Quantara Flow AI
Quantara Flow AI
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The platform

The operating layer behind every customer interaction.

Voice and chat AI, quality audits, trend detection, root cause analysis and governed AI actions — one connected system instead of disconnected tools.

AI VoiceAvailable

AI Voice that understands the call — and updates the operation.

Handle inbound conversations across supported languages and dialects, connect every call to the same Customer 360, cases, knowledge, SLA, FCR and QA used by your digital channels, and transfer callers to your existing team when human support is required.

  1. Step 1
    Incoming call

    Your number, your carrier, your PBX.

  2. Step 2
    Live AI conversation

    Natural turn-taking in the caller's language.

  3. Step 3
    Customer 360 and case context

    The same record your digital channels use.

  4. Step 4
    Knowledge and external action

    Grounded answers plus approved system actions.

  5. Step 5
    Resolution or human transfer

    Transfer carries the full AI summary.

  6. Step 6
    Transcript, wrap-up, QA and insight

    Post-call work runs automatically.

Keep the telephony you already have

  • Existing telephone number
  • Existing carrier
  • SIP infrastructure
  • PBX and extensions
  • Existing call-centre platform

SIP onboarding is assisted and configured with you — not a one-click PBX integration.

Voice languages and dialects

  • EnglishAvailable
  • Arabic — Saudiالعربية — سعوديAvailable
  • Arabic — Gulfالعربية — الخليجيةAvailable
  • Arabic — Modern Standard Arabicالعربية الفصحىAvailable
  • Arabic — Emiratiالعربية — إماراتيAvailable
  • UrduاردوAvailable
  • SpanishEspañolAvailable
  • FrenchFrançaisAvailable

Voice language and dialect availability depends on the configured Voice Profile and provider. Dialect coverage is enabled per workspace after a call test.

AI Live ChatAvailable

From question to resolution — inside the chat.

AI Live Chat is a resolution channel, not an FAQ bot. It identifies the customer, loads Customer 360, grounds every answer in approved knowledge, performs approved actions in your systems and hands over to a person with the full context already gathered.

  • AI-first resolution
  • Persistent sessions
  • Forms
  • Secure links
  • Quick replies
  • File upload
  • Customer 360
  • Case create / update
  • Approved external actions
  • Human handoff
  • AI Copilot for the agent
  • Sentiment
  • SLA
  • Wrap-up
  • QA
  • CSAT
  • Reporting
Live Chat Flow Studio designs persistent digital-chat journeys. Voice IVR Studio designs telephone call flows. They are separate products that share the same Quantara operational services.
  1. 1
    Customer opens the web widget
  2. 2
    AI greets the customer
  3. 3
    Customer identity is safely matched
  4. 4
    Customer 360 appears
  5. 5
    Previous conversations and active cases load
  6. 6
    Intent and sentiment are detected
  7. 7
    Approved knowledge is searched
  8. 8
    An external system is checked
  9. 9
    An approved action is proposed or performed
  10. 10
    The case and SLA are updated
  11. 11
    The customer receives confirmation
  12. 12
    Human handoff occurs when required
  13. 13
    The human receives the full AI summary and context
  14. 14
    An approved configured wrap-up Reason is applied
  15. 15
    QA, FCR and reporting are updated
Every customer signal

Works across every customer signal

The same intelligence, workflows, risk detection and reporting — applied consistently across every connected signal.

Email
WhatsApp
Web Chat
Instagram
Facebook
X
TikTok
Voice
Online Reviews
Public API
Quality AI

Every case audited. Not a 2% sample.

Traditional QA listens to a handful of calls a month. Quantara Quality AI evaluates 100% of interactions — agent and AI — for accuracy, empathy, tone, completeness and compliance, then explains exactly what is driving dissatisfaction.

100%
of cases audited
0%
sampling bias
Every
DSAT driver identified
24h
interaction to coaching
Agent QA
Coaching notes generated per rep
AI QA
Every AI reply scored on the same rubric
Review-reply QA
Public replies audited before publish
Quality AI · interaction 48291
Support agent · email · 12:04
94
Overall
Accuracy
96
Empathy
91
Tone
95
Completeness
88
Compliance
100
DSAT drivers
Resolution delay 38%Repeat contact 24%Tone 18%Wrong information 12%Policy friction 8%
Coaching note generated
AI generated
Acknowledge the delay earlier in the contact — sentiment recovers when the customer feels heard before the fix is proposed.
Sent to agent · added to coaching backlog
Quality AI · Visualization

100% of interactions, mapped on one rubric.

Five dimensions — accuracy, empathy, tone, completeness, compliance — computed on every human and AI interaction, then rolled up to agent, team and channel.

  • Five dimensions, one score
    Accuracy, empathy, tone, completeness, compliance.
  • Agent + AI on the same rubric
    One quality bar across humans and models.
  • Coaching backlog auto-built
    Every dip becomes a coaching moment.
AccuracyEmpathyToneCompletenessCompliance
Latest audits · live
AUD-1284Sara · Agent94pass
AUD-1285AI Reply88pass
AUD-1286Omar · Agent71coach
AUD-1287AI Draft96pass
Coverage
100%
across agent + AI interactions
Root Cause Analysis

Every incident, explained to five levels deep.

