AI Call Center

Modern call centers are typically a stack: carrier (PSTN), CCaaS or PBX (Five9, Genesys, NICE, Talkdesk, Amazon Connect, RingCX, etc.), and a layer of agents on workstations. The hard part of adding AI to that stack is not building the AI itself — it's making the AI a first-class routing destination without rebuilding the whole switchboard.

Open solves that by joining at the SIP layer. On a per-queue, per-skill, or per-IVR-branch basis, you point the routing destination at Open's SIP endpoint instead of a queue of human agents. The AI picks up, runs the conversation, calls your tools, and either resolves the call or warm-transfers it back to a human queue via SIP REFER. Your existing analytics, recording, and supervisor tooling continue to work — Open is invisible from your CCaaS dashboard except for the call legs you've routed to it.

What changes for your agents: a much smaller share of conversations reach them — only the ones the AI couldn't or shouldn't resolve. The ones that do reach them arrive pre-qualified, with a live transcript and detected intent already in the screen-pop. Average handle time on escalated calls drops because the AI has done the discovery before the human picks up.

What changes for your customers: the line is always open. There is no "all our agents are currently assisting other callers" — every call is answered on the first ring, 24/7, in the caller's language. For routine calls (status checks, password resets, appointment changes, payment captures, refunds within policy), the customer hangs up satisfied without ever queuing for a human.

Pricing is per resolved conversation, not per seat. That matters because an AI call center scales differently from a human one — you don't expand your seat count to handle a holiday spike, you just let Open absorb the load. Carrier minutes continue to be billed by your CCaaS or carrier with no markup from Open.