Handle focused inbound enquiries and prepare clear follow-ups.

Description

The Call Center Agent SAM is a Digital Employee for customer experience teams. Its job: handle focused inbound enquiries and prepare clear follow-ups. It works from your approved knowledge, keeps a memory of past conversations and hands decisions to the people you name.

Use cases

• Receive call briefHandled by the Call Center Agent SAM and logged for your review.
• verify requestHandled by the Call Center Agent SAM and logged for your review.
• consult approved answersHandled by the Call Center Agent SAM and logged for your review.
• record follow-upHandled by the Call Center Agent SAM and logged for your review.

How this SAM helps

Receive call brief → verify request → consult approved answers → record follow-up

Knowledge it needs

Add the procedures, examples and exceptions relevant to this role. Assign an owner to keep that guidance current.

You set the authority

Disclose AI identity; transfer emergencies, sensitive cases and commitments

Track the result

First-contact resolution

Emotional intelligence

This SAM includes ANNA's emotional-awareness layer. Sentiment recognition reads tone, words and context so it can slow down for an anxious customer, acknowledge frustration and hand over to a named person when a conversation needs a human touch.

• Powered by ANNA — Advanced Neural Network Architecture
• Directed and governed by your AIM System
• Human approval kept for binding decisions
• Full analytics and audit trail

How to reach this SAM

Reach this SAM — and let it reach your customers and team — through the channels you switch on. Access is scoped to the role and the actions you authorise.

• PhoneConfigured to your procedures, permissions and connected systems.
• SMSConfigured to your procedures, permissions and connected systems.
• AIIT Command CenterConfigured to your procedures, permissions and connected systems.
• Mobile SAM ManagementConfigured to your procedures, permissions and connected systems.
• EmailConfigured to your procedures, permissions and connected systems.
• Web chatConfigured to your procedures, permissions and connected systems.
• WhatsApp BusinessConfigured to your procedures, permissions and connected systems.
• Microsoft TeamsConfigured to your procedures, permissions and connected systems.
• Human handoverConfigured to your procedures, permissions and connected systems.
• Custom channelsConfigured to your procedures, permissions and connected systems.