Quantara clusters related cases, runs the Five Whys against the actual conversations and drops a Markdown RCA with corrective actions into your incident record.

  • Cluster before you count
    Related cases collapse into one incident.
  • Five Whys, generated
    Each layer sourced from the actual thread.
  • Corrective actions
    Owner, workflow and KB update proposed.
Incident INC-2041 · 68 related cases
Late delivery · Zone 3
RCA generated
  1. 1
    Why #1
    Why did the customer complain?
    → Order arrived 6 days late.
  2. 2
    Why #2
    Why was it late?
    → Warehouse dispatched to the wrong hub.
  3. 3
    Why #3
    Why the wrong hub?
    → Postcode mapping rule was outdated.
  4. 4
    Why #4
    Why outdated?
    → Weekly sync from carrier feed failed silently.
  5. 5
    Why #5
    Why silently?
    → No alert on empty payload from partner API.
Corrective action proposed
Add empty-payload alert on carrier feed · assign to Ops · update KB article #KB-812
What Quantara Flow AI does

Practical AI capabilities for growing support teams.

8 specialized AI agents work together across the customer journey — from reading the first message to protecting the follow-up and giving managers a clearer view of what's happening. Below is what the platform actually does today.

Centralize customer conversations

Bring WhatsApp, email, web chat and social messages into one operational view — instead of jumping between shared inboxes and spreadsheets.

Identify customer intent, sentiment and priority

Each new message is read, classified and scored the moment it arrives, so the right person or workflow is engaged.

Draft responses using approved business knowledge

Replies are prepared from your policies, FAQs, SOPs and knowledge articles — not generic AI guesses.

Protect customer follow-ups

Promised actions, overdue responses and at-risk cases are tracked automatically, with reminders and escalations.

Detect recurring customer issues

Similar cases and public reviews are grouped, so wider operational problems surface before customers escalate.

Give managers clearer operational visibility

Workload, response activity, SLA risks, quality and customer trends update in one live workspace.

Illustrative outcomes only

Any figures shown in the interactive demo or ROI calculator are illustrative estimates based on your inputs. Actual outcomes depend on your channel mix, knowledge base and how the platform is configured.

Review Intelligence

Every public review, read and answered by AI.

Google, Google Play, Apple App Store — pulled in, sentiment-scored, topic-tagged and replied to under your governance rules.

  • Every platform, one inbox
    Google, Play Store, App Store, more.
  • Topic and sentiment auto-tag
    No manual tagging, ever.
  • Draft, approve, publish
    Governance decides what auto-publishes.
Rating distribution · last 30d
5
62%
4
21%
3
9%
2
5%
1
3%
74
Sentiment
AI-tagged topics
Delivery speed 34Product quality 41App experience 22Refund flow 18Support tone 27Pricing 14
AI-drafted reply · awaiting approval
"Thank you for the honest feedback on delivery. We've fixed the routing rule and refunded your shipping fee. Please reach out if we can do more."
Orchestration

Eight Agentic AI capabilities. One shared operational context.

Signals arrive from every channel. The orchestrator predicts risk and selects the next best action. Governance decides what runs automatically, what gets recommended, and what needs a human. Every outcome trains the next prediction.

Conversations
Email · chat · social · voice
Reviews
Google · app stores
Knowledge
SOPs · articles · playbooks
Quantara orchestrator
Predicts risk · selects the next best action
Routing live
CAPABILITY 1Resolve

AI Resolution Agent

Understands customer requests, drafts grounded replies, updates case status, triggers workflows and follow-ups, and moves routine cases toward resolution.

→ hands off to AI Quality & Coaching
CAPABILITY 2Predict

Predictive Case Intelligence

Identifies cases likely to breach SLA, fail FCR, repeat, reopen or escalate — before they become critical.

→ hands off to Proactive Resolution Protection
CAPABILITY 3Protect

Proactive Resolution Protection

Tracks promised actions, sends proactive updates, prevents risky closure and helps resolve issues before customers need to chase.

→ hands off to Operations Intelligence & Governance
CAPABILITY 4Analyse

Incident Intelligence & RCA

Detects recurring issues, clusters related evidence, generates structured Root Cause Analysis and recommends corrective and preventive actions.

→ hands off to SOP-to-Workflow AI
CAPABILITY 5Analyse

Review Intelligence

Analyses Google Business, Google Play and Apple App Store reviews, creates cases from negative feedback, drafts governed replies and links recurring issues to RCA and knowledge gaps.

Requires integration setup
→ hands off to Incident Intelligence & RCA
CAPABILITY 6Improve

SOP-to-Workflow AI

Analyses SOPs and operational documents and converts them into structured workflows ready for review, approval and execution.

→ hands off to AI Resolution Agent
CAPABILITY 7Improve

AI Quality & Coaching

Evaluates agent and AI interactions for accuracy, empathy, tone, completeness and compliance, then creates actionable coaching recommendations.

