Turn customer conversations into business decisions
Every conversation carries the signals your team needs — churn, expansion, risk, intent. Chanl surfaces them live, so you know where to deploy AI, where to keep humans, and how to act on every customer.
Works with all major voice and text platforms
Your customers aren't waiting. They're leaving.
of calls go unanswered after hours or during peak times
Salesforce State of Service, 2025
average hold time costs you $8.50 per call in lost productivity
Harvard Business Review, 2024
of customers prefer AI for simple requests — if it actually works
Gartner Customer Experience Study, 2025
AI that handles customers
not just observes them.
Every call, chat, and text becomes a structured event. The customer record updates. Risk gets scored. The next step gets picked. Regressions get caught — before the customer feels them.
Recognizes the customer.
Cross-channel identity resolution — voice, chat, WhatsApp, email — collapses to one record before the agent says hello.
Remembers the history.
Every prior conversation, every preference, every promise — pulled in at call time. No more 'can you confirm your account number?'
Reads the intent.
What the customer is actually trying to do — buy, cancel, escalate, learn — classified live, not after the wrap-up code.
Scores the risk.
Churn, expansion, escalation, and compliance flags attach to the customer record as the call happens — not the next morning.
Picks the next step.
Send the SMS. Schedule the callback. Push to the human. Fire the workflow. Chosen by intent and stage, not by a static IVR tree.
Catches the drift.
Every prompt change and tool edit runs through a regression gate. Quality stays measured — agents get better, never quietly worse.
Every call is a signal
Predictions from every conversation, AI or humanFull transcripts, real-time analytics, and automated signal extraction on every production call. Churn, expansion, and risk surface before they show up in a dashboard. This is the layer that turns conversations into decisions.
Use the data to adopt AI where it wins
Build, deploy, and iterate — guided by what worksLet the data tell you which moments AI handles better than humans. Build agents for exactly those moments, equipped with live CRM data, your knowledge base, persistent memory, and real tools. Ship, measure, iterate. Every call makes the next version better.
Close the loop on every failure
Every Signal surfaces the next thing to fixWhen Signal detects a mishandled scenario, regenerate it as a what-if. Retrain the agent, regression-test the fix, redeploy. Every production failure becomes a test case — automatically.
Everything you need to ship
reliable customer agents.
Data & Tool Integration
Connect agents to your CRM, databases, and APIs during live calls. Works with VAPI, Retell, ElevenLabs, and any platform via MCP.
Knowledge Base
Upload docs, policies, and FAQs. Your agents answer accurately from your actual content — not hallucinations.
Compliance Guardrails
Set policies and safety rails that apply to every call. Prevent hallucinations, off-script responses, and compliance violations.
Multi-channel
Voice, chat, and SMS from a single backend. Same data, tools, and guardrails across every channel.
Simulation Testing
Generate realistic caller scenarios and run them against your agent at scale before deploying to production.
Custom Scorecards
Define grading criteria and automatically score every simulation and production call against your standards.
Regression Testing
Compare agent versions side-by-side. Catch regressions before they reach customers.
AI Test Personas
Define caller personalities — tone, intent, objections — and stress-test your agent at scale.
Prompt Playground
Iterate on prompts with instant feedback. Test variations against real scenarios without deploying.
Call Transcripts
Full transcripts with speaker turns, timestamps, and audio playback for every conversation.
Real-time Analytics
Call volume, duration, sentiment trends, and resolution rates — all updated in real-time.
Smart Alerts
Get notified instantly when agents go off-script, sentiment drops, or calls fail your scorecards.
Follow-up Actions
Automatically trigger follow-ups after calls — send summaries, create tickets, update your CRM.
Cost & Usage Tracking
Track token usage, API costs, and call duration per agent. Set budgets and get alerted on spikes.
Signal in practice
Turn every conversation into a decision.
Testing & EvaluationIs AI Better Than Your Humans? Score Both on One Rubric
Most teams can't say whether AI beats humans because they score them differently. One rubric, run on both, sliced by segment, gives you an honest answer.
Testing & EvaluationEvery Failed Call Is a Test Case You Haven't Written Yet
The gap between staging and production for AI agents is measured in surprise. Here's how to close the loop from live failure to regression gate.
Industry & StrategyYour Conversations Are Already CRM Data. Here's How to Use Them.
Every customer call carries churn risk, expansion intent, and compliance signal. Most teams toss it. Here's how to turn conversations into live CRM data.
The Signal Briefing
One email a week. How leading CS, revenue, and AI teams are turning conversations into decisions. Benchmarks, playbooks, and what's working in production.
