MEET YOUR PRODUCT AND SERVICE SUPPORT SPECIALIST SAMTurn approved product knowledge into useful assistance.
Configure this SAM around your business procedures, approved knowledge and connected tools. Start with a focused workflow and expand its responsibilities as the results justify it.
Design this SAMDescription
The Product and Service Support Specialist SAM is a Digital Employee for customer experience teams. Its job: turn approved product knowledge into useful assistance. It works from your approved knowledge, keeps a memory of past conversations and hands decisions to the people you name.
Use cases
- Identify issueHandled by the Product and Service Support Specialist SAM and logged for your review.
- retrieve guidanceHandled by the Product and Service Support Specialist SAM and logged for your review.
- resolve or escalateHandled by the Product and Service Support Specialist SAM and logged for your review.
How this SAM helps
Identify issue → retrieve guidance → resolve or escalate
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
No unsupported safety or warranty promises
Track the result
Verified resolution rate
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.
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Start a conversation about product and service support specialist.
Tell us what you want to improve. Your enquiry will go directly to the AIIT team in Auckland.