Connect ANNA, SAM Digital Employees and contact-centre teams across inbound support, outbound sales, collections, technical helpdesk and governed back-office operations.
Discuss Contact Centres
Signals, knowledge and decisions move through a controlled journey built around Contact Centres operations. Each point represents a person, trusted information, a business rule or a connected system contributing current context.
AI assistance and human judgement stay connected as each interaction progresses. Intelligence supports understanding and action while explicit controls preserve confirmation, authority and escalation.
Industry workflows carry their own language, expectations and decision points. AIIT starts with those operating realities, mapping where automation can make access simpler and where specialist judgement, policy checks or sensitive handling must remain central.
For Contact Centres, the first step is to define the journey in operational terms. AIIT identifies the questions people ask, the information required, the systems involved and the moments where confidence or authority changes. This creates a bounded design that teams can review before automation is introduced.
The experience can then combine Omnichannel inbound service and approved outbound campaigns, Live employee guidance, cognitive search and translation, Ticket triage, technical diagnostics and skilled routing. Approved knowledge provides grounding, workflow rules preserve required steps, and integration points connect the conversation to current business context. If the request becomes uncertain, sensitive or exceptional, the interaction can pass to a person with the relevant history attached.
Implementation should progress in observable stages. A focused first journey gives stakeholders space to test language, decision boundaries, handovers and operational ownership. Feedback from real use can inform measured refinement without turning the system into an uncontrolled collection of disconnected responses.
The potential value is practical: Extend consistent service across operating hours; Give employees approved knowledge and complete context; Coordinate front-office and back-office work; Scale controlled capacity without losing human judgement. The exact result depends on the organisation, its source information and the process being improved, so AIIT keeps discovery centred on the work itself rather than making assumptions about outcomes.
Operating ownership continues after launch. Source information needs responsible owners, journey changes need review and service teams need a clear way to report unexpected behaviour. These routines help the capability stay connected to current business practice rather than becoming a static layer around a changing process.
AIIT brings operational and technical perspectives into the same conversation. This helps teams evaluate not only whether a journey can be automated, but whether it can be supported, governed and improved with confidence over time.
AIIT combines ANNA customer conversations, live employee assistance and SAM Digital Employees in one governed operating model. BPOs can support multiple programmes and channels without isolating automation from the people and systems that complete the work.
Deliver consistent inbound service, routine resolution and multilingual assistance across extended operating hours.
Run approved outbound outreach, qualification and appointment journeys, then pass sales-ready conversations to people with context.
Coordinate reminders, verification, permitted payment journeys and sensitive human escalation through controlled workflows.
Classify documents, validate information, update systems, prepare reports and maintain an audit-ready work trail.
Triage tickets, guide first-level troubleshooting, provide status updates and transfer diagnostics with the customer.
ANNA can answer the first contact, retrieve approved information, complete suitable actions and bring in a person without making the customer begin again.
Customer “Hi ANNA, my internet service keeps dropping and I have already restarted the router.”
ANNA “I can help check the service and record what you have tried. After I verify the account, I’ll run the approved first checks.”
Customer “It looks like I need a technician.”
ANNA “I’ll connect you with technical support now. They will receive the test results, your account context and this conversation.”
Support inbound service and governed outbound activity with shared context, channel-aware controls and a clear path to a human employee.
Natural inbound and approved outbound calling
Web, app and messaging conversations
Two-way reminders, updates and secure links
Triage, response and attachment workflows
Understand the contact, verify context where required and resolve suitable requests from approved knowledge and connected systems.
Support notifications, renewals, surveys, telemarketing, qualification and appointment scheduling within consent and contact controls.
Configure supported languages for voice and digital service, with translation controls and human review where needed.
Move between voice, chat, SMS, email and a person without discarding useful, permitted conversation context.
Complete appointments, status checks, common updates and frequently requested service actions end to end.
Transfer complex, sensitive or high-value conversations with a structured summary, verified context and suggested next step.
The workspace listens to the authorised interaction, retrieves relevant knowledge, supports the employee through the conversation and prepares the work that follows. Suggestions remain reviewable and permissions control available actions.
Surface approved prompts, procedural steps and next-best actions while the employee remains in control.
Identify conversational cues that may require empathy, a different approach or specialist intervention.
