The human-AI flywheel: Why your best people are your best AI strategy

Revolutionizing Customer Support: GetVocal AI’s Human-AI Flywheel Takes Center Stage at Web Summit Vancouver 2026

Mr. Sebastiao Zaragoza, Co-Founder and CCO of GetVocal AI, introduced his Paris-based startup at Web Summit Vancouver 2026. GetVocal AI specializes in conversational AI, aiming to overcome the frustrations of current customer support, such as ineffective chatbots and inaccessible phone numbers. Their platform provides comprehensive, multi-channel support (voice, chat, image) designed to genuinely resolve customer queries.

Three years ago, GetVocal AI recognized that while CEOs sought rapid AI adoption, many solutions lacked robust foundations. Unlike competitors focused on “sexy demos” that often led to execution failures and negative publicity, GetVocal AI prioritized building a platform for orchestrating complex conversations. This approach ensures human oversight, preventing the public AI failures that can damage brand reputation.

GetVocal AI’s core innovation is the “human-AI flywheel.” This organic framework enables AI to continuously learn from every interaction, enhancing its intelligence and expanding its ability to handle diverse scenarios. Crucially, all AI responses are controlled and validated by human teams before deployment, guaranteeing accuracy and eliminating “hallucinations.”

The human element of the flywheel empowers support teams. With AI managing routine inquiries, human agents gain valuable time to address complex issues and cultivate stronger customer relationships. They serve as validators, refining the AI’s knowledge. This collaborative model allows businesses to scale operations for ten times less cost than relying solely on human teams.

The system offers natural text and speech interactions, making customer conversations feel authentic. The AI understands intent, makes decisions, and learns. When the AI encounters a blockage, it seamlessly transfers to a human or seeks assistance, mirroring human team collaboration. This leads to an average deflection rate of approximately 80%, resolving a high percentage of issues with trust.

GetVocal AI significantly reduces average handling time (AHT) compared to outdated IVR systems. Leveraging Large Language Models (LLMs), the platform performs sophisticated intent analysis, understanding customer needs even from indirect phrasing. This advanced capability contributes to higher Customer Satisfaction (CSAT) scores, a key metric for clients, by ensuring fast, accurate, and reliable resolutions.

Mr. Zaragoza emphasized GetVocal AI’s success in regulated industries like telecoms, banking, insurance, healthcare, and government. Their platform’s ability to deploy conversational AI at scale with full trust—knowing precisely what the AI will say and when—makes it ideal for these sectors. He invited attendees to visit booth G1-11 at Web Summit Vancouver 2026 for demonstrations and case studies.