Be in Total Control of Your AI Agents

Shift from a human-first contact resolution model to an AI-first model, while keeping humans in the background to support AI agents and handle complex situations.

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Use AI Without Losing Control

As AI automation expands, visibility becomes critical. You need to know what your AI is doing, why it made a decision, and when it needs help. Get real-time oversight across every AI and Human-AI hybrid conversation, so automation scales safely, not blindly.

OUTCOME · 90 DAYS

““Becoming AI-first requires more than automation, it requires a system you can trust. The Control Tower gives us that: 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.””

JCJoão Cunha, Transformation Executive VP, Teleperformance ·

Use Human Expertise Where it Actually Matters

AI resolves the majority of cases independently. Humans step in when judgment is required for a validation, an exception, or a high-value decision. Not as babysitters. As decision-makers. Once they provide their input, the conversation continues, handled entirely by the AI agent. This changes the economics of customer experience.

See in Action

OUTCOME · 90 DAYS

““What makes GetVocal unique is that it is the only solution that enables human-in-the loop as a validator and an auditor, and with it, full control and trust. The Control Tower is the key to scale AI responsibly, bringing human and AI agents together to achieve more automation than ever before, while providing a great customer experience.””

CRCorinne Ripoche, CEO, Capita ·

COLLABORATION LOOP

Four habits of a hybrid agent.

Every agent validates sensitive actions, asks for edge-case guidance, alerts when sentiment drops, and learns from human resolutions — every conversation, in the loop.

Request Validation for Sensitive Actions. AI proactively asks a human to approve critical decisions before executing them, ensuring compliance and risk control.

Ask for Guidance on Edge Cases. AI consults a human operator when encountering edge-case scenarios, much like a junior agent would escalate to a supervisor for judgment.

Alert When Performance Drops. AI notifies a human when the conversation's sentiment or the likelihood of resolution declines, enabling proactive intervention.

Shadow Human Agents and Learn. AI observes human-led resolutions to capture structured knowledge and improve future autonomous performance.

ROLLOUT · 5 DAYS

Get the Big Picture or Drill Down to the Details

Integrations

Works in Zendesk

Control Tower works within your Zendesk, so your agents don’t have to switch between tools. Instruct AI agents, take over conversations, or approve their requests, all in Zendesk.

QUESTIONS WE GET MOST

The short answers.

Every agent turn is graded against the operating policy file in real time. Out-of-bounds turns reach a supervisor before the customer hears them — not after.

Build with GetVocal

Design your first agent. Launch in weeks, not quarters.

Bring your call recordings, help docs, and SOPs — we'll help you turn them into a working agent blueprint you can iterate on, measure, and scale across teams. No rebuild required.

Build your first agent See live workflows