Call Center

AI runs the call floor. People handle the exceptions.

Acerti runs AI-led inbound, outbound, and blended call operations in 20+ languages. AI answers tier-1 and books directly into live calendars; threshold rules route everything else to senior human consultants. Typical inbound deflection: ~70%. Take it as a managed service, or run it white-label under your own brand.

View delivery models →

1// AI-reviewed PR · senior LATAM engineer

2async function checkout(({ cart, user }) {

3 const total = price(cart);

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5 return stripe.charge({ total, user });

8// ✓ 0 defects · 12/12 tests · merged in 2h

Reviewed · React 18 · Stripe~30% fewer defects

~0%

Tier-1 inbound deflection

Languages supported

<400ms

AI agent latency (median)

WHAT WE DELIVER

Services we deliver.

Inbound voice operations

Customer support, order status, account servicing, returns. AI answers tier-1 and hands off to a human consultant with the transcript and customer record already attached.

Outbound voice operations

Warm-lead qualification, appointment reminders, retention, surveys, payment follow-up. AI-led and human-supervised, with consent and do-not-call rules enforced per campaign.

Appointment setting on live calendars

The agent reads real availability, writes confirmed bookings into the calendars your people already use, and handles the reschedules and no-show follow-ups on its own.

Multilingual coverage

20+ languages live in production today. Spanish, English, and Portuguese as core, plus French, German, Italian, and Japanese on demand.

Quality, compliance, and recording

Every call reviewed by AI for tone, script adherence, and CSAT prediction, with human QA sampled on top. PII redacted in transcripts; recording and consent rules set per jurisdiction.

White-label for BPO operators

Run the whole stack under your own brand. One master account, a separate subaccount per end client, isolated data and scripts, and concurrency set account by account.

How AI shows up here

The AI agent answers

Under 400ms. It detects the language, pulls the customer record, and follows the intent flow configured for that account.

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Capacity flexes with the queue

Concurrent lines scale to call volume in real time. A seasonal spike stops being a hiring plan and becomes a setting.

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Threshold-based escalation

A confidence score plus your rules decide the handoff. Senior LATAM consultants pick up with the full transcript and context already in front of them.

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AI QA on every call

Sentiment, script adherence, and CSAT prediction across 100% of calls, with a sampled subset routed to human QA.

✓

RECENT WORK

What it looks like in production.

AI voice rollout · consumer brand

“Acerti stood up our voice agent in six weeks. Tier-1 deflection moved from 0% to ~70%, and our human team finally gets the calls that matter.”

Andre L. · Director of Customer Operations, consumer brand

73%

Tier-1 inbound calls deflected

4.6

Average post-rollout CSAT

OUTCOMES

What clients see in the first 90 days.

~70%

Inbound deflected

Tier-1 inbound moved to AI on typical deployments.

~90%

Training cost saved

Versus running an equivalent in-house human team.

20+

Languages

Live in production today.

CONTINUE EXPLORING

Related practice areas.

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