# Cloud Call Center Software with AI Agents | Mihu AI Cloud call center # The call center your team logs into. Numbers, queues, routing, transfers and quality scoring — the whole operation, running in a browser tab. No hardware to rack, no phone system to migrate, no per-seat licence. Open your call center (https://app.mihu.ai/register) Book a walkthrough (https://mihu.ai/contact) Live in a day Keep your numbers Or bring your PBX Pay per minute app.mihu.ai /desk mihu.ai Search conversations, customers or queues… 27 DW Dana Whitfield Available Northgate Motors 621 All Mine Mihu AI Escalated Marcus Webb 2m Third call about the same fault Escalated · repeat issue Nora Bennett 4m Let me check that for you and come back You Priya Raman 6m Booking a service slot for Thursday Mihu AI replying Chris Delaney 9m Confirmed for Tuesday 08:30 Mihu AI handling Tessa Kwan 14m Invoice copy sent to your email Mihu AI handling Devon Pierce 21m Thanks — I'll call you back today You Alina Ford 26m Directions to the Austin location Mihu AI handling Reuben Oyelaran 34m Quote attached, valid 30 days You Hana Brooks 41m Reminder sent for tomorrow Mihu AI handling Marcus Webb Voice +1 512 555 0134 · Austin, TX Frustrated Mihu AI handed this conversation to a human. Repeat issue · full history attached Take over MW I booked a service two weeks ago and the fault is still there. 09:38 AI I'm sorry — I can see the visit on 4 March. Let me pull up what the technician recorded. 09:38 MW This is the third time I've called about the same fault. 09:40 AI Understood. Two prior calls on this vehicle, both about the same warning light. 09:41 AI I'm bringing in a specialist now — you won't need to repeat anything. 09:41 Take over to reply… Customer MW Marcus Webb Austin, TX · since 2019 This conversation Channel Voice Handled by Mihu AI Escalated 09:41 Prior calls 2 Sentiment Negative Vehicle Model Summit SUV Year 2021 Warranty Active Last service 4 Mar Everything included ## Everything a contact center needs, in one platform. This replaces the stack, it doesn't sit on top of it. Get a number, or keep the phone system you already own and add Mihu as an extension. Connect the channels, set the routing, run inbound and outbound, keep the records, score the quality. One platform, one bill, one login for your whole team. Numbers & your PBX Get a number in minutes, or join your existing phone system over SIP. No migration. Every channel Voice, WhatsApp, SMS, email, Instagram DM and Messenger — one thread each. Smart routing & IVR Callers say what they need in their own words and reach the right desk. No "press 1". Outbound campaigns Reminders, renewals, win-backs and follow-ups — personalised, scheduled, auto-retried. CRM that updates itself Every conversation writes back contact details, outcomes and a lead score. Nobody logs it by hand. Quality on all of it Every conversation scored for sentiment, intent and resolution — not a sample of twelve. Run it by asking Change rules, build agents, pull reports — in plain language, or from Claude and ChatGPT. Test before customers do Run an agent against hundreds of simulated conversations before one real person meets it. Coverage ## Your team handles the day. AI handles the rest. Calls, WhatsApp and email land in one queue during office hours, and your people take them first. The moment nobody can pick up — after six, on a Sunday, or when the line's already full — Mihu takes over instead of the customer hearing a ring-out. 9–6 · Mon–Fri ### During business hours, your team answers first Every new conversation goes to a person while one's available Full history and context — no cold handoffs, no repeating themselves Judgment calls, exceptions and anything sensitive stay with a human Nights · weekends · overflow ### When they don't answer, AI does Nobody picks up after six? Mihu does, same number, same queue Sundays, holidays, lunchtime rushes — covered, not voicemail Handed back the moment a person's free, with the whole thread already read One number, one queue, one history. Which side picks up depends on the clock and who's free — not on the customer getting lucky. AI agents ## Add AI agents to the same queue your team works. Everything above works with a team of people and nothing else, and many customers run it exactly that way. You can also add AI agents to the same queue, handling the same channels, visible in the same list. What never changes is who decides: the AI takes volume, you keep control of anything that matters. ### What it means in practice Mihu can answer a conversation on its own. What keeps it safe is that you decide in advance what it's allowed to do, you can watch it happening in the same queue your team already works in, and you can take any conversation off it in one click. Nothing it does is hidden, and nothing sensitive happens without a person saying yes. ### What it doesn't mean It doesn't mean handing customers to a black box and hoping. Every conversation Mihu handles sits in the same list as the ones your team is handling, marked so you can see at a glance who has it. When Mihu hands one back, it says so in the thread — and the person picking it up has already read everything. 