Support & service
The shift ends with forty calls still to tag by hand, and half the floor started three months ago and asks the same question every day. Inferana summarises, tags and answers from your procedures inside your own infrastructure.
What each regulation in your sector requires, and which part of that the deployment solves.
Tell people they are dealing with an AI; inferring employee emotions at work is prohibited.
We do no emotion analysis on agents. Open models with published documentation and an audit trail of every query for your assessment.
Minimisation and confidentiality of the personal data that shows up in calls, tickets and transcripts.
Prompts and responses are never stored or used to train models, and processing runs in the EU or in your data centre.
Confidentiality of the communication and safeguards for recording a call involving both parties.
Transcripts are analysed by models running on your own infrastructure, with no copy of the conversation sent to a third party.
Protect cardholder data wherever it ends up, including call recordings and their transcripts.
No storage of prompts or responses, and deployment inside your own environment, within the scope you already have certified.
The same ones you already use, specific to your sector.
Volume does not drop, the floor turns over every few months, and average handling time is the only number the client looks at. What follows is always the same:
I train a new intake every month and we churn forty per cent a year.
TrainingThe shift ends and the disposition codes are still not in.
Floor supervisionWe listen to two per cent of the calls and sign off the rest.
Quality leadEvery agent answers something different because the procedure is two years old.
Knowledge managementFifteen seconds of handling time decide whether the contract makes money.
Operations leadWe serve six clients and none of them wants their data near the others.
Service deliveryThe works council asks whether we plan to score how agents feel.
Employee relationsIt takes the repetitive work: the call summary, the disposition code, the first-line answer already written in the procedure. The hard conversation, the one with a real complaint behind it, stays with a person. What changes is where the agent's time goes.
From your sources, with the article each answer came from in plain sight. If that article is stale, the answer comes out stale, and that is where you see what needs fixing. Comparing what agents answer against what the procedure says surfaces the list of what nobody has updated. Maintaining the base stays your job.
On our side no copy remains: prompts and responses are never stored. Even so, the sensible move is to mask them first, and open models can detect and replace the number inside your own environment. PCI DSS scope and certification stay yours.
Yes, by measuring the work. Art. 5 of the AI Act prohibits inferring an employee's emotions in the workplace, so we do not offer that analysis. Checking whether the procedure was followed, whether the mandatory disclosure was given or whether the case was resolved sits on the permitted side, and the record of every query lets you review how the score was reached.
Yes, when the system interacts directly with the person. Art. 50 requires the disclosure, and you place it in your own channel, with your wording and your brand. We provide the model documentation and the interaction log to back it up when someone asks.
Wherever you decide: on European infrastructure we manage, or on-premise on yours. Access control is per user and per team, so quality sees the samples assigned to it and the rest of the floor does not. Every query is logged and exportable.
Yes. With access control per user and per team you can run one team per client, with its own knowledge base, and keep the conversations from crossing over. Every query is logged with who made it, which is what your client will ask for when they audit the service.
No. The API is OpenAI-compatible: point the connector you already use at our endpoint with a different key and what you run keeps working. Transcript work comes in through that same path.
Yes, with the same key. There the query does go out to the model provider, so transcripts and anything carrying customer data are handled by the open models inside your perimeter. It is configured per team.
In the demo we go through your case: which models you need, where they run and what it takes to meet the regulation that applies to you.
We reply within one business day.
