Deploy AI agents that respond to customers, answer questions, collect information, and route or escalate interactions when human help is needed.
MCC AI Agents are automated voice and chat agents that interact directly with customers. The AI handles the conversation: understanding what the customer needs, responding, collecting information, and either resolving the interaction or escalating to a live agent with full context.
This is distinct from AI that assists a human agent during a conversation. With MCC AI Agents, the automated agent is the primary contact — handling selected interaction types end-to-end before a human is involved.
Handles inbound phone calls. The AI greets callers, understands the spoken request, asks clarifying questions, and either resolves the interaction or transfers to the right queue — along with what was discussed.
Handles text-based conversations — website chat, SMS, or messaging channels. Responds to written messages, collects information, and escalates to a live agent when the conversation needs a human.
AI Agents handle conversations for defined interaction types. They pass full context to a live agent the moment a situation requires human judgment.
A customer calls or sends a chat message. The AI agent responds immediately — the customer interacts directly with the AI, not with a human.
Natural language processing identifies what the customer needs. The agent responds based on configured knowledge and handles the interaction through to completion or escalation.
If the AI resolves the interaction, the conversation ends. If a human is needed, the AI agent escalates to a live agent queue — so the customer does not need to start the conversation over.
AI agents can be configured for specific interaction workflows — including interactions that occur when human agents are not on shift, such as capturing enquiry details for follow-up.
AI agents respond based on configured knowledge sources and response flows. Answers reflect the information and scope you define — not generic AI responses.
When a human is needed, the AI agent escalates to the right live agent queue. The customer does not need to repeat what they already communicated to the AI.
AI agents are suited for defined, repeatable interactions. Complex, sensitive, or high-judgment interactions should route to human agents.
Answer frequently asked questions about pricing, services, policies, hours of operation, and account details — drawn from configured knowledge.
Engage inbound contacts, collect name, company, and enquiry details, and route to the right team — so no inbound contact goes unrecorded outside business hours.
Ask callers why they're calling, determine the right department or queue, and transfer with context — reducing misroutes and repeat calls.
Collect information for scheduling requests or service inquiries and route to the appropriate team for confirmation — reducing inbound handling time.
Confirm caller identity information before routing to specific queues or departments — reducing manual steps for live agents on sensitive calls.
Handle customer contacts for defined interaction types — collecting enquiry details and setting follow-up expectations rather than sending customers to voicemail or an unattended queue.
AI agents work best on defined, repeatable interaction types. These scenarios illustrate how a configured AI agent moves through a real conversation.
A potential customer calls or messages to ask about a product or service. Instead of going to voicemail or waiting in a queue, the AI agent handles the interaction immediately.
A customer contacts support with a common question — order status, account information, policy details, or product availability. These interactions are well-suited for AI handling because the answers are defined and consistent.
A customer wants to book, change, or confirm an appointment. The AI agent collects the necessary information and routes it to the team for confirmation — handling the intake without a live agent.
MCC AI Agents are not designed to replace human agents across all interactions. They handle defined, repeatable interaction types — and escalate everything else to the right live agent.
When an AI agent escalates, the interaction transfers to the live agent queue. The customer does not need to start the conversation over.
MCC offers two distinct AI products. Understanding the difference helps you deploy the right one for each use case.
The AI is the party in the conversation.
Example: A caller asks about account status. The AI agent answers, confirms information, and resolves — no live agent involved.
The human agent is the party in the conversation. AI supports and analyzes.
Example: A human agent takes a complex billing call. AI transcribes the conversation and generates a call summary automatically after the call ends.
Explore AI Contact Center →An AI agent is an automated software system that handles customer conversations directly — via voice or chat — without a human agent in the conversation. The AI understands the customer's request, responds based on configured knowledge, and either resolves the interaction or escalates to a live agent.
MCC AI Agents can handle defined interaction types: answering common questions, collecting caller or customer information, routing and transferring to live agents, and handling contacts for configured interaction workflows. They respond based on configured knowledge and defined interaction flows.
When an interaction requires a human — either by customer request or because the AI cannot resolve it — the AI agent escalates to a live agent queue. The customer does not need to start the conversation over.
AI Agents are automated — the AI handles customer interactions directly, with no human involved unless escalation is needed. AI Contact Center is an intelligence layer for human-led contact-center operations — providing transcription, sentiment analysis, and summaries to assist human agents and supervisors. Both are separate MCC products.
AI Agents are best suited for defined, repeatable interactions: common questions, information collection, routing, and configured first-response workflows. Complex, sensitive, or high-judgment interactions should be routed directly to human agents.
Want to understand how AI communication technology works before evaluating a platform?
How AI Communication Works →Book a demo to see how AI agents handle inbound interactions, escalate to live agents, and pass conversation context — end to end.