June 22, 2026
We presented pioneering research on innovative approaches to customer relationship management using AI agents conceived by Jaume Padrell, Capacity Director Research & Development, Voice, at the UK and Ireland Speech Workshop (UKIS) , taking place on 22–23 June 2026 by with Chris Pidcock, Capacity Director of Engineering, Voice.
The work highlights new ways in which artificial intelligence can enhance customer service experiences, particularly in call centre environments. A key aspect of the research explores how human agents can seamlessly collaborate with AI systems. The project builds on a recent MSc initiative at Heriot-Watt University, sponsored by Capacity, in which 16 students investigated advanced methods for integrating human intervention into AI-driven customer interactions. Their work focused on enabling human agents to be “brought into” AI-led calls when needed, and to “step back” when automated systems can resume control—creating a more fluid and efficient hybrid service model.
The research aligns with growing industry interest in combining AI automation with human expertise, aiming to deliver more responsive, personalised, and effective customer engagement.
The UK and Ireland Speech Workshop (UKIS) brings together researchers and professionals from both academia and industry across the speech science and speech technology community. The event provides a platform to share cutting-edge research, foster collaboration, and build connections within the field.
Capacity , the industry sponsor of the project, specialises in automating support for teams and customers using AI technologies. Its platforms are designed to enable faster, smarter, and more impactful interactions, helping organisations transform their customer service operations.