DENVER, CO – June 8, 2025 — T2M Works today announced the release of Candace, the latest evolution of its agentic, AI-powered adaptive voice automation agent designed to improve customer interactions and reduce operational workload for MSPs.
Built on Azure AI Studio, Candace incorporates advanced memory reinforcement, emotional-signal detection, adaptive conversational flow, and intelligent escalation logic. These enhancements enable her to respond to caller tone, sentiment, and context in real time—traits historically limited to highly trained human agents.
Industry research highlights why this matters. According to Aberdeen Group, organizations that improve first-call resolution (FCR) see a 35% increase in customer satisfaction and a 20% reduction in operational costs. McKinsey reports that AI systems capable of emotional-signal interpretation improve service outcomes by up to 40%, while Gartner forecasts that by 2026, agentic AI will automate 25% of all frontline service interactions across MSP, telecom, and enterprise support environments. Candace aligns directly with these trends by reducing escalations, shortening handle times, and improving the accuracy of information captured during customer conversations. In early deployments, Candace 2.0 reduced misroutes by over 30% and increased successful, automated call handling by nearly 50%, while reducing call routing of solicitors to valuable human resources by an astounding 95%.
Beyond real-time interactions, Candace strengthens the broader Modern MSP ecosystem by feeding structured conversational insights into downstream workflows. Notes captured by Candace can automatically populate CRM records, provide updates to service tickets, launch onboarding tasks, or escalate issues to human agents with complete context. IDC research shows that organizations implementing agentic, workflow-integrated AI achieve up to a 60% improvement in staff productivity and 50% faster follow-up cycles, thanks to more accurate handoffs and reduced manual documentation. With Candace, companies gain a frontline experience that is more consistent, more responsive, and significantly more scalable—delivering the kind of differentiated customer experience that legacy call-handling models simply cannot match.
