Live Agents are the frontline of PolarTie contact center , providing empathy, expertise, and nuanced problem-solving that AI alone cannot replicate. Whether answering video calls, guiding users through complex processes, or resolving sensitive issues, they bring the personal touch that builds trust and ensures exceptional customer experiences.
Agents appear to customers with personalized names and branding.
Accessible from any browser, enabling live video, audio, and screen-sharing with clients.
Console interface is available in multiple languages, allowing agents to work in their native or preferred language.
Console access can be restricted to specific countries, ensuring compliance and operational control.
Optional call recording for screen, audio, and video, depending on legal or policy needs.
Store and manage full agent profiles, including contact details, directly in the system.
AI Agents are the first line of your PolarTie contact center, providing fast, consistent, and reliable support 24×7. Configurable personality and behavior settings let them adapt to your brand and customer needs, while seamlessly collaborating with human agents for complex issues.
Each AI Agent has a distinct identity — including voice, name, and language — tailored to audience and brand.
Connect AI Agents to static resources (documents, PDFs, images), or integrate with external knowledge systems via the MCP protocol.
AI Agents can operate in parallel using “twins,” handling large volumes of calls at once.
Define the tone, role, and intelligence level of an AI Agent using simple text prompts — from formal to friendly, from fact-based to creative.
Configure operating hours, call durations, wrap-up procedures, and escalations with precision.
Enable automatic call transcripts, summaries, and even snapshots during sessions.
AI and Live Agents are built to complement each other, not replace one another. Conversations can start with an AI Agent and seamlessly escalate to a Live Agent when needed. Both operate within the same queues and applications, following standard contact center workflows — but enhanced with a hybrid AI/human workforce to deliver faster, more consistent, and scalable customer experiences.
| Capability | Live Agent | AI Agent |
| Personal Human Interaction | ||
| Custom Identity & Branding | ||
| 24×7 Availability | Scheduled | |
| Multilingual Capability | UI only | Voice & UI |
| Access to Static Knowledge | ||
| Connect to External Knowledge (MCP) | ||
| Call Recording & Transcription | ||
| Prompt-Driven Behavior | ||
| Screen & Audio Sharing | ||
| Geographic Access Restrictions | ||
| Scheduling Support | ||
| Scalable Sessions | with twins | |
| Escalate/Transfer Conversations |
PolarTie is your one-stop SaaS platform for scaling human-centric customer support with AI-powered precision. Deploy one agent or one thousand — all trained on your knowledge and designed for teamwork.