Resolution, not deflection.
A super-intelligent customer team across voice, chat, email and messaging. The CX SIA actually resolves issues — refunds, changes, troubleshooting — inside your systems, coaches human agents in real time and turns every conversation into insight.
Live context
Intent
Billing · duplicate
Sentiment
Frustrated → Positive
Action
refund.issue $64
Policy
Within limit ✓
Resolution
Resolved · 47s
Resolve
Complete refunds, changes and troubleshooting inside your systems
Coach
Support human agents with answers and next steps in real time
24/7
In every language your customers speak
The full customer conversation — from first contact to resolution, retention and the insight that prevents the next ticket.
The agent roster
Frontline Resolver
Handles conversations on voice, chat, email, WhatsApp and SMS — and completes the action in your systems.
Agent Copilot
Listens alongside human agents, surfaces answers and drafts replies and after-call notes.
Quality Auditor
Scores 100% of conversations for accuracy, compliance, empathy and resolution.
Retention Specialist
Detects churn risk and makes the right save offer within policy.
Knowledge Author
Writes and updates help articles from resolved conversations.
Voice of Customer
Clusters themes, root causes and product feedback into a weekly brief.
What the Customer Experience SIA does from day one.
Autonomous resolution
Authenticate the customer, understand the issue, and complete the action — refund, reschedule, plan change, troubleshooting — through your APIs.
Problems solved, not tickets deflected.
Voice agents
Natural, low-latency voice agents for inbound and outbound calls, with seamless warm transfer to humans.
Real-time agent assist
Live suggestions, next-best actions, compliance prompts and automatic wrap-up notes for human agents.
Shorter handle time, happier agents.
100% quality assurance
Every conversation scored against your rubric, with coaching moments surfaced to team leads.
Proactive outreach
Notify customers about outages, delays or renewals before they contact you — and resolve in the same thread.
Churn prevention
Spot at-risk customers from sentiment and behavior; trigger personalized save offers within guardrails.
Self-writing knowledge base
New articles drafted from resolved conversations and kept accurate as policies change.
Voice-of-customer intelligence
Themes, root causes and product feedback delivered to product and ops teams every week.
A closed loop, not a one-shot answer.
- 01
Listen
Every channel, every language, one customer memory.
- 02
Understand
Intent, sentiment, account context and history.
- 03
Resolve
Take action in your systems within policy limits.
- 04
Hand off
Warm transfer to a human with full context when needed.
- 05
Improve
QA, knowledge updates and insights from every conversation.
Four modes. One dial per use case.
Observe
Reads signals and builds understanding. No actions.
Recommend
Proposes actions with evidence for a human to take.
Act with approval
Executes once a human approves, by risk tier.
Autonomous
Acts within policy, announces and logs everything.
Autonomy is set per use case and expands only when evaluations against your own historical data prove it is ready.
Guardrails
Governed by default, auditable always.
- Refunds, credits and offers capped by policy
- PII redaction and consent capture built in
- Instant human takeover on request or low confidence
- Brand voice and compliance rules enforced on every reply
Connects to
The systems you already run.
Connections are delivered through Cana MCP adapters. Availability varies by deployment; product names are trademarks of their owners.
What we build the Customer Experience SIA to deliver.
70%+
Contacts fully resolved by agents
100%
Conversations quality-scored
<1s
Voice response latency
Design goals, not guarantees. Results depend on data, systems and the autonomy level you choose.
Questions, answered.
Can customers always reach a human?
Always. Customers can ask for a person at any time, and the SIA hands off with full context so nobody repeats themselves.
Does it replace our contact-center platform?
No. It plugs into Genesys, Amazon Connect, Twilio, Zendesk, Salesforce and others, and makes them autonomous.
How do you keep it on-brand?
Your tone guide, policies and approved phrasing are part of the SIA's knowledge, and every reply is checked against them before it goes out.
Put the Customer Experience SIA to work. Get early access.
Join the waitlist for early access to Super Intelligent Agents and updates as Cana opens up.