AI agents that answer the phone and texts, draft email replies, and take action in your business systems automatically. Scale customer contact without scaling headcount.
Best for:
Operations teams handling 100+ daily customer contacts who want AI to do the work, not just assist
More customers means more agents. More agents means more management, more training, more turnover, more cost. AI can change the equation, if it actually does the work.
Phone, text, email: customers reach you however they prefer, with web chat and WhatsApp on the way. What they tell the agent goes on the same case, in the same workflow, so nobody retypes it.
AI answers calls, understands intent, takes action. Natural conversation with real-time barge-in. Puts the caller through to your team when needed.
Inbound texts answered with the same case tools as on the phone: find the case, check who's texting, answer or update it. Text only, so pictures sent in aren't read.
On the way. Today chat runs inside Switchboard so your team can try an agent, and WhatsApp is switched off while we test it.
Your workflow sends templated texts, schedules reminders and records delivery receipts. Customers can answer by replying with a code that writes to the case.
AI classification and data extraction, with a draft reply for a person to approve. It never sends on its own, and escalations become high-priority tasks.
Most “AI contact centres” use AI to help human agents work faster. SwiftCase uses AI to handle customer contact directly. Humans supervise and handle exceptions. The difference is whether you need to scale your team, or just your AI capacity.
Our AI doesn't just answer questions. It finds the case, checks who it's talking to, then creates or updates the record, and your workflows take it from there. Every conversation becomes operational action.
Customer contact is connected to your business processes. No middleware, no manual data entry. Call ends, case is updated, workflow continues.
AI handles routine contacts. Humans handle complexity. The AI puts callers through to your team when its rules say so. Your team focuses on high-value work.
Take on more customer contact without hiring at the same pace. The AI takes the routine calls, so headcount doesn't have to follow volume.
Calls get answered out of hours. AI agents work nights, weekends, and holidays, when your competitors' calls go to voicemail.
The agent follows the rules you write, including disclosure lines and which topics go straight to a person. Callers must match a second detail before it reads or changes a case.
Customer calls. AI handles the conversation. Case updated. Workflow triggered. Done.
Via phone, text or email
Understands intent, gathers info, answers questions
Case created or updated, and your workflow picks it up
Complex or sensitive calls put through to your team
Not everything can be automated, but more than you think. Start with high-volume, repeatable contact types and expand from there.
Handle enquiries, check the status of a case and update it, all without human intervention.
First notice of loss and claim status updates, with the caller verified before the AI reads or changes a claim.
Calls suppliers and customers when SwiftCase says a chase is due, gets through phone menus, and writes the answer to the case.
Qualify inbound leads, capture requirements, route to sales. AI does discovery, humans close.
Natural conversation, not “press 1 for sales.” AI understands what callers want, asks clarifying questions, and takes action. Callers can interrupt mid-sentence. If the AI can't help, it puts the caller through to your team.
“Hello, thanks for calling. How can I help you today?”
“I need to reschedule my appointment for next week”
“I can help with that. I can see your appointment is Thursday at 2pm. When would suit you better?”
“Wednesday afternoon works”
“I've noted Wednesday afternoon on your case, and the team will confirm the new time. Anything else?”
SwiftCase isn't a contact centre with a workflow add-on. It's an operations platform with customer communication built in. Every call, text and email connects to your cases, your workflows, your data.
No integration projects. No middleware. No manual data entry after calls. The AI takes action in your system of record while the conversation is happening.
Explore the PlatformScreenshots
It lands as a case on the right person's list, and the reply is drafted for someone to check before it goes.
The sun and moon switch a screen between light and dark, and a click opens it full size.
See all 77 screens in the product tourCustomer conversations contain sensitive data. SwiftCase keeps it secure with UK data centres, encryption at rest and in transit, and the compliance controls regulated industries need. Switchboard runs in AWS London, though the speech and language services it calls are not all in the UK.
Traditional contact centre software charges per agent seat. That makes sense when humans do the work. SwiftCase charges for platform usage and AI capacity, not for how many people you have. Add team members without adding cost.
Add supervisors, reviewers, and specialists without per-seat fees
Pay for AI usage, by quote, not agent headcount
Costs scale with contact volume, not team size
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Explore specific workflow automations built for contact centre operations.
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Management
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for Contact Centres
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Book a discovery call to see how SwiftCase handles customer contact across the phone, texts and email, with AI that takes action, not just answers questions.
