Grace can work alongside an IVR in multiple ways: it can sit in front of the IVR to replace rigid menus with natural language support, act as a virtual agent within the call center to handle complex queries, or completely replace the IVR system. This flexibility enhances customer experiences by simplifying interactions, improving efficiency, and providing seamless, multi-channel support.

Grace can handle hundreds of concurrent conversations and scales dynamically to meet any level of demand. Unlike traditional systems that are limited by the number of live agents or IVR lines, Grace manages interactions simultaneously across multiple channels, including phone, SMS, email, and web chat. This scalability ensures that customers receive prompt, consistent support, even during peak times or unexpected surges in volume, reducing wait times and improving overall satisfaction.

Grace is fine-tuned on customer service data, stripping out unrelated or sensitive knowledge to keep responses focused and accurate. It uses guardrails like custom similarity searches to detect and block inappropriate inputs and prompt engineering attacks. Multi-layered filters and real-time monitoring ensure Grace stays on task, providing safe and reliable customer support.

Yes, Grace supports multiple languages out of the box with no additional effort required. Prompts and instructions can be provided in English, and Grace will seamlessly handle conversations in the customer’s preferred language, ensuring accurate, context-aware responses across various languages.