of GetVocal. “Our capabilities create a governed hybrid workforce platform where human oversight scales alongside automation.”
Corinne Ripoche, CEO of Capita Experience, highlighted the platform's unique value: “What makes GetVocal unique is that it is the only solution that puts humans in the loop as validators and auditors, increasing control and trust. The Control Center is the key to scale AI responsibly.”
João Cunha, Transformation Executive VP at Teleperformance, added: “Becoming AI-first requires more than automation, it requires a system you can trust. The AI stays in charge of the conversation, pulls in human expertise only when needed, and then completes the task independently. That’s how you scale without losing control.”
GetVocal is a conversational AI platform that enables enterprises to automate and optimize customer conversations across voice, chat, email, and digital channels. Its protocol-driven architecture combines deterministic logic with generative AI to deliver transparent, compliant, and scalable automation. With a unified Hybrid Workforce platform, organizations can manage human and AI agents together and safely expand automation across 90 percent plus of customer experience use cases.
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