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The Gist
- Hybrid operations launched. GetVocal introduces Control Center for real-time human-AI collaboration.
- Governance and oversight. Supervisors can monitor, validate and guide AI-driven customer interactions.
- Enterprise impact. Customer service teams gain scalable automation without sacrificing compliance or quality.
Paris-based conversational AI provider GetVocal on March 31 launched its Control Center, a human-AI operations interface designed to help enterprises scale customer experience (CX) automation while maintaining compliance and human oversight.
According to the company, the Control Center introduces a governance layer for real-time, two-way human-AI collaboration. AI resolves most customer interactions independently while humans step in for judgment, validation or exception handling.
Brands including Glovo, Terrapin and Altis Hotels already use GetVocal's hybrid platform. The company asserts that enterprises on its platform have increased automation coverage, improved response times and reduced operational costs while maintaining satisfaction and compliance standards.
"While many organizations are investing in AI agents, most existing tools can only automate the first five to 10 percent of customer journeys. This is because they were built either for human-only teams or for black-box decision-making," said Roy Moussa, co-founder and CEO of GetVocal.
Founded in 2023, GetVocal targets mid-market and enterprise organizations with high-volume customer interactions, especially in regulated sectors such as ecommerce, telecom and hospitality. The platform offers hybrid human-AI agents with real-time oversight, escalation controls and compliance support for GDPR, SOC 2 and HIPAA.
Table of Contents
- AI-First Is All About Trust
- GetVocal Control Center Feature Breakdown
- The Problem GetVocal Is Trying to Solve
- What the Control Center Does
- Early Customer Deployments
- GetVocal Gets Richer in 2025
- Governed AI Agents in the Era of Compliance
AI-First Is All About Trust
Becoming AI-first requires more than automation, it requires a system you can trust. The Control Center gives us that: the AI stays in charge of the conversation, pulls in human expertise only when needed, and then completes the task independently. That's how you scale without losing control.
- João Cunha, transformation executive VP
Teleperformance
GetVocal Control Center Feature Breakdown
The Control Center gives enterprises a governed interface for hybrid human-AI customer operations.
| Capability | Description |
|---|---|
| Control Center | Human-AI operations interface for real-time CX oversight |
| Real-time governance layer | Enables human monitoring and validation of AI actions |
| Two-way collaboration | AI can request human guidance on edge cases or escalations |
| CX tool integration | Connects with existing workflows across voice and digital |
| Deterministic context graphs | Makes every AI decision visible and traceable |
The Problem GetVocal Is Trying to Solve
As enterprises push AI deeper into customer journeys — beyond simple, transactional requests — they run into a familiar tension: let AI act independently and risk increases; require human review of everything and the efficiency gains disappear. GetVocal is positioning the Control Center as a middle path, a hybrid workforce model in which AI handles the bulk of interactions autonomously while humans step in for judgment calls, exception handling and validation of sensitive actions.
The company argues that most existing AI agent tools are built for one extreme or the other — either human-only teams or fully autonomous, opaque decision-making — limiting their practical automation coverage to roughly five to 10% of customer journeys. GetVocal's stated goal is to push that figure past 90% through what it calls a "governed hybrid workforce platform."
What the Control Center Does
The platform gives supervisors and operators real-time visibility into both AI and human agent performance, including escalation patterns, sentiment shifts and emerging operational risk signals. AI agents can request human validation for sensitive actions, flag edge cases or surface high-value moments — all while retaining full conversation context. Human operators, in turn, can instruct AI agents, take over conversations, or approve requests without leaving their existing tools.
GetVocal says the Control Center integrates with Zendesk and other CX platforms, allowing customer service teams to work within familiar workflows. Underpinning the system are what the company calls deterministic context graphs — a structured approach to AI decision-making designed to make every action visible, auditable and traceable over time.
Early Customer Deployments
GetVocal says brands including Glovo, Terrapin, and Altis Hotels are already running its hybrid human-AI platform for complex customer conversations. The company reports that these deployments have improved automation coverage, response times and operational costs while maintaining customer satisfaction and compliance standards, though it did not release specific performance figures.
Corinne Ripoche, CEO of Capita Experience, said in a statement that GetVocal's approach of placing humans in the loop as validators and auditors is what differentiates the platform. João Cunha, Transformation Executive VP at Teleperformance, described the Control Center as enabling AI to pull in human expertise only when necessary before completing tasks independently.
The Control Center is available immediately as part of the GetVocal Conversational AI Platform, spanning both voice and digital customer experience channels.
GetVocal Gets Richer in 2025
GetVocal, founded in 2023, has raised $30 million to date. The company first raised €2.7 million in seed funding in June 2025, led by Speedinvest and Elaia, alongside a strategic partnership with Capita. Five months later, it secured a $26 million Series A led by Creandum. The company reported serving 23 markets with a 60-person team, counting Vodafone, Glovo and Movistar among its customers.
The company cited results including 31% fewer escalations and 70% deflection within three months of deployment. Glovo scaled from one to 80 AI agents in under 12 weeks.
GetVocal's growth comes amid consolidation in the CX software market, including Zendesk's acquisition of Forethought and Thoma Bravo's $2 billion purchase of Verint Systems.
Governed AI Agents in the Era of Compliance
Governed AI agents are delivering measurable productivity gains in customer experience while maintaining compliance under the EU AI Act, GDPR and SOC2.
Unified oversight platforms enable supervisors to monitor both human and AI interactions from a single hub, introducing AI Supervisor roles where human experts guide automated conversations requiring judgment or compliance oversight.
Organizations using generative AI-enabled customer service agents saw a 14% increase in issue resolution per hour and a 9% reduction in handling time. Companies deploying AI in contact centers report 20-30% reductions in operational costs.
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