80% Auto-resolved <0.7s Response time 40+ Languages 4s Handoff to a person 100% Conversations scored What stops most teams putting AI in front of customers is not capability. It is control. An AI agent that is right 95% of the time and unpredictable the rest is not safe to deploy, because the remaining 5% is where the damage happens. The question that decides whether it ships is not how capable it is. It is how much of it you still control. Why teams switch ## The problem with all-bot and all-human call centers. Until recently you had two options: an automated system customers try to get past, or enough staff to answer every call yourself. One damages the experience, the other costs more every time volume grows. Running both in one queue removes the trade-off. Option one · the wall ### All-bot: built to deflect, not to help Menus that make people guess which of nine options describes their problem A bot that answers the question it recognised, not the one that was asked "Containment rate" as a success metric — the number of people who gave up trying to reach you And when someone finally gets through, they start the whole story again from scratch Option two · the room ### All-human: doesn't scale, doesn't stay open Every extra hundred calls costs another headset Queues build at lunchtime, nobody answers after six, nothing at all on Sunday Your best agents burn their shift on password resets and delivery dates QA is four scored calls a month per agent, and everyone knows it The hybrid model puts both on the same queue. AI takes the volume. People take the judgment. And the line between them moves per conversation, not per contract. Human · Co-pilot · Autopilot ## Three ways to handle a conversation, switchable mid-call. Every conversation your team takes — a call, a WhatsApp thread, an email, a DM — sits in one shared queue with a control at the top. That control has three positions, it belongs to the conversation rather than the company, and by default it starts wherever you put it. Plenty of teams leave it on the first one. Human You handle it You answer. Mihu stays silent — no drafts, no suggestions, no interruptions — but the whole thread is already in front of you, from every channel the caller has ever used. Suggestions only when asked for Full history, every channel, one screen Still logged, scored and searchable Co-pilot AI drafts, you send Mihu looks up the order, checks the policy and writes the reply. You read it, change a word if you want, and press send. Nothing reaches the customer without a person choosing to send it. Context pulled before you've finished reading Every draft shows how confident it is Edit freely — it learns from what you change AI Autopilot AI replies and acts Mihu handles it end to end — answers, books, refunds, updates the record — inside the rules you set. And the second something falls outside them, it stops and hands the conversation to a person. Replies in under a second, around the clock Acts on real systems, not just words Hands back with the full story attached Nobody has to pick one and live with it. Start every conversation on Co-pilot while you build trust. Move the routine ones to Autopilot as the scores come in. Drop a single thread back to Human the moment it turns delicate — mid-sentence, without the customer noticing anything except that the answer got better. One inbox Voice WhatsApp SMS Email Instagram Messenger Drag the seams · tap a caller Replay 01 ### Human only You, unaided 0:00 02 ### Co-pilot Mihu drafts · you send 0:00 03 ### Autopilot Mihu runs it · hands back to you 0:00 › Drop a call into the queue — all three desks take it at once All channels. One inbox. Voice · WhatsApp · SMS · Email · Instagram · Messenger ### One inbox. Every channel. You decide where the line sits. Human only 4:12 Co-pilot 1:07 Autopilot 0:09 Take over the queue Watch again Guardrails and permissions ## Set the rules your AI agents have to follow. Control comes from three settings that work together: the boundaries an AI agent cannot cross, the conditions that force a handover to a person, and the approvals you require before anything sensitive happens. You configure all three by writing them in plain language — no scripting. 01 ### Guard rules — the boundaries The non-negotiables, applied to every conversation no matter how the customer phrases it or how hard they push. Always verify identity before discussing an account. Never quote a final discount. Never give medical or legal advice. The agent is free to be genuinely helpful inside a space you drew — and simply cannot step outside it. 02 ### Escalation — the handover Some conversations should go to a person, and the skill is spotting them early. Frustration. A complaint. Anyone who asks for a human. A high-value customer, a sensitive subject, anything off-script. When a trigger fires, the thread moves to the right person with the whole history attached. 03 ### The loop itself — oversight Require a person to approve before anything sensitive happens — a credit, a high-value booking, a particular message. Watch conversations live and step in instantly. Let the agent pause and ask a human for a decision rather than guess. Then review how it went and tighten the rules. Strict boundaries let you automate more, not less. When you know an agent can't go off the rails, and that the risky moments will always reach a person, you can hand over volume you'd never have dared to otherwise. The rules aren't the brakes. They're the seatbelt that lets you drive fast. Escalation ## How a call moves from AI to a person. When an escalation trigger fires — frustration, a repeat complaint, a request for a person — the conversation moves to the right agent with the full transcript attached. The customer does not repeat anything, and there is no hold music in between. Customer · voice This is the third time I've called about the same fault, and I'm done being patient. Mihu I completely understand, and I'm sorry you've had to call again. Let me get you a specialist who can resolve this properly — I'll bring them fully up to speed, so you won't have to repeat anything. Escalation