Run the floor.
Host the stack.
Keep the margin.
Anntie Introduces an agentic operations layer for contact centers—replacing center, team, and shift supervision with intelligent AI managers that continuously evaluate, optimize, and improve operations through reinforcement learning, all from a live Terminal built on your existing telephony stack.
Human supervision was built for yesterday's contact centers
Traditional call centers depend on multiple management layers:
- Center managers monitoring overall performance
- Team managers coaching agents and handling escalations
- Shift managers balancing daily operations
These layers create delays, inconsistent decisions and limited visibility. Anntie replaces reactive management with autonomous intelligence that operates continuously across every level.
A self-managing contact center platform
Anntie runs a hierarchy of autonomous AI agents that coordinate operations, evaluate performance and optimize decisions — without manual intervention.
From management hierarchy to AI-native operations
Contact centers spent decades optimizing the agent. The next opportunity is optimizing the management layer around the agent — turning a people-heavy hierarchy into an agentic operating system. Agentic AI continuously performs operational monitoring, analysis, decision-making and execution—faster and more consistently than manual management processes. The result is a combination of lower management cost, greater management capacity, faster decisions, higher operational accuracy and fewer costly errors.
- reviews every split report and escalation
- hires, rebalances and retires splits
- adjudicates complaints via LLM verdicts
- enforces budget per contact
- scores every agent each cycle — occupancy, AHT, ACW, AUX + CSAT
- praise / coaching / warning feedback pushed to agents' phones
- allocates bonuses · proposes promotions · flags coaching plans
- rewards held on complaints or low CSAT · escalates staffing gaps
- watches roster coverage vs live staffing
- flags absences, nudges shift overruns
- escalates chronic adherence violations
- feeds complaints into LLM review
watches the whole floor as it happens — every call, queue and agent, all day
works out what changed and why — a sudden rush, missing people, slipping quality
chooses the right response within your rules — staff, escalate, coach, rebalance
makes it happen — schedules, nudges and workflows fire, nothing waits on a dashboard
every outcome feeds the next decision — each cycle manages the floor a little better
| function | before | AI-enabled |
|---|---|---|
| Center manager | 1 | |
| Shift managers | 5 | |
| Team managers | 15 | |
| Team leads | 20 | |
| Total | 41 | ~28–32 |
AI performs the continuous monitoring, analysis and routine coordination
reporting, quality analysis, scheduling interventions and routine escalations automated
problems answered in seconds — not after a manager finds them
Not just AI agents. AI managers.
Most AI solutions automate conversations. anntie manages the operation behind those conversations — it observes, evaluates, decides and improves, creating a continuously learning contact center.
A management system that learns from every interaction
The evaluator turns supervision data into better decisions. It learns which shift and split configurations are most likely to improve each agent’s performance, then gives managers clear, actionable recommendations. The policy layer is flexible by design, with linear contextual bandits out of the box and DQN, A2C, A3C, and PPO supported through the same interface. By combining manager scores with post-call CSAT, the evaluator continuously optimizes for the outcomes that matter most to the business.
- contextual bandits — ε-greedy, online LMS updates
- DQN · A2C · A3C · PPO — pluggable RL models
- reward = manager agent score + survey CSAT
- warmup + confidence guards before advice
- persisted policies — learning survives restarts
Complete visibility. Autonomous control.
A live floor console gives operators a real-time view of the entire contact center while AI managers handle the operational decisions.
- live agent performance monitoring
- agentic network canvas — every decision pulses
- executive, shift and team reports each cycle
- LLM verdicts with full-text rationale
- autonomous actions with HR approval loop
Layer intelligence over your existing contact center
anntie integrates with the telephony systems, workflows and hardware you already use ,while offering an optional turnkey deployment with dedicated AI PCs and nodes so you can run the platform without relying on your existing infrastructure. Live Avaya AES events flow directly into the terminal, while a store-and-forward webhook relay handles inbound survey responses from unreachable hosts. Behind it, an AI service powered by reinforcement-learning evaluators continuously monitors and manages the center—adding an intelligent management layer to your existing operations.
The intelligence behind every conversation
Reduce management overhead
automate operational decisions at every management level
Improve agent performance
continuous AI-driven coaching and feedback
Learning, not just logging
RL evaluators tune shift, split and hiring recommendations from live reward
Increase operational efficiency
optimize resources, workflows and customer outcomes
Scale without adding layers
grow operations without extra supervision complexity
Pricing
Pricing is tailored to the specifics of your operation — the number of agents, the projects you run, the contract lines behind them and the size of each deployment. Pick a segment below for guide pricing; final quotes follow a short scoping call.
Book a demo
Twenty minutes, your numbers. We run a live floor on the simulator with your volumes.You’ll get to experience it in action.
- live simulated campaign
- agentic AI layer answering real events
- deployment & pricing walk-through for your hosts
- CSAT surveys + LLM complaint verdicts live
Frequently asked
Does anntie replace our existing telephony?
No — it sits on top. The Avaya connector mirrors live PBX events into the platform, and the simulator covers anything not yet wired up. You keep your carrier contracts and your numbers.
Where does our data live?
On your hosts. Every service is self-hosted — the portal only holds accounts, projects, plans and billing. Call recordings and agent data never leave your hardware.
What do the AI managers actually change?
They absorb the routine supervision layer — daily scoring, bonus credits, coaching nudges, staffing escalations — each decision logged with its rationale. Humans stay on coaching, clients and exceptions.
Can we try it before wiring a real PBX?
Yes — that's what the simulator is for. It generates full campaign traffic so you can run a real pilot, or demo the platform to your own prospects, before a single phone line exists.
What is anntie Labs?
Our applied-research library — studies on AI in contact centers, written for operators. Free titles for every account, paid studies à la carte or under the All-Access subscription.
Which RL models power the evaluator?
A linear contextual bandit by default; DQN, A2C, A3C and PPO plug into the same policy interface. Reward blends the managers' agent score with post-call CSAT, and advice only ships after warmup and confidence guards — arriving as proposed shift, split and hiring-profile changes the managers can act on.
How do post-call surveys trigger?
Every completed call — simulated or via the Avaya connector — fires dispatch_for_call: SMS or WhatsApp legs ask CSAT, effort and resolution questions, and parsed replies feed agent scores and the RL reward.
What is the webhook relay for?
Twilio posts inbound replies to a public URL. When that URL lives on a host that can't reach the platform, a tiny relay server queues the posts and the platform polls it — nothing inbound is lost.
Where do LLMs come in?
The center manager adjudicates every open complaint with an OpenAI-compatible model — LLM_API_KEY, LLM_BASE_URL and LLM_MODEL accept any provider. With no key configured, a deterministic rule engine produces the same verdicts offline.
Manage the center —
let the agents manage themselves
Spin up a project, plug in your telephony and watch the agentic layer take over the busywork.
book a demo