Anna® - Standard Product Package

Anna is an Agentic AI platform purpose-built for contact center intelligence, delivering 100% automated quality assurance, predictive customer satisfaction, and behavioral coaching at enterprise scale. Powered by 200+ pretrained AI models and a proprietary Specialized Language Model (AnnaEq) trained on 30 years of customer experience research and over 200 million human-scored data points, Anna analyzes every interaction across voice, chat, and email channels - not a sample. She identifies the precise behaviors and emotions that drive measurable business outcomes: cost reduction, revenue growth, customer retention, and regulatory compliance. Designed for enterprise contact centers processing millions of interactions monthly across BPOs, financial services, healthcare, insurance, and telecommunications, Anna replaces fragmented point solutions with a unified intelligence layer.

The platform includes six integrated products. Ask Anna is a conversational research interface that lets users query 30 years of behavioral intelligence through natural language. Insight is a data visualization and 100% Auto QA engine that generates the analytical output of over 15,000 QA professionals per hour, providing visibility into resolution rates, contact duration, customer delight, and agent-level performance. Satisfy predicts CSAT and NPS at the question level - not just overall scores - using emotional intelligence on 100% of interactions, eliminating the need for costly customer surveys. Develop identifies who needs coaching, which behaviors to target, and delivers improvement plans with the right techniques and follow-up cadence. Evaluate & Remediate monitors 56+ compliance-specific attributes across every interaction, scaling from simple adherence checks to complex regulatory requirements. Discover uses the full power of AnnaEq to surface the interactions that matter most through advanced concept targeting, behavioral population filtering, and trend analysis.

Anna's intelligence goes far beyond keyword matching or simple sentiment analysis. Using REACT architecture (Reasoning and Acting), Anna reasons about conversational context, tracks 28 distinct emotions across a proprietary -10 to +10 Service Scale®, and maps each customer's full emotional trajectory from first word to final outcome. This emotional arc analysis automatically classifies interactions into actionable patterns - recovery calls, failed recoveries, positive momentum, volatile calls, and vulnerable customer flags - enabling targeted coaching, smarter QA, and predictive analytics that surveys alone cannot match. Every behavior model in production achieves a minimum 85% F1 score, exceeding the 70% industry standard, with demographic parity validated across onshore and offshore populations to ensure fair, unbiased scoring for all agents.

Built natively on AWS, Anna operates entirely within private VPC boundaries using Amazon Bedrock via PrivateLink and Amazon SageMaker endpoints with zero public internet exposure. All customer data is redacted and sanitized before any model processes content, with PII and PHI automatically detected and removed. Customer data is never used for model training. The platform supports multiple languages and deploys using blue-green and canary strategies with automated rollback for enterprise-grade reliability. Organizations leveraging Anna have achieved transformative results: $10M+ in savings from AHT reduction, 84% increases in cross-sell offer rates, 26% improvement in sales conversion, resolution rates reaching 89%, and $55M in incremental revenue within seven months.