Search access-controlled articles, manuals, policies and client knowledge without leaving the interaction.
Extract, compare and summarise relevant content from forms, PDFs, spreadsheets and correspondence.
Prepare concise interaction notes, dispositions, commitments and follow-up tasks for review.
Check organisation-defined steps and selected language during or after the interaction.
Support suitable chat, audio, video, screen-sharing and translated interactions around one customer context.
Provide approved product information, offer context and escalation guidance for sales, cross-sell and retention teams.
SAM Digital Employees can handle the administrative work behind the interaction: classifying requests, validating information, matching records, updating systems, routing tickets, processing emails and preparing reporting.
Classify intent, urgency, customer context, document type and any risk or sensitivity that changes the permitted path.
Send the work to the correct queue, department, Digital Employee or skilled person with the information already gathered.
Complete permitted system actions, communications and follow-up, or prepare a clear exception for authorised human resolution.
Instead of separate point solutions for each channel, the AIIT approach connects customer contact to the knowledge, systems, people and actions required for closure.
ANNA handles natural customer conversations across voice, chat, SMS and email for inbound and approved outbound service.
Human employees receive live knowledge, prompts, translation, summaries and customer context in one role-aware workspace.
SAM Digital Employees coordinate tickets, documents, data validation, system actions, approvals, reporting and follow-up.
Build controlled knowledge from approved files, spreadsheets, PDFs, web content and connected enterprise sources.
Configure journeys, decision points, handovers and integrations visually, with technical controls where complexity requires them.
Inspect volumes, intents, outcomes, quality signals, handovers, unresolved work and employee-assistance usage.
CCaaS and telephony · SIP and phone numbers · CRM · Ticketing and service management · Workforce systems · Payments · Identity and verification · Knowledge bases · Document systems · Reporting and analytics
Speech recognition and generation can power ANNA, employee assistance, transcription and analytics. Language, accent, noise, vocabulary, latency and deployment requirements are tested against the real use case.
Turn live conversations into immediate text for assistance, summaries, search and approved analytics.
Use natural, low-latency voices for responsive telephone and digital voice journeys.
Recognise speech, silence and turn-taking signals so conversations feel responsive rather than scripted.
Tune recognition for client names, products, locations and specialist terminology.
Support live interactions as well as permitted post-interaction transcription and analysis.
Assess cloud, private, hybrid or on-premise requirements against the organisation’s technical and governance needs.
BPO environments require clear separation between client programmes and explicit control over what Digital Employees and human employees may access. AIIT designs permissions, knowledge boundaries, escalation, monitoring and records around the actual operating obligations.
Technology does not by itself guarantee regulatory compliance or eliminate operational responsibility. Specific privacy, security, hosting and assurance requirements are validated for each implementation.
Configure Digital Employees around the client programme, knowledge, systems, service levels and authority boundaries.
Limit access by role, isolate client information and ground responses in approved sources.
Coordinate voice, chat, email, SMS, images, documents and spreadsheets through one operating model.
Support multi-client queues, variable demand, quality controls, handovers and measurable service outcomes.
Use agreed analytics to understand demand, service paths, employee assistance, quality and exceptions.
Launch a bounded journey alongside existing operations, test it thoroughly and expand after measured review.
The platform can be designed for concurrent voice and digital demand and variable workloads. Capacity, telephony, integrations and human escalation are sized and tested for the organisation’s actual peak profile rather than assumed.
Many journeys can be configured through visual tools and reusable patterns. Bespoke integrations, complex security requirements and unusual workflows may still require engineering, testing and client approval.
Teams can define dashboards for volumes, intents, journey outcomes, handovers, resolution, quality signals, employee-assistance usage and unresolved work. The exact measures depend on the approved data and implementation.
AIIT can assess connections to CCaaS, telephony, CRM, ticketing, workforce, payments, identity, knowledge, document and reporting platforms through available APIs and approved integration patterns.
They are designed to absorb repetitive volume, after-call work and selected processes while assisting employees. People remain essential for judgement, empathy, complex resolution, client relationships and accountable decisions.
Yes. A controlled programme can run in parallel for a defined queue, channel, client or contact reason, with monitored handover and rollback arrangements before scope is expanded.
