Call Design’s CallD.AI puts compliance at core of contact centre AI

Call Design is working with enterprise clients to implement CallD.AI, an AI agent platform intended for contact centres with a focus on compliance, governance, and operational intelligence.

Shifts in contact centre AI

Contact centres across sectors are accelerating digital transformation, leading to a change in how artificial intelligence is integrated within operations. AI is moving from surface-level applications to deeply embedded systems that emphasise integrity and accountability in customer engagement processes.

Julie-Anne Hazlett, Head of WFO Strategy at Call Design, highlighted a common perspective observed among organisations. "For many organisations, the initial reaction is, 'We've already got one of those,'" said Hazlett. "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."

According to Call Design, while various industries, including finance, healthcare, HR, retail, and research, have trialled conversational AI technologies, few have fully addressed requirements relating to AI governance, decision auditability, or regulatory compliance.

Focus on compliance and transparency

Unlike many chatbot or generative response solutions on the market, CallD.AI emphasises governance as a foundation rather than an add-on. The platform is designed for complex enterprise contexts where autonomous AI must operate within pre-defined limitations, maintain transparent and auditable workflows, and comply with industry regulations.

"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."

This approach is particularly significant for organisations operating in regulated sectors, where AI not only supports the work of human agents but must also satisfy compliance criteria. Auditability of workflows and transparent operations are highlighted as essential for reducing risks associated with automated decision-making.

Impact on contact centre operations

Call Design states that CallD.AI is not intended to replace customer service agents. Instead, it is positioned as a support tool to relieve pressure from human teams by automating routine processes, thereby enabling employees to focus on complex issues or situations requiring human empathy.

Hazlett noted, "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."

For contact centres, common challenges such as unpredictable call volumes, staffing shortages, and rising customer expectations continue to place strains on operations. Call Design asserts that CallD.A.I offers a way to automate repetitive tasks while maintaining compliance standards and ensuring quality customer experiences.

Industry response and outlook

Through conversations with clients across various industries, Call Design reports that the implementation of AI platforms like CallD.AI requires more than technology adoption - it demands a renewed focus on governance frameworks and the auditability of automated processes. The company believes this is essential for organisations aiming to meet both customer service targets and regulatory requirements in increasingly digital environments.

Call Design continues its work with enterprise clients to support the integration of AI systems that balance automation with compliance, transparency, and human oversight in contact centre operations.