Empathy Engine™ · Emotional-AI middleware
AI that hears how your customer feels — not just what they say.
Humae sits between your customers and your existing voice and chat systems. It reads emotional signals in every conversation and adapts tone, pacing, and escalation in real time — so automation stops sounding automated.
Raised pitch, rapid speech, interruptions detected. Engine slows pacing, drops scripted upsell.
Tension easing. Engine shifts to a warmer register and confirms the resolution plan step by step.
Calm, steady signal. Issue closed in one contact. No escalation, no callback.
Every conversation has an emotional arc. Most automation ignores it — and pays for that in escalations, churn, and repeat contacts. Humae makes the arc visible and acts on it.
The platform
Middleware, not a rip-and-replace.
Humae plugs into the IVR, chatbot, and contact-center stack you already run. Three capabilities, one API.
Read the signal
Real-time emotion and sentiment detection from voice and text — pitch, pacing, word choice, silence. Works across channels and languages, on live traffic.
Change the response
The engine adjusts tone, tempo, and dialog strategy mid-conversation: de-escalate, simplify, skip the script, or hand off to a human with full emotional context attached.
See the pattern
Emotional analytics across every contact: where frustration spikes, which flows create it, and which fixes actually move CSAT — evidence, not anecdotes.
How it works
One layer between your customer and your stack.
Deployment is an API integration, not a replatforming project. Humae is built by people who have shipped conversational AI inside large enterprise stacks — it respects the systems you already have.
Industries
Built for conversations where emotion is the stakes.
Healthcare
HIPAA-aware by design
Patients don't call about claims and refills in a neutral state — they call anxious, confused, or in pain. Humae detects distress early, softens automated flows, and routes the moments that need a human to a human, with context.
Designed around HIPAA-conscious data handling from day one, informed by hands-on healthcare compliance experience.
Telecom
Churn lives in the call
Billing disputes and outage calls are where loyalty is won or lost. Humae spots escalating frustration before the cancel request, adapts the flow in real time, and flags save-worthy moments to your retention playbook.
Fintech
Trust under pressure
Fraud alerts, declined payments, disputed charges — high-stress moments where a tone-deaf bot destroys trust. Humae keeps automated conversations calm, clear, and compliant when it matters most.
Why Humae
Built by operators who run conversational AI at scale.
Humae comes from fifteen-plus years shipping voice and conversational AI inside Fortune-10 telecom — platforms handling hundreds of millions of customer interactions a year. We've seen exactly where automation breaks trust, because we've run it at the largest scale there is. Humae is the layer we always wished existed.