The auto-AGENTS™ Engine™

A contact center that runs itself.

One engine, many agents. A voice agent coordinates a team of background AI agents and reaches across your stack over MCP to finish the job, then scores itself and improves on the next call.

Book a demo Travel the line ↓

Follow a call down the line

One AI engine. Every station on the line. Travel through it.

Every conversation moves through the same engineered path. Scroll, and ride the call from the moment it connects to the moment it makes the system better.

∞

Station 01 · Connect

Station 02 · Understand

Station 03 · Reason, a team of agents

Station 04 · Act, tools & systems via MCP

Station 05 · Respond & resolve

Always-on · Self-improvement loop

01Connect & route

The call lands, and routes itself.

Voice, chat, WhatsApp, email and SMS all arrive on one line through carrier-grade telephony. auto-AGENTS™ answers in milliseconds, identifies the caller, loads their history and routes to the right agent, no IVR trees, no hold music.

1.1Carrier-grade intakeSIP / SBC · sub-500ms answer · barge-in

1.2Identify & authenticatematch account · verify · load memory

1.3Intent-based routingskill, language & priority aware

02Understand

It hears the words, and reads the room.

Streaming speech-to-text transcribes in real time while the engine extracts intent, sentiment, entities and language, and recalls the caller’s history from memory. By the time the sentence ends, it already knows what they need and how they feel.

2.1Real-time transcriptionspeaker-labeled · 119 languages

2.2Intent & entity extractionstructured from natural speech

2.3Live sentiment & memorytone shift, account, past calls

03Reason & decide

A team of agents, not a single prompt.

An orchestrator breaks the problem down and calls specialist agents, policy, knowledge, billing, risk, each grounded in your own data. They ground every claim in your knowledge base, converge on a plan, and escalate honestly when a human is genuinely needed.

3.1Multi-agent orchestrationplanner + specialist agents

3.2Grounded in your knowledgeretrieval + citation, no guessing

3.3Policy & eligibility checksyour rules, applied every time

04Act · tools & MCP

It doesn’t just answer. It does the work.

Through the Model Context Protocol, the agent reaches into your stack, issuing the refund in Stripe, updating the record in Salesforce, filing the ticket in ServiceNow, reading the chart in Epic, all within your guardrails, every action logged and reversible.

4.1MCP tool bus62+ connectors · one secure interface

4.2Read & write to your systemsCRM, payments, ticketing, EHR, data

4.3Deterministic guardrailsapprovals, limits, PII handling

05Respond & resolve

A natural voice closes the loop, or hands off warm.

The answer comes back in a natural, sub-500ms voice in the customer’s language, validated for accuracy and compliance before it speaks. When a human truly should take over, it hands off warm, full summary, sentiment and next steps, and keeps assisting live.

5.1Voice-native response535 voices · sub-500ms latency

5.2Validated before it speaksaccuracy & compliance checks

5.3Warm hand-off & after-call worksummary, disposition, follow-up

∞Always-on · self-improvement

The loop that wraps the whole line.

Every resolved call feeds back in. autoQA scores 100% of conversations on resolution, compliance, sentiment and cost; winning patterns are promoted automatically; prompts, routing and TokenTrim™ retune themselves, every change gated, measured and reversible.

6.1autoQA on 100% of callsnot a 2% sample

6.2Pattern detection & promotionwinning behaviors propagate

6.3Gated, measured, reversibleeval → canary → production

During the call · and after

One voice to the customer. A whole team behind it.

While the agent is speaking, background agents are already at work, and when the call ends, another set takes over. The customer hears one calm voice; underneath, dozens of agents coordinate.

During the call synchronous

The voice agent dispatches knowledge, policy and action agents in parallel and calls live systems through MCP, verifying eligibility and issuing the refund before the customer finishes explaining.

After the call asynchronous

Background agents summarize the conversation, update the CRM, score it in autoQA, refresh knowledge and trigger any follow-up, so the work is finished the moment the call ends.

Human-in-the-loop · live

When a human steps in, the AI doesn’t step out.

Some conversations need a person. auto-AGENTS™ hands off warm, with the full story, and then stays on as an AI agent, assisting the human live alongside them.

Warm hand-off

The human picks up mid-stream with the full transcript, an AI summary, live sentiment and recommended next steps, the customer never repeats themselves.

Live agent assist

Suggested replies, surfaced knowledge and next-best-action appear as the customer speaks, grounded in your policies and systems.

Live translation

Agent and customer speak different languages and never notice, speech translated both ways in real time across 119 languages.