Each deployment defines isolation, encryption, access permissions, redaction, retention, logging and hosting controls appropriate to the data and the client’s obligations. Specific assurance requirements are confirmed during design.
The platform can be assessed for integration with environments such as Avaya, NICE CXone, Cisco, Genesys, Five9 and RingCentral, and with service platforms such as Salesforce, Zendesk, Jira and Oracle, subject to available interfaces, licensing and approval.
Choose inbound support, outbound qualification, technical triage, collections, document processing or live employee assistance. AIIT will map the journey, authority, integrations, handovers and measures before rollout.
A modern contact centre is a blend of people and Digital Employees. A Super Agent Model can man the front line across every channel — voice, SMS, email, WhatsApp, Facebook Messenger, Instagram and web chat — resolving routine requests end to end, capturing complete information for complex ones and handing over to human agents with full context. It also works alongside those agents as a real-time co-pilot.
SAMs work at machine speed. They answer instantly, hold many conversations at once, read knowledge articles in seconds and act in CRM, billing, ordering and ticketing systems without swivel-chair delays. They follow processes consistently and never tire at the end of a long shift. That makes them particularly powerful after hours, on weekends and on public holidays, when staffing is hardest and most expensive.
Almost any role in a contact centre that happens on the phone or on the computer can be supported or performed by a SAM, from first-line service to quality assurance, workforce reporting and after-call work.
Resolves common enquiries end to end across voice and digital channels.
Qualifies leads, presents offers and handles retention conversations within approved guidelines.
Walks customers through troubleshooting steps and raises tickets with full diagnostics.
Runs reminder, survey, renewal and notification campaigns at scale.
Listens to live calls, surfaces answers and suggests next best actions to human agents.
Writes summaries, dispositions and CRM updates automatically when calls end.
Reviews 100% of interactions for compliance, sentiment and process adherence.
Spots contact drivers, trends and emerging issues from every conversation.
Every contact is answered instantly on any channel — no queues, no hold music.
The SAM identifies intent, sentiment and urgency, and recognises returning customers.
Routine requests are completed end to end in your systems, with confirmation sent automatically.
Complex or sensitive contacts are routed to the best-skilled human with a summary and suggested actions.
During the human conversation, the SAM co-pilot surfaces knowledge and prompts.
Notes, dispositions and follow-ups are completed automatically, and every interaction feeds analytics.
A SAM can perform almost any role in an organisation that happens on the phone or on the computer — with the speed of software and the manner of your best team member. These capabilities come standard with every Digital Employee AIIT deploys for contact centres.
Each SAM has a name, a personality, a natural voice, a defined role and access to the systems it needs — onboarded like a new team member, not installed like software.
SAMs speak with customers and also operate business applications: reading records, completing forms, updating systems and generating documents.
Structured tasks are completed in seconds, following your rules the same way every time, with validation checks and confidence thresholds that route uncertain cases to people.
No rosters, sick days or penalty rates. SAMs answer at 3am, on weekends, at Christmas and during unexpected surges.
A SAM can handle multiple simultaneous calls and chats, so customers are answered immediately instead of waiting in a queue.
Human-like speech with a Kiwi accent as standard, fast response times and clear audio on real phone numbers.
Voice, SMS, email, WhatsApp, Messenger, Instagram and web chat share one memory, so customers never repeat themselves.
SAMs remember previous interactions, pick up dropped conversations and recognise returning customers.
Tone, sentiment and stress cues are recognised, and SAMs adapt their language — or hand over to a person — when empathy matters most.
SAMs can be configured to converse in multiple languages, serving diverse New Zealand and international customers.
When a person is needed, the conversation transfers with a summary, so no customer has to start again.
Per-client data isolation, encryption, role-based permissions and complete audit trails of every action.
Every interaction is recorded, transcribed and summarised for quality assurance and compliance.
Performance is monitored, gaps identified and knowledge and processes updated across every SAM at once.
More than two-thirds of the hours in a year fall outside a standard working week. Add weekends, Matariki, Waitangi Day, Easter, ANZAC Day, Labour Weekend and the long Christmas break, and most organisations are effectively closed for much of the time their customers need them. SAM Digital Employees keep contact centres services running through all of it — answering, resolving, recording and preparing work so your team starts each day ahead rather than behind.