triggered · repeat complaint + frustration → routed to the service manager with the full call history Service manager · 4 seconds later Hi — I've read everything from your previous two calls. Let's get this fixed today. Here's what I'm going to do… Good escalation isn't the AI failing. It's the system doing precisely what it was built to do. The measure of a hybrid contact center isn't how few conversations reach a person — it's how well prepared that person is when one does. How we compare ## One platform instead of two systems bolted together. The common setup is a contact center built for people plus a separate AI layer, sold together and connected by an integration. It works until the join fails — the call that never reached the record, the escalation that arrived without history, the bot that did not know a person had already promised something. Two systems, stitched ### The handoff is an integration Separate tools for humans and for AI, joined by a workflow someone maintains Context is passed between them — which means it can be lost between them Priced per seat, so the humans you keep are the expensive part Months of pilot, professional services, and a project plan before anything answers One system, one queue ### The handoff is a setting The same thread, the same memory, the same screen — the dial just moves Nothing is passed anywhere, so there's nothing to lose in transit Priced per minute and per message, so keeping people costs you nothing extra Set up by describing what you want, and answering calls the same day Who uses it ## Built for 200-agent teams and three-person businesses. The same platform covers both, because the amount of work you hand to AI is a setting rather than a plan you commit to. ### If you're scaling Take on twice the volume without twice the headcount. Put the routine on Autopilot, keep your experienced people for the conversations that need them, and score every interaction instead of a sample. One system across every channel, language and region — and a dial you can turn back the moment quality slips. ### If you're small Never leave a call or a message unanswered, including at 9pm on a Sunday. Sound like a full team when it's three of you. Capture every lead and follow it up automatically — and stay personally in the loop on anything that matters, because you're the one who set the rules. FAQ ## Cloud call center questions, answered. Is this just a chatbot with extra steps? No. A chatbot answers questions from a script. Mihu takes actions in your real systems — it looks up the order, books the appointment, issues the replacement, updates the record — and it does that across phone calls as well as messages. The part that makes it different from a bot is that a person can stop it, correct it, or take the conversation over at any point. Are you telling me to replace my team? The opposite. The point of keeping a human in the loop is to spend your time well, not to have less of it. The agent absorbs the hundreds of routine conversations so you are free for the handful that genuinely need judgment, empathy or authority — which is also the work people would rather be doing. What stops it saying something it shouldn't? Guard rules. You write down what the agent must always do and must never do — never quote a final discount, never give medical advice, always verify identity first — and those apply to every conversation regardless of how the customer phrases the question. If someone pushes at the edge of a rule, the conversation goes to a person instead. Do I need a technical team to set this up? No. You describe what you want in ordinary sentences — "if a customer sounds frustrated or asks for a person, hand off to the duty manager with the full history" — and Mihu applies it. Same for building an agent, changing a rule or pulling a report. If you can explain your policy to a new starter, you can configure it. How do I know when to trust it with more? By watching. Every conversation is scored for sentiment, intent and whether it actually resolved, so you can see how the agent handles a given type of request before you let it handle that type alone. Most teams start on Co-pilot, watch for a few weeks, and move categories to Autopilot one at a time as the evidence comes in. What happens to a customer mid-conversation when the mode changes? Nothing they'd notice, except the answer getting better. It's the same thread on the same screen — no transfer, no new reference number, no repeating the story. If a person takes over from the AI, they've already read everything that was said before they arrived. Do I have to throw away my phone system? No. You can get a number inside Mihu and be taking calls in minutes, or keep the phone system you've already invested in and add Mihu to it as an extension over SIP. Both are supported, and you don't have to decide on day one. How do I know what the AI is doing right now? You look at the queue. Every conversation is labelled with who has it — your own name on the ones you're handling, "Mihu AI handling" on the ones it's working, "Mihu AI replying" while it types, and "Escalated" on anything it has pushed to a person. It's the same list your team already works from, so there's no separate AI dashboard to go and check. ## Set up your cloud call center today. A number, a queue and a login is all it takes to start. Add channels, campaigns, reporting and as much AI capacity as you want, whenever you want — without changing platforms. Open your call center (https://app.mihu.ai/register) Talk to us (https://mihu.ai/contact) Numbers · Queues · Routing · Channels · Campaigns · CRM · QA · €30 free credit What can Mihu build for you?