→ hands off to Operations Intelligence & Governance
CAPABILITY 8Analyse

Operations Intelligence & Governance

Measures operational, agent, AI, incident, review and governance KPIs while controlling approvals, thresholds, automated actions and overrides.

→ hands off to Predictive Case Intelligence

Reply drafting, wrap-up coding, intent detection, sentiment analysis, deflection and adaptive learning are included as supporting capabilities inside these eight powers.

Autopilot
Runs automatically
18 auto-executed
Copilot
Recommends to agent
6 recommended
Control Tower
Human approval first
2 awaiting approval
Outcome
Resolved, protected and audited
96%
SLA
79%
FCR
100%
Audited
7%
DSAT
↻ Every outcome trains the next prediction
AI actions

Quantara does the work, not just the wording.

  • Check order status
  • Check refund
  • Check delivery
  • Check application
  • Retrieve invoice
  • Send secure upload link
  • Send email
  • Send WhatsApp update
  • Update case
  • Add note
  • Create task
  • Schedule callback
  • Transfer to human
  • Escalate to department
  • Trigger workflow
Autopilot

AI performs approved low-risk actions automatically.

Copilot

AI recommends or prepares an action for the user.

Control Tower

Sensitive actions require approval and remain audited.

Available actions depend on the connectors you configure and the governance mode you choose. Not every action is available without setup.

Operating model

How Quantara runs the support operation

Every interaction becomes part of a measurable operational improvement loop.

  1. 1
    Predict

    Identify SLA, FCR, repeat-contact, reopening, escalation and incident risk before they become critical.

  2. 2
    Act

    Select the next best action, workflow, follow-up or escalation — inside your governance rules.

  3. 3
    Resolve

    Move routine cases toward completion and route complex ones to the right expert first time.

  4. 4
    Learn

    Analyse outcomes, sentiment, AI decisions, overrides, agent performance and knowledge gaps.

  5. 5
    Improve

    Generate RCA, strengthen knowledge, improve workflows and recommend operational actions.

Governance

Autonomy with control

Decide which actions AI may execute automatically, which stay as recommendations, and which require human approval. Every level is auditable.

Autopilot

Low-risk, high-confidence actions can run automatically — when you choose to enable them.

Copilot

AI recommends the next best action and supports agents and managers throughout the case.

Control Tower

Sensitive, high-risk or low-confidence actions require explicit human approval.

Controls available
Confidence thresholdsSensitive-topic rulesAuto-reply and auto-close controlsProactive-communication controlsReview reply approvalRCA approvalAI usage limitsAudit logsManager overrides
How it works

Live in three steps.

No professional-services engagement. No 12-week onboarding.

1

Connect a channel

Drop the chat widget, forward an email, or link WhatsApp / social. Live in 5 minutes.

2

Upload your SOPs

PDF, DOCX, XLSX or KB articles. AI reads them and drafts workflows for review.

3

Let the agents run

Reply, tag, escalate, follow up, close the loop. You review, coach and scale.

Setup

Start with one channel. Expand when it pays off.

  1. 1
    Create your workspace

    Guided setup — users, roles and your first queue.

  2. 2
    Connect a channel

    Start with one channel: email, Live Chat, WhatsApp or social.

  3. 3
    Upload knowledge and SOPs

    Articles, policies and procedures become grounded answers.

  4. 4
    Configure AI and governance

    Choose Autopilot, Copilot or Control Tower per action.

  5. 5
    Test the experience

    Simulate flows, review AI output and calibrate QA rubrics.

  6. 6
    Publish

    Go live on that channel, then expand.

Then expand

  • AI Voice with assisted onboarding
  • Connect your existing carrier or PBX
  • Integrations and read-only data sources
  • Complex flows in Voice IVR Studio and Live Chat Flow Studio
  • Approved external actions
  • Advanced governance and approvals
  • Interval reporting and executive KPIs

Guided setup for digital channels. Assisted onboarding for Voice, carrier and PBX connections.

Why switch

Quantara vs the alternatives.

A CX platform, an AI copilot and an analytics suite — in one.

CapabilityQuantara Flow AILegacy helpdeskAI add-on
Omnichannel (email · chat · WhatsApp · social)Email + chat onlyBolt-on per channel
Auto-resolves & closes cases end-to-endSuggests replies only
Sentiment, intent & FCR built-inManual taggingExtra module
SOP → Workflow AI
Root Cause Intelligence with 5 Whys
QA & coaching across eligible interactionsSample auditsExtra seat cost
Tenant-isolated with row-level securityShared instanceShared instance
Time to live5 minutes8–12 weeks3–6 weeks
Starting priceFree$$$ per seat$$$ + AI usage
ROI calculator

See what agentic AI is worth to you.

Move the sliders. Numbers update live. No email required.

2,000
12 min
22 USD
65 %
Estimated impact
$5,720
saved per month
1,300
cases deflected
260
agent hours
$68,640
annual

Estimates only. Actual savings depend on channel mix, KB depth and workflow coverage.

See it detect a problem on your own process.

Book a guided demo and we will walk one of your real support scenarios end to end — from the conversation to the root cause and the fix.