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Choose the calling mode
Run a queue, campaign or time window with AI first, humans only, or AI with human escalation.
AI & human-agent switching
AI and human agents in one call center
AI when you need automation. Human agents when it matters. CentrixDial combines AI voice automation and human agents in one call flow. You decide which calls AI handles, and when a person takes over.
What is AI and human-agent contact centre software?
It is contact centre software where AI voice agents and human agents work in the same call flow. AI handles routine interactions, and people take the conversations that need judgement, empathy or authority.
In CentrixDial you configure the rules: which calls AI answers, which go straight to a person, and what triggers a handover. Agents receive the context the AI gathered, so callers do not start again.
How it works
Three calls, three different paths.
The same platform handles each scenario differently, based on rules your administrators set.
Routine enquiry
- 01 Caller asks a routine question For example opening times or order status
- 02 AI answers Within its approved scope
- 03 Resolved Outcome logged and available in reports
Caller asks for a person
- 01 Caller says “agent” Or presses the option you configured
- 02 Transfer Routed to the right queue or in-group
- 03 Agent picks up with context Caller details and AI summary on screen
Complex complaint
- 01 AI detects a complaint Or a topic you marked as human-only
- 02 Routed to specialist team Such as retention or escalations
- 03 Follow-up recorded Actions written back to the lead record
Capabilities
Automation you configure, not automation you hope for.
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AI handles routine interactions
Approved FAQs, basic information requests and first-line enquiry collection.
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Humans handle complex conversations
Complaints, sensitive enquiries, requests for a person and anything outside the AI’s approved scope.
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Context-aware transfers
Where configured, agents receive the caller’s details, conversation history and an AI-generated summary.
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Business-controlled automation
Administrators set the circumstances under which calls stay with AI or move to agents, and can change them without code.
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One report for both
AI-handled and agent-handled calls appear in the same call log, dashboards and wallboards.
Good to know
Benefits and limits, stated plainly.
- You stay in control. AI only handles the call types you assign to it, and you can switch a queue back to humans-only at any time.
- A human handover should always be available. Design flows so callers are never trapped with the AI.
- Context transfer depends on how the flow is configured and which systems are connected.
- Start small with one or two routine call types, review results, then expand.
FAQ
Questions, answered.
Can AI calls be transferred to human agents?
Yes. Transfers can be triggered by the caller, by topic, or when the AI reaches the limit of what it is allowed to handle.
Can a human agent take over a conversation?
Yes. Calls that need extra attention can be routed to an agent, who receives the context gathered so far where that is configured.
Can we run some queues with humans only?
Yes. Calling mode is set per queue, campaign or time window, so you can keep sensitive lines fully staffed by people.
Do AI-handled calls show up in our reports?
Yes. They appear alongside agent-handled calls in the call log, dashboards and wallboards, so you see the whole picture.
Find the right balance for your floor.
We will map your call types and suggest which could be handled by AI, which belong with people, and how the handover would work.