Cyara Agentic CX Trust Platform
by Cyara
Independent testing, monitoring and observability for AI agents in voice and digital customer service
Cyara Agentic CX Trust Platform tests, monitors and scores AI customer-service agents across voice and digital channels, before launch and on every live conversation. It is for contact-centre, CX and compliance leaders who need vendor-neutral evidence that their AI agents behave correctly and meet regulations.
Cyara Agentic CX Trust Platform, launched on November 2, 2026, bundles Cyara's customer-experience assurance products into one lifecycle for AI agents: test before release, monitor journeys end to end, and observe live conversations. The new piece is AI Trust Observability, which Cyara says scores 100% of live AI agent conversations against an enterprise's own quality and compliance policies, flags violations in real time and ties each verdict to the exact conversation turn, the reasoning and a timestamp. Regulation-linked scorecards ship as versioned packs for the EU AI Act, HIPAA, PCI DSS and GDPR, compliance gates sit apart from quality scores, and material production failures are turned into regression tests an agent must pass before its next release. The testing side uses AI-driven personas tuned by language, accent, tone and behaviour, injects background noise, barge-in and code-switching, runs calls over real carrier legs, and records latency, jitter, packet loss and MOS on every run; it covers hallucination, PII leakage, prompt injection, jailbreaks and escalation to a human. Journey monitoring spans 420+ carriers in 145+ countries, and the platform connects to 60+ AI agent platforms or homegrown agents, with Cyara's models or the customer's own. Cyara was founded in Melbourne in 2006, received a growth investment of more than US$350 million from K1 Investment Management in 2022, acquired chatbot-testing firm Botium, and says it serves 450+ enterprises including brands such as ADP, AT&T, Microsoft and Zoom. CEO Sushil Kumar took over in December 2025. Competitors in AI agent evaluation for CX include Sprinklr and Observe.AI.
A contact-centre or CX technology leader putting voice or chat AI agents in front of customers for billing, authentication or refunds, who must prove to compliance teams that those agents behave.
Audit-ready, vendor-neutral evidence on every AI agent conversation, plus pre-release tests that catch failures before customers hit them.
At a Glance
- Category
- Governance & Security
- Pricing
- Contact for pricing
- Target Market
- CIOs, Contact Center Leaders, CX Technology Teams, Compliance Officers
- Deployment
- Cloud-only
- Founded
- 2006
- Team Size
- 201-500
- Customers
- 450+ enterprises (vendor-reported)
Key Features
- ✓AI Trust Observability
Scores live AI agent conversations against the enterprise's own policies and flags quality or compliance violations as they occur.
- ✓Regulation-linked scorecards
Versioned scorecard packs for the EU AI Act, HIPAA, PCI DSS and GDPR, with tunable hard-stop rules per journey.
- ✓Traceable verdicts
Each score links to the exact conversation turn, the reasoning and a timestamp, giving auditors evidence instead of a dashboard number.
- ✓Persona-based agentic testing
AI-driven callers with set accents, languages, tones and behaviours test agents under noise, barge-in and mid-call code-switching before launch.
- ✓Failure-to-regression loop
Material production failures automatically become tests that an agent must pass before its next release ships.
- ✓End-to-end journey and carrier monitoring
Monitors paths from carrier through AI agent to human handoff across 420+ carriers in 145+ countries, with voice telemetry.
Capabilities
Use Cases
- •Pre-launch validation of a voice AI agent
Run golden-dataset tests across personas, scenarios and model versions to catch hallucinations, PII leaks and missed escalations before go-live.
- •Continuous compliance monitoring
Score every live conversation against HIPAA or PCI DSS rules and get real-time alerts when an agent breaks a hard-stop rule.
- •Independent oversight of third-party AI agents
Evaluate agents from several CX vendors with one neutral scoring layer instead of relying on each vendor's own analytics.
- •Model upgrade regression testing
Re-run the full test matrix when the underlying LLM changes, so a model update does not silently break authentication or refund flows.
- •Global IVR and carrier quality assurance
Monitor call quality, caller ID and journey completion across carriers and countries to find outages before customers report them.
Ideal For
Best For
- ✓Banks, insurers and healthcare providers deploying voice AI agents in regulated customer journeys
- ✓Contact centres running several AI agent vendors that want one independent scoring layer
- ✓QA teams replacing manual IVR and conversational-flow testing with automated, persona-based tests
- ✓Compliance teams that need EU AI Act, HIPAA, PCI DSS or GDPR evidence tied to specific conversations
- ✓Enterprises monitoring carrier and call quality across many countries
Not Ideal For
- ✗Teams building text-only internal copilots or developer agents, where general LLM evaluation tools are cheaper and closer to the code
- ✗Small businesses with a single chatbot: reviewers describe the cost as high and setup as complex, and there is no published self-serve plan
- ✗Organisations whose call flows change weekly and that lack QA staff to maintain tests; reviewers say maintenance is a burden when flows change often
Deployment
Market & Ratings
450+ enterprises (vendor-reported)
Market Analysis
Pros
- ✓Long track record in IVR and contact-centre testing since 2006, with large-enterprise logos
- ✓Reviewers credit it with cutting manual IVR and conversational-flow testing
- ✓Covers voice quality and carrier legs, not just transcripts
- ✓PII masking, role-based access and audit logs noted by reviewers
Cons
- ✗Steep learning curve and complex initial setup, according to multiple reviewers
- ✗Slow UI and hard-to-maintain tests when call flows change often
- ✗False positives such as speech-to-text errors that need manual triage
- ✗Functional, safety and agentic voice testing grew up as separate products (Botium, AI Trust, agentic testing), and the agentic voice testing only shipped in March 2026
- ✗No public pricing, and reviewers call the cost high; the 100% coverage claim for AI Trust Observability is vendor-reported
Pricing
Enterprise
Contact for pricing
- ✓Test, Monitor and Observe modules
- ✓60+ AI agent connectors
- ✓Regulation-linked scorecards
- ✓Demo on request
Cyara publishes no list prices; every page routes to a demo request, and the AWS Marketplace review listing shows no pricing either. Reviewers on that listing describe the cost as high. Expect an enterprise contract scoped by modules (Test, Monitor, Observe), channels and journey volume.
Security & Compliance
Sources
This page was written from 7 sources, 4 on domains other than cyara.com.
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