Every call handled. No headcount required.
AI agents take the calls they can. Certified human agents finish the calls they escalate. One platform, one contract, and every call tracked to a finished outcome.
Certified US human agents
Of interactions scored by AI QA
From kickoff to live calls
Build it, run it, bring in a person, prove the result
Your materials become an AI agent. It takes the calls you choose, hands the rest to a certified agent, and every call is tracked to a finished outcome.
Build
Hand us your knowledge, scripts and call recordings. We turn them into an inbound or outbound AI agent.
Handle
It takes the Tier 1 call types you pick, follows your call flow and quality rules, and improves with every evaluation.
Escalate
When a caller needs a person, a certified ShyftOff agent picks up with the AI summary and transcript.
Prove
You define a finished call. Every outcome is tracked, whether the AI agent or a certified agent completes it.
AI agents that know when to bring in a person
AI-only vendors hand the hard calls back to your team. ShyftOff runs the whole queue: AI agents and certified human agents on one platform, measured the same way.
From Your Call Recordings to a Live AI Agent
We ingest your knowledge, connect your systems and build inbound or outbound call flows, trained on millions of real contact center interactions.
Your Tier 1 Calls, Handled by AI Agents
Pick the call types. Set your call flow and quality rules. Your AI agent gets sharper with every evaluation.
An AI Agent That Knows When to Bring in a Human
Set the triggers, the phrases it listens for, and what it says. See every handoff and why, live.
Track and Pay on Outcomes, Not Effort
You define what a finished call looks like. Every outcome is tracked, whether your AI agent or a certified agent completes it.
AI and certified humans on one platform, measured the same way
AI-only vendors hand escalations back to your own team. Traditional BPOs sell people without credible AI. ShyftOff runs the whole queue and tracks every call to a finished outcome, whoever completes it.
Built from your knowledge, scripts and call recordings.
22,000+ certified US agents, plus nearshore and offshore.
A certified agent picks up with the AI summary and transcript.
One outcome definition, whoever finishes the call.
AI and human calls scored on your own scorecard.
AI agents learn from the same content your human agents certify on.
Certification Engine
AI agents learn from the same content your human agents certify on.
Rocket Assist
The knowledge base AI agents draw from.
AI QA
Scores AI agent calls against your own QA scorecard.
Mission Control
Real-time performance, KPIs and cost for AI and human agents.
Agent CRM
The certified human bench your AI agents escalate to.
Where AI agents and certified humans work best together
Each one runs AI first, with a warm handoff to a certified agent the moment a caller needs a person.
Claim intake (FNOL)
AI takes the loss details and fills your claims system.
Human: injuries, distress, complex losses.
Claim and policy status
AI answers status, ID card and document requests.
Human: disputes and coverage questions.
Appointment scheduling
AI books, confirms and reschedules against your calendar.
Human: clinical questions and referrals.
Benefits and eligibility
AI verifies members and explains covered benefits.
Human: exceptions and appeals.
Account servicing
AI verifies identity and handles balance, payment and card requests.
Human: fraud and hardship.
Payment reminders
AI calls with due-date reminders and takes payments.
Human: payment plans and disputes.
Outage and order status
AI confirms the account and gives live status.
Human: Tier 1 troubleshooting and retention.
After-hours and overflow
AI answers every call when your team is closed or full.
Human: anything urgent, 24/7.
One credit balance for AI and human work
Every plan includes a monthly block of ShyftOff Credits. Each use case bills against that one balance, per outcome or per minute, whether AI or a human handled it.
Per outcome
You pay once per completed call: at the AI rate if your AI agent finishes it, or the human rate if a certified agent does. Never both. Rates are set by use-case complexity.
Per minute
AI agents bill talk time. Certified human agents bill productive time: talk, hold, after-call work and available time. We set the right model with you in your statement of work.
Setup
Covers agent design and training, escalation rules, integrations, test calls and go-live. Scoped to one call type or several in your statement of work.
HIPAA and BAA compliance
BAA-covered infrastructure, zero data retention on AI models, and audit logging.
Your data stays yours
Recordings and transcripts train your agent only. Never pooled or shared.
12-month term, rates locked · Prepaid monthly · Unused credits roll over up to one month's allotment
Frequently Asked Questions
Still curious? We’ve answered the most common business questions.
Put your whole queue on one partner.
Tell us your call types and volumes. We'll recommend a plan and the billing model that fits each use case.
