What is Autessa for Contact Centers?+
Autessa for Contact Centers is one AI platform for running a contact center or adding AI to the one you already have. You can run phone numbers, call flows and IVR, AI voice agents, the AI Receptionist, texting and Support Desk ticketing on Autessa, or call Autessa APIs from your current platform. Either way you get call redaction, voice security from the AI Agent Firewall, automatic grading of transcripts with Evaluations, coaching with Roleplay, and semantic search and analytics over every call in AutessaDB.
Can I add Autessa to my existing contact center platform without switching?+
Yes. Each capability is available as an API. SecurePass redacts recordings you send it, one call at a time or a whole S3 bucket at once. The AI Application Firewall API scores recordings for cloned voices and runs caller verification challenges. The Evaluations grading API grades transcripts from any agent, one at a time or in batch jobs with signed webhooks. And the AutessaDB data lake loads call records from CSV and Parquet exports so you can query them with SQL or ask in plain language.
How does Autessa remove card numbers from call recordings?+
SecurePass transcribes each call with word timings, finds sensitive details in the words and in keypad tones, maps them to exact times in the audio, and silences them. The redacted transcript marks each span with its start and end time. It handles card numbers read in groups between an agent’s acknowledgments, corrected digits and numbers typed on the keypad, and it removes card numbers, expiry dates, security codes, Social Security numbers, bank and account numbers, dates of birth and contact details. On Autessa phone numbers, turn on Remove personal info before saving and only the cleaned recording and transcript are ever stored.
Can Autessa detect deepfake or cloned voices on contact center calls?+
Yes. The AI Agent Firewall gives everything a caller says a voice score from 0 to 1 for signs of a synthetic or cloned voice, labeled Real, Synthetic or Unsure, and applies a stricter threshold while a caller is verifying. It also reads the carrier’s STIR/SHAKEN caller ID result on every incoming call, can require verification before a sensitive tool runs, takes authenticator codes on the keypad so the AI never hears them, and supports a word of the day and a duress word for staff. Recordings from other systems can be scored through the API.
Can Autessa automatically grade every call transcript?+
Yes. Evaluations scores conversations for groundedness, task completeness, argument faithfulness and efficiency, and an expected-outcome judge returns Met, Partially met or Not met with a cited justification. AutoEval can run on every production conversation of an Autessa agent, voice included, or on a sample. For calls handled anywhere else, send the transcript to the Evaluations grading API, one at a time or as a batch job, and add evaluation notes as your own grading rubric.
How do I search across all of our call transcripts?+
Every call on an Autessa number is logged in the Phone calls table in AutessaDB, with its transcript and recording. AutessaDB has built-in semantic search on text, file and audio columns, indexed automatically on every write, so you can find calls by meaning, such as callers upset about a double charge, rather than exact words. Audio columns get transcripts automatically, and agents can search the same tables to answer questions about your calls.
Does Autessa support Spanish-language contact center calls?+
Yes. AI voice agents speak English and Spanish, with a voice, greeting and extra instructions per language and built-in filler phrases in both. SecurePass call redaction is measured on English and Spanish call recordings, including a PCI-specific benchmark.
Can we customize the contact center apps to how we work?+
Yes. Every Autessa app is 100% customizable, code and all. Ask Autobot, the AI builder, for a change in plain language, or have your developers edit the code directly. Build new call flows in the visual editor, test new AI agents against simulated callers before launch, and put dashboards over your call data in custom apps.