Every conversation scored
Not the two percent a QA team can listen to. Every closed conversation, AI and human, against the rubric you wrote, with a manager's override on top.
Solutions / In-house contact centers
Put AI in front of your customers without losing control of what it says
Palera lets an in-house contact center put AI agents in front of customers with every conversation scored, policy checked as it happens, and a switch that stops an agent. You have probably already run a pilot. The question is not whether an AI agent can hold a conversation. The question is what happens on the one in a thousand that goes wrong, and whether you would know about it before the customer tells you.
The three things that make a pilot safe to scale
An AI pilot is safe to scale when every conversation is scored, policy is checked as it happens, and a switch can stop an agent mid-shift.
Policy checked as it happens
Required disclosures, prohibited claims and consent language enforced on live answers rather than discovered in next month's sample.
A switch that stops it
Pull an agent off the floor mid-shift. Its conversations route to people and the record stays intact.
The quiet problem
Your AI vendor owns your conversation history
Most AI deployments put the transcripts, the scores and the analytics inside the vendor's console. Vendor-held history is fine until you want to change vendors, at which point the evidence you would use to evaluate the next vendor leaves with the last one.
In Palera the record is yours. Swap the model or the vendor and the conversations, the grading and the reporting stay exactly where they are, which also means you can compare two vendors on your own traffic instead of on their benchmarks.
When you do want an AI agent to use your conversation history, the Palera MCP server lets the agent read the record in place, scoped and audited, rather than you shipping a copy of the record to whoever asked.
A useful test
Ask your current AI vendor two questions. Can I run a competitor's agent in your console. And if I leave, what happens to the transcripts and the scores. The answers tell you how much of your AI program you actually own.
Deployment
You do not have to replace the phone system to start
If your CCaaS contract has two years left, run Palera as the layer on top of it: AI agents, grading, governance and reporting, with your telephony untouched. If you would rather consolidate, Palera is a full contact center platform and the per-conversation price covers all of it.
- No replacement cycle to start
- Operations can decide without procurement
- Consolidate later without losing the record
- SOC 2 Type II, HIPAA and FERPA underneath
Run your current AI vendor inside Palera for a month
Then look at how it scores against your own floor, on your own conversations.
