Sanas has launched Supervised AI, a new customer service model designed to help contact centres scale AI voice interactions without removing human accountability from the conversation.
Announced at Customer Contact Week (CCW) Nashville, the platform allows one human supervisor to oversee up to four simultaneous AI-led customer calls from a single console. Rather than waiting for a failed interaction to be transferred to a new agent, supervisors can monitor conversations from the outset, receive real-time alerts, privately guide the AI, take over mid-call, and hand control back without the customer needing to repeat themselves.
For CX leaders, the proposition is a timely response to one of the industry’s biggest – and often oversimplified – debates: should AI agents replace human agents?
Sanas argues that is the wrong question. Saurabh Sodani, Chief of Staff at Sanas and Product Lead of the project, told CX Today at CCW Nashville:
“The customer journey does not change from that point of view.. it is how, from the provider point of view, we’re making life easy or making it more flexible.”
Sanas has built its business around real-time speech AI, including technology intended to support clearer communication across global contact centre teams. With Supervised AI, it is extending that speech infrastructure into a model where AI conducts the interaction but a person remains present and accountable throughout.
The approach sits between traditional agent assist, where one employee handles one call with AI support, and fully autonomous AI agents, where a customer may be handed over only after something has gone wrong.
In the Supervised AI model, the supervisor can see live transcripts and receive signals when attention is required. These triggers can include declining customer sentiment, deteriorating AI performance, an explicit customer request for a human, or a compliance-related step.
