Centrical Introduces a Set of New AI-Driven Features

Centrical has announced a set of new AI-driven features.

These are aimed at enhancing performance, coaching, and development across frontline teams.

The updates are part of the company’s broader shift toward what it calls “Agentic AI”, designed to turn performance insights into integrated actions.

Gal Rimon, CEO and Founder of Centrical, shared his perspective on the new capabilities:
“This is where our vision comes to life. From day one, we’ve aimed to personalize how people grow and perform at work.

With Agentic AI, we’re now able to deliver intelligent, personalized support at the individual level, more autonomously than ever before. What once required broad employee segmentation can now adapt in real time to each person’s unique needs.

It’s simple to implement, actionable at scale, and fully open to the ecosystem surrounding every employee. Most importantly, it empowers them to take meaningful action and perform at their best.”

A key enhancement is an upgraded AI Assistant for team leaders. Now operating on a multi-agent architecture, the Assistant is said to support real-time, context-rich recommendations and automated actions by drawing on a wide range of performance data, learning progress, and external systems.

Managers using the tool report time savings and improved ability to support larger teams effectively. Looking ahead to the second half of 2025, Centrical plans to introduce several additional features, including:

• Personalized Success Plans that guide employee development using predictive analytics.
• AI-Powered Quality Evaluations, which automate conversation analysis and link insights to learning and coaching.
• Team Leader Effectiveness Insights, giving senior managers visibility into coaching impact and leadership performance.
• An AI Copilot for Operations Leaders, combining performance data, root cause analysis, and forecasting to support faster decision-making.

Centrical’s platform already incorporates generative AI for content creation and feedback analysis. These tools will now work in tandem with the new Agentic AI layer, enabling automated follow-up actions based on real-time performance trends.

The platform is designed to integrate with existing enterprise systems, streamlining workflows across contact centre, learning, scheduling, and productivity tools.

Justin Robbins, Founder and Principal Analyst at Metric Sherpa, shared his perspective on Centrical’s latest advancements: “Centrical is taking a significant step forward by operationalizing Agentic AI for frontline enablement. While many providers are still piloting isolated AI features, Centrical has moved into orchestrated execution – tying performance insights directly to coaching, learning, and quality actions.

For leaders, this means less time chasing data and more time driving outcomes. It’s a blueprint for turning AI investments into measurable performance gains at scale.”

Author: Centrical
Reviewed by: Rachael Trickey