Live redaction

Card numbers, SSNs and other PII are masked on the agent’s screen and in the recording the instant they’re spoken.

Live policy & compliance alerts

Required disclosures, do-not-say phrases and approval prompts fire in the moment, compliance enforced while the call is live, not after.

Stays in the loop

The AI keeps listening, drafting the after-call work and ready to take the conversation back the moment it can.

After every call

Every conversation becomes intelligence.

The moment a call ends, a pipeline of agents turns raw audio into structured insight, scoring the interaction, reading the room, spotting themes, and coaching the people on the floor.

Transcript & summary

Speaker-labeled transcripts and structured summaries for every call, in every language, ready for search and audit.

Sentiment & emotion analysis

The emotional trajectory of each conversation, where it turned, why, and how it ended, tracked across millions of calls.

Topic & intent analysis

Conversations clustered into themes and intents automatically, surfacing emerging issues before they become trends.

autoQA on 100% of calls

Resolution, compliance, empathy and adherence scored on every interaction, human and AI, not a 2% sample.

Agent performance analytics

Objective, per-agent and per-team scorecards that make strengths, gaps and outliers obvious.

Automated agent coaching

Personalized, example-backed coaching delivered to each agent, plus the knowledge gaps to fix at the source.

The loop we started a decade ago

From every conversation to enterprise strategy.

Commerce.AI began ten years ago turning customer conversations into product and market intelligence. auto-AGENTS™ closes that loop in real time, the voice of every customer flowing back into the decisions that run your business.

Product

Defects, feature gaps and unmet needs, surfaced from real conversations and routed to the roadmap.

Service & operations

Broken processes, policy friction and recurring root causes, quantified and prioritized for fixing.

Marketing & demand

The language customers actually use, what drives them, and where messaging and demand are shifting.

Strategy & market intel

Competitive signals and market movement read directly from the voice of the customer, at scale.

Connect everything · Model Context Protocol

Plugs into the stack you already run.

Telephony, CRM, ticketing, payments, EHR, data platforms and the model providers of your choice, exposed to every agent through one secure, governed MCP interface.

62+ connectors MCP-native tool calls Bring your own model & tools Governed & fully audited

TokenTrim™

A tenth of the cost.

Our token-compression layer cut tokens per voice call from ~98,938 to ~9,465 in benchmarking, about a tenth of the cost, sharpening as the loop learns.

Architecture

Built for 10,000 concurrent calls.

A horizontally-scaled reference architecture with admission control, regional quota planning and burst testing at 1.75× steady state.

Headless

API-first, embed anywhere.

Every capability is exposed via API and MCP. Drive our agents from your agents, your IVR, or your own application.

76%+

calls resolved end to end

<500ms

voice response latency

100%

of calls auto-scored

10×

lower cost with TokenTrim™

Safeguarding

Built for regulated industries.

Deterministic guardrails before and after every model call, PII vaulting, prompt-injection defenses, and your choice of region, cloud, your VPC, or on-prem.

SOC 2 Type ISOC 2 Type IIHIPAAISO 27001PCIGDPREU AI Act

Questions about the Engine

A chatbot answers; the auto-AGENTS™ Engine runs the whole job. Each call passes through purpose-built stations with multi-agent reasoning, real tool calls into your systems via MCP, deterministic guardrails, and an always-on loop that scores and improves every conversation. It resolves, not just deflects.

The voice agent the customer hears is an orchestrator. While it talks, it dispatches specialist agents, knowledge, policy, billing, risk, and calls live systems through MCP in parallel, so it can verify eligibility and take action before the customer finishes their sentence. After the call, background agents handle summarization, CRM updates, QA scoring and follow-up.

MCP (the Model Context Protocol) is a secure, governed interface that exposes your tools and systems to every agent. With 62+ connectors, agents read and write across telephony, CRM (Salesforce, Dynamics), ticketing (ServiceNow, Zendesk, Jira), payments (Stripe), EHR (Epic), data platforms (Snowflake, Databricks, Tableau) and your chosen model providers, every call logged and reversible.

Answers are grounded in your knowledge base with retrieval and citation, not inferred from general training data. Deterministic guardrails run before and after every model call to enforce disclosures, limits and approvals. PII is vaulted, prompt-injection defenses are in place, and the platform is compliant with SOC 2 Type I & II, HIPAA, ISO 27001, GDPR and the EU AI Act.

In our cloud, your private VPC, on-prem, or pinned to a specific region for data residency. The architecture is benchmarked for high-concurrency voice and proven across enterprise volumes.

See the self-driving contact center run.

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