There are no overtime premiums, no rostering gaps and no drop in quality at 3am. Every after-hours contact receives the same careful, compliant handling as a mid-morning call, and anything that genuinely needs a person is escalated according to your on-call rules.
Contact centres are planned around forecasts, and forecasts are always wrong on the busiest days. Outages, product launches, weather events and marketing campaigns create spikes no roster can absorb. SAMs scale with demand: extra Digital Employees can be brought online instantly, so customers are answered immediately instead of abandoning in a queue.
After hours and on public holidays, SAMs provide full service without penalty rates or rostering headaches. Human teams can be scheduled for the hours and tasks where people add the most value.
When SAMs handle repetitive contacts and after-call work, human agents spend their time on meaningful, complex conversations. A real-time co-pilot means they never have to search for answers or remember every policy detail. New starters become productive faster, experienced agents experience less burnout, and customers get consistent answers whichever person or Digital Employee they reach.
Because SAMs transcribe, summarise and categorise every interaction, leaders gain a complete, searchable view of why customers are contacting them. Emerging issues can be spotted within hours, knowledge gaps identified automatically and process fixes measured. Quality assurance moves from sampling to full coverage.
Every SAM begins with discovery. We map the roles, conversations and computer tasks you want a Digital Employee to take on, the systems involved, the rules it must follow and the points where people must stay in control. We then design its persona, voice, knowledge and permissions, integrate it with your platforms, and test it against real scenarios before a controlled launch.
After go-live, AIIT monitors performance, reviews conversations, and continuously improves knowledge and workflows. Most organisations start with one high-volume use case, prove the value, then add further roles until SAMs become a natural part of the workforce. Outcomes vary with call volumes, processes and integrations, so we agree measurable goals with you up front and report against them openly.
Most automation in contact centres has been built as tools: a form here, a menu-driven phone system there, a chatbot answering a handful of FAQs. Each one handles a fragment of the work and pushes everything else back to people. A SAM is different because it is designed around a role rather than a feature. It is given a job description, the knowledge and systems access that job requires, the policies it must follow and the boundaries of its authority — exactly as you would onboard a new employee.
That shift matters. Instead of asking "which questions can the bot answer?", contact centres leaders can ask "which parts of this role can a Digital Employee take on completely, and where should a person step in?" The answer is often far more than expected: gathering information, checking it, updating systems, explaining next steps, sending confirmations and following up are all tasks a SAM can complete from start to finish.
On structured work, SAMs operate at a pace no human can match. Reading a forty-page document, comparing figures across several systems, filling in a multi-screen form or drafting a detailed summary takes seconds rather than minutes. Just as importantly, SAMs do it the same way every time. They do not skip a step because it is late in the shift, forget a disclosure because the customer was chatty, or mistype a reference number.
Accuracy is engineered, not assumed. AIIT designs every SAM with validation against source systems, confidence thresholds, mandatory-field checks and clear rules for escalation. When a SAM is unsure, it says so and hands the task to a person with everything gathered so far. Every action is logged, so results can be audited and improved continuously.
The goal is not an organisation without people; it is an organisation where people spend their time on work that genuinely needs them. In contact centres, that means judgement, empathy, negotiation, complex problem-solving and relationships. SAMs take the repetitive volume, the after-hours shifts, the peaks and the administrative follow-through, and they act as real-time co-pilots for staff during live conversations.
Teams that work alongside SAMs typically find their days change shape: fewer interruptions, less data entry, cleaner handovers and more time for customers who need a human touch. New staff ramp up faster because a co-pilot is always available to answer procedural questions, and experienced staff can focus on the cases where their expertise makes the biggest difference.
Deploying Digital Employees in contact centres requires the same discipline as hiring people into regulated roles. AIIT defines exactly what each SAM may see, say and do; configures approval steps for high-impact actions; and aligns behaviour with your privacy, security and conduct obligations. Per-client data isolation, encryption, role-based access and full audit trails are standard.
We also recommend transparency with customers. SAMs can introduce themselves as digital assistants while still sounding warm and natural, and customers can always ask for a person. Clear disclosure, consistent behaviour and easy escalation build trust — and trust is what allows Digital Employees to take on more responsibility over time.
