GetVocal, Europe’s leading provider of conversational AI agents for enterprise customer support, announced it has been named Customer Experience Platform of the Year in the 2026 RetailTech Breakthrough Awards.
The RetailTech Breakthrough Awards recognise the world’s most innovative companies, products and services in retail technology. Winners are assessed by an independent panel of industry experts against key criteria such as innovation, performance, user experience, functionality, market impact and value.
Since its founding in 2023, GetVocal has helped retailers manage high volumes of customer enquiries without compromising trust, brand integrity or service quality. The AI Agent platform combines the conversational power of generative AI with its proprietary ContextGraphOS that governs execution and ensures every single AI decision is structured and traceable.
In March 2026, GetVocal launched the Agent Control Tower, one platform where a small team of expert humans governs an entire AI agent fleet in real time. Operators step in as decision-makers on high-stakes moments and as coaches on edge cases. Every intervention feeds back through the Human-AI Flywheel, making both human and AI agents smarter with each conversation. Enterprises scale automation without giving up trust or oversight while staying compliant with emerging regulation including the EU AI Act.
Today, more than 100 teams across 23 markets use GetVocal to manage customer interactions every day. Retail partners report up to 70 percent deflection within three months of launch, 45 percent higher self-service resolution rates and 31 percent fewer live escalations compared with other solutions on the market, while maintaining strong customer satisfaction scores.
“Winning Customer Experience Platform of the Year is a credit to the commitment and progress our team has made with retailers across the market,” said Roy Moussa, co-founder and CEO of GetVocal. “Retailers want the speed and scale of automation, but not at the cost of AI hallucinations and broken customer trust. Our platform is designed to keep humans in control, giving customer support teams confidence that conversational AI adoption can be safe, effective and transformational.”
By combining speed, governance and human oversight, GetVocal enables customer experience support that can scale, while giving teams time back to focus on the moments that shape long-term loyalty.
About GetVocal
GetVocal helps enterprise contact centres resolve more, faster and with full control. Its platform builds a living model of how your business works, orchestrates an AI fleet across every channel, that gets smarter with every conversation through a Human-AI flywheel.
AI that builds trust, not risks it. Trusted by Vodafone, Deutsche Telekom, and Glovo.
Visit https://www.getvocal.ai/