As contact centres across industries accelerate their digital transformation, the role of artificial intelligence is shifting, from shiny new tools to deeply embedded, operationally intelligent systems. Call Design, a leading workforce management consultancy is at the forefront of this change, partnering with enterprise clients to implement CallD.AI, an AI agent platform built to support customer engagement with integrity, governance, and real-world autonomy.
“For many organisations, the initial reaction is, ‘We’ve already got one of those,’” says Julie-Anne Hazlett, Head of WFO Strategy at Call Design. “They’re referring to voicebots, chatbots or intelligent IVRs. But as soon as we start exploring what CallD.AI actually enables, the conversation changes. It becomes less about features and more about trust, transparency and the ability to operationalise AI responsibly.”
Through conversations with businesses in finance, healthcare, HR, retail and research, Call Design has found that while many have experimented with conversational AI, few have fully addressed the structural needs of AI governance, decision auditability or regulatory alignment.
Unlike many existing solutions, CallD.AI doesn’t rely solely on prompting or generative responses. Instead, it’s designed for complex enterprise environments where:
- Autonomous decisions must operate within controlled, pre-defined guardrails.
- Auditable workflows are required to maintain transparency.
- Governance is treated as foundational, not an afterthought.
This approach is particularly vital for organisations operating in regulated industries, where AI must not only assist but comply.
“AI is often implemented as a bolt-on solution but governance can’t be bolted on,” adds Hazlett. “If a system can’t be trusted to make decisions responsibly, it becomes a liability.”
Call Design emphasises that CallD.AI isn’t about replacing agents, it’s about relieving pressure, supporting quality conversations and enabling human teams to focus on complex or high-empathy tasks.
For contact centres struggling with fluctuating volumes, talent shortages or rising service expectations, CallD.AI offers a strategic way to automate routine workflows without sacrificing the human touch or compliance standards.
“At the end of the day, it’s not about conversation volume, it’s about conversation quality, and the integrity of the systems running behind the scenes,” says Hazlett
About Call Design
Call Design is a workforce optimisation consultancy helping contact centres enhance efficiency, elevate customer experiences, and implement future-ready technologies. From WFM consulting and training to AI agent integration, Call Design works closely with clients to navigate the evolving contact centre landscape with confidence.
To learn more about CallD.AI and how it supports enterprise-grade AI integration, visit.
Comments are closed.