Keep customer cases consistent across voice, email and chat.

Description

The Contact Center Agent SAM is a Digital Employee for customer experience teams. Its job: keep customer cases consistent across voice, email and chat. It works from your approved knowledge, keeps a memory of past conversations and hands decisions to the people you name.

Use cases

• Identify customerHandled by the Contact Center Agent SAM and logged for your review.
• reconcile channel historyHandled by the Contact Center Agent SAM and logged for your review.
• prepare responseHandled by the Contact Center Agent SAM and logged for your review.
• route unresolved caseHandled by the Contact Center Agent SAM and logged for your review.

How this SAM helps

Identify customer → reconcile channel history → prepare response → route unresolved case

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

Consent and identity checks apply; humans approve sensitive disclosures

Track the result

Cross-channel case continuity

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.