A customer calls about a booking. The next message comes through WhatsApp. When a person takes over, the customer has to explain the problem again. [1]
For a contact center, handling more conversations also means keeping those conversations together.
Callab AI gives AI agents and human teams a shared place to work.
Its agents answer voice and text conversations, act in business systems and retain the customer’s history. Supervisors can watch the conversation and take over when needed. [1][3]
The AI handles the volume. The team keeps control. [1]
One customer history across channels
Callab’s agents work across phone, WhatsApp, chat, email and SMS. They can check availability, make bookings and update customer records through connected systems. [1]
The customer’s history stays with the conversation across channels. A message or transfer brings the earlier information along. [1]
Teams build agents around their own processes and knowledge. Suggested improvements from conversations and human interventions can be accepted or rejected by the team. [1][4]
Callab’s human platform adds a dialer, shared conversation history and live supervision. AI and staff use the same customer information. [3]
A person can step in while the call is happening
Supervisors see active voice and text conversations together, with transcripts updating live. They can listen to a call and decide when to intervene. [3]
Taking over moves control to the person with the history on screen. The conversation can also transfer to the right teammate or agent. [3]
Afterward, the record contains what the AI said, what it did and where a person stepped in. That gives the team a conversation to review without reconstructing it across tools. [3]
A telephony constraint became the starting point
Haithem Kchaou and Chehir Dhaouadi first built voice agents for markets in the Middle East and Africa. Customers there often ran existing, on-premises phone systems. The team had to integrate with that infrastructure. [2]
That experience became part of Callab’s product: SIP integration for phone systems such as Cisco, Mitel and Avaya. Contact centers can keep their telephony while adding AI. [2]
Dhaouadi’s background includes building telecom and VoIP systems. Kchaou’s work includes a previous mobile company and a national AI initiative. Callab was founded in 2024 and is listed in YC’s Spring 2026 batch. [2]
A booking completed, a special request handed over
Here’s how a hospitality team would use Callab.
An agent answers a reservation call, checks availability and creates the booking. It records the interaction alongside the customer’s earlier conversations. [1]
A special request needs a manager. The conversation moves to that person with the details already available. The manager handles the exception while the AI continues other conversations. [1][3]
The same pattern supports routine service questions and appointment changes: the agent completes the supported task, and staff take the conversations requiring their judgment. [1]
AI and people on the same floor
Callab is building its AI and human platforms together. The goal is customer engagement where automation can grow without taking away the team’s ability to intervene. [4]
Deployments begin around the customer’s processes, systems and conversations. Callab provides a demo route for teams to see the platform on their own infrastructure. [2][3]
Where Callab AI ranks
Current rankings. Positions come from public evidence, and no company can pay for a place. How we rank
The bigger picture
A customer wants the booking handled or the question answered without restarting the conversation. [1]
Callab puts AI agents and human staff on the same customer history, with live control when the conversation changes. [3][4]
More conversations handled, with people able to step in.
Written by SOTA2 from Callab AI’s public materials. Customer experiences and product plans are reported by Callab AI. Ranking analysis and comparison data are from SOTA2.