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Gridspace

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Overview

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Gridspace is an applied AI company specializing in advanced conversational AI and voice technology for contact centres. Its flagship products, Grace (a professional virtual AI agent) and Sift Analytics (a powerful contact centre automation platform), are engineered to enhance customer experiences, improve efficiency, and drive revenue. Developed by speech experts from Stanford and MIT, Gridspace’s technology encompasses automated speech recognition (ASR), text-to-speech (TTS), dialog systems, and large language models (LLMs), processing billions of minutes of speech annually. Gridspace is trusted by leading global companies and offers robust compliance with PCI Level 1, SOC 2 Type 2, GDPR, HITRUST, and HIPAA standards.

How It Works

  • Foundational AI Models: Purpose-built ASR, TTS, dialog systems, and LLMs tailored for contact centres.
  • Grace Deployment: Set up as an inbound line or for proactive outbound campaigns; handles bookings, payments, and FAQs naturally.
  • Hybrid Workforce: Seamlessly coordinates with human agents, allowing call transfers and collaborative workload tag-teaming.
  • Customisation: Update and personalise agents in minutes—no coding required. Leverage existing data sources and connect to databases.
  • Sift Analytics: Real-time conversation analysis, highly accurate transcription, automated call summaries, and insight discovery.
  • Performance Monitoring: Analyses tone and sentiment, scores agents, and provides actionable reports to improve service.
  • Integrations: Connects easily with leading telephony and back-office systems (Amazon, Avaya, Salesforce, Shopify, etc.).

Use Cases

Customer Service Automation
Automate Level 1 and Level 2 voice support tiers, delivering consistent, friendly voice interactions and efficient inbound call resolution.
Healthcare Administration & Appointment Booking
Manage patient information, direct urgent cases, schedule medical appointments, and facilitate pharmacy transactions using conversational AI.
Lead Qualification & Financial Services
Qualify leads for real estate, facilitate account management and compliance, and enhance financial advisory and authentication workflows.

Features & Benefits

  • Natural Voice & Dialog: Realistic, multi-turn, personable conversations
  • Automated Routine Tasks: Bookings, appointment management, payments, account queries
  • Comprehensive Compliance: Certified PCI Level 1, SOC 2, GDPR, HITRUST, HIPAA
  • Rapid Customisation: Update call flows/playbooks in minutes, no developer needed
  • Near-Human Accuracy Transcription: Reliable, accurate speech-to-text for analysis
  • Scalable Call Handling: Supports 50,000+ concurrent calls, removes hold times
  • Hybrid Workforce Optimisation: AI and human agent collaboration
  • Extensive Integrations: 100+ voice and back-office system integrations
  • Outbound Calling & Autodialer: Proactive engagement, reminders, and surveys
  • Live Transfers & Monitoring: Safe hand-off to human agents when needed
  • Real-time Conversational Analysis: Issue/opportunity identification during live calls
  • Automated AI Call Summaries: Concise overviews for quick review
  • Tone & Sentiment Analysis: Detects emotions, informs CX strategy
  • Agent Performance Scoring: Metrics and insights for coaching
  • Secure Data Storage: Centralised, protected storage for all interaction data

Target Audience

  • Contact Centres: Especially those with 20,000+ seats or large call volumes seeking automation and efficiency
  • Regulated Industries: Financial services, healthcare, and businesses needing robust compliance
  • Customer Service Managers & Operations Leads: Aiming for improved first call resolution and real-time insights
  • C-Suite Executives: Focused on revenue, cost savings, and strategic conversational insights
  • Agents & QA Teams: Front-line teams benefitting from AI-assisted validation and coaching
  • Data Scientists: Extracting rich, accessible insights from speech data
  • Developers: Leveraging APIs for internal app integration
  • Industries: Healthcare (pharmacies, clinics), Real Estate, Hospitality, and Utilities

Pricing

Gridspace Grace (AI Agents)
  • Essential Plan: £90/month (10 hours/month)
    • Toll Free or Local Number, Natural Voice & Dialog, Template Call Flows & Playbooks, Live Transfers & Monitoring, Transcription, Analytics & Reporting, Regulatory Compliance, 100+ Integrations, Configurable Working Hours
  • Growth Plan: £250/month (30 hours/month)
    • All Essential features plus Outbound Calling & Autodialer, Unlimited Post-Call SMS, Number Porting, Fully Integrated Back-office, Custom Integrations, Custom Reports
  • Professional Plan: £840/month (100 hours/month)
    • All Essential & Growth features plus Branded Calling ID, White Glove Onboarding, 3 Custom Call Flows & Playbooks, Dedicated Account Manager
  • Enterprise Plan: Custom Pricing
    • High Volume Pricing, Custom Deployments, Premium Support, Full Regulatory Compliance
  • Trial Offer: Free to try, no commitment, with possible added development credits. Production charges based on minutes used.
Gridspace Sift (Insights & Answers with AI)
  • Advanced Analytics: £1/hour of calls
    • Search, analyse and visualise, near-human accuracy transcription, automated summaries, sentiment analysis, agent scoring
  • Question Answering: £1/100 answers
    • Consulting-style insights from your calls, search across audio, identify issues over time
  • Secure Storage: £0.0015 GB/day
    • Store and protect media, transcripts, agent scoring and sentiment data in one place
  • Custom Plan: Custom Pricing available for bespoke requirements

FAQs

Who is Gridspace?

Gridspace is an applied AI company and the creator of Grace, specialised in voice technology and AI software for contact centres, with over a decade serving major clients.

Why voice AI?

Voice AI allows unlimited, proactive customer engagement, reducing hold times and increasing satisfaction, revenue, and efficiency for contact centres.

What makes Gridspace unique?

Gridspace provides a unified, all-in-one platform enabling rapid, low-effort deployment and ongoing management of voice AI agents, removing the need for multi-vendor coordination for updates.

Is Gridspace scalable & reliable?

Yes. Gridspace powers AI for contact centres with over 20,000 seats and demanding compliance requirements, offering solutions for both single use cases and platform-wide deployments.

How does Gridspace approach AI differently?

Gridspace develops bespoke speech and language models specifically for contact centre needs and provides tailored applications for operators and developer-friendly APIs.

Is Gridspace safe & secure?

Absolutely. With over a decade working with regulated businesses, Gridspace is fully certified for PCI Level 1, SOC 2 Type 2, GDPR, HITRUST, and HIPAA, and offers comprehensive data privacy controls.

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