Contact centre operators that build on a single AI provider risk being stuck with it. Braiin (Nasdaq: BRAI) is pitching the opposite with Force AI, a new orchestration layer in RADIUS, its contact-centre-as-a-service platform, which works with OpenAI, Anthropic's Claude, Google Gemini, Azure OpenAI and customers' own models.
Clients can switch between cloud and on-premises models, including open models such as Llama and Mistral, as cost, performance or regulatory needs change. Force AI can be deployed on-premises, in the cloud or in hybrid mode, which Braiin says matters for regulated sectors and government clients.
It powers three modules across voice, chat, messaging, email, social and video. AI Engage runs autonomous agents that handle routine requests and hand over to a person with full context when needed. AI Assist is a real-time co-pilot for human agents. AI Insight analyses every interaction for sentiment, trends and performance gaps, without manual sampling.
Braiin quotes up to 60% self-service containment for routine inquiries, over 92% intent classification accuracy, up to a 30% rise in first-contact resolution and 3 to 8 minutes less after-call work per interaction. It says these figures are indicative, drawn from selected client deployments, and that outcomes vary.
RADIUS handled more than 4.5 million customer interactions at 99.9% uptime in the twelve months to 31 March 2026, with live deployments for enterprise and public-sector clients in India and Southeast Asia. Real-time PII masking, automated auditing and audit trails are built in. Braiin cites Grand View Research in putting the global contact centre software market at USD 56.9 billion in 2026.
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