Contact center software with AI that answers to your code

Why contact center automation keeps failing in production

Why legacy cloud contact center software can't fix this

Most AI call center solutions are CPaaS stacks with an AI layer on top. A call arrives, an event fires, your code catches it. State lives in your application, not the platform. That works in staging, but production is less polite.

AI call center solutions, all on one platform

Contact centers built on SignalWire run on one platform. The AI kernel sits inside the media stack. The control plane owns call state. When an AI agent transfers to a human, context moves with the call.

An AI contact center agent is a single declarative call flow file (SWML), giving developers full programmatic access to every interaction. This is what cloud-based contact center infrastructure looks like when AI is built in from the start.

version: "1.0.0"
sections:
  main:
    - answer: {}
    - ai:
        prompt:
          text: |
            You are a billing support agent for Acme Corp.
            Verify the caller's identity before accessing
            account data. Resolve billing questions and
            process payments when authorized. Transfer
            unresolved issues to a human agent with context.
        languages:
          - name: English
            code: en-US
        SWAIG:  # tool-calling interface
          functions:
            - name: verify_caller
            - name: lookup_account
            - name: process_payment
            - name

version: "1.0.0"
sections:
  main:
    - answer: {}
    - ai:
        prompt:
          text: |
            You are a billing support agent for Acme Corp.
            Verify the caller's identity before accessing
            account data. Resolve billing questions and
            process payments when authorized. Transfer
            unresolved issues to a human agent with context.
        languages:
          - name: English
            code: en-US
        SWAIG:  # tool-calling interface
          functions:
            - name: verify_caller
            - name: lookup_account
            - name: process_payment
            - name

version: "1.0.0"
sections:
  main:
    - answer: {}
    - ai:
        prompt:
          text: |
            You are a billing support agent for Acme Corp.
            Verify the caller's identity before accessing
            account data. Resolve billing questions and
            process payments when authorized. Transfer
            unresolved issues to a human agent with context.
        languages:
          - name: English
            code: en-US
        SWAIG:  # tool-calling interface
          functions:
            - name: verify_caller
            - name: lookup_account
            - name: process_payment
            - name

version: "1.0.0"
sections:
  main:
    - answer: {}
    - ai:
        prompt:
          text: |
            You are a billing support agent for Acme Corp.
            Verify the caller's identity before accessing
            account data. Resolve billing questions and
            process payments when authorized. Transfer
            unresolved issues to a human agent with context.
        languages:
          - name: English
            code: en-US
        SWAIG:  # tool-calling interface
          functions:
            - name: verify_caller
            - name: lookup_account
            - name: process_payment
            - name

How SignalWire handles contact center compliance

Contact center compliance is structural on SignalWire, not a vendor add-on. PCI-scoped payment flows keep card data out of the model's context window: tool handlers see it, the model never does. System-Directed AI scopes which tools an agent can call at each conversation step. Enforcement by architecture, not by prompt.

CAUCA runs 9-1-1 and 3-1-1 emergency call centers across 100+ cities in Québec, serving 1.7 million citizens on SignalWire Voice. Read the CAUCA case study →