Every SAM deployment starts with agreed measures. Depending on the role, these may include answer rates, time to resolution, completed tasks without human intervention, after-hours contacts handled, document completeness, customer satisfaction, staff time released and cost per interaction. Dashboards make these visible from day one, alongside recordings and transcripts that show exactly how each outcome was achieved.
Results vary with volumes, processes and integrations, so AIIT does not promise a universal figure. Instead, we start with a focused use case in contact centres, measure it honestly, and expand to further roles once the value is proven. Many organisations find that the first SAM pays for its own expansion by revealing just how much of the workload was repetitive, rules-based and ready for a Digital Employee.
At 6am, while the office is still dark, your contact centres SAM is already working. It has answered overnight calls and messages, completed the routine requests end to end, and prepared a tidy list of everything that needs a person, each item with a summary, the relevant records attached and a suggested next step. When your team logs on, they start with decisions, not detective work.
Through the day the SAM handles the morning rush without a queue, takes on the repetitive contacts that would otherwise interrupt skilled staff, and works quietly in the background on computer tasks: updating records, reconciling information between systems, chasing outstanding documents and sending confirmations. During live conversations it listens alongside your people, surfacing policy answers and drafting notes so nothing is missed.
In the evening, at weekends and on public holidays, it simply keeps going. A customer who rings at 10pm on Boxing Day receives the same careful, informed and friendly service as one who calls at 10am on a Tuesday. Nothing is left to voicemail, and nothing waits unnecessarily for the next business day.
The most successful contact centres programmes start small and specific. Choose one role or journey with high volume, clear rules and measurable outcomes — for example after-hours contacts, document collection or status updates. AIIT works with your team to map that journey, define what good looks like, identify the systems involved and agree where people must remain in control.
We then design your SAM's persona, voice and knowledge, connect it to the required platforms, and test it thoroughly with realistic scenarios, including difficult and unusual ones. A controlled launch follows, with close monitoring and rapid refinement. Once the first Digital Employee is performing well, additional roles can be added using the same foundations, building a digital workforce that grows with your organisation.
Talk to AIIT in Auckland about where a SAM could make the greatest difference in your contact centres operation. We will help you identify the opportunity, estimate the effort involved and plan a practical first step.
Although SAMs are best known for answering calls and messages, many of the most valuable Digital Employee roles in contact centres sit behind the scenes. Any role that is performed on a computer, following documented steps across business applications, is a candidate. SAMs can prepare reports, reconcile data between systems, check forms for completeness, triage inboxes, draft correspondence for approval, schedule work, monitor queues and flag exceptions for human review.
Internal service desks are another strong fit. Staff can ask a SAM how to complete a procedure, where to find a document or what policy applies to an unusual situation, and receive an accurate answer drawn from approved knowledge in seconds. HR, IT and finance teams use the same approach to handle routine employee requests around the clock.
Because each SAM shares the same secure foundations — identity, permissions, knowledge, memory, logging and handover — adding a new role is far faster than building a new system. Over time, organisations in contact centres can assemble a coordinated team of Digital Employees, each specialised in its role, collaborating with one another and with people to deliver a faster, more consistent and more resilient operation.
Throughout, the principle stays the same: SAMs take on the work that is repetitive, rules-based, time-sensitive or out of hours, and people keep ownership of judgement, relationships and accountability.
ANNA OS provides the conversational intelligence. Each Super Agent Model becomes a specialist Digital Employee. The AIIT Agentic Intelligence Management system gives your Contact Centres organisation the controls to direct, measure, govern and expand the whole team.
Customers can move between voice, web chat, SMS, email, WhatsApp, Messenger, Instagram and other approved channels while AIM preserves the relevant journey context and operating rules.
Yes. SAMs integrate with common contact-centre platforms, SIP trunks and phone numbers.
It takes on repetitive work and peaks so your agents can focus on complex, high-value conversations.
A focused first use case can often be designed, built and tested in weeks, then expanded.
Containment, resolution, customer satisfaction, handle time and cost per contact, all visible in dashboards.
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Design my SAMBrowse 81 Typical SAM Roles — from receptionist and claims specialist to compliance, sales and operations — each a Digital Employee powered by ANNA and managed by AIM.
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