SAWT - Platform - QA Suite

Platform QA Suite

The agent that never stops improving.

Your AI agent continuously improves with every interaction, learning from conversations and outcomes to deliver better performance over time. When human expertise is needed, your team is supported in real time.

Context Retrieval

Every interaction
starts with full context.

Before the agent says a word, it already knows who the customer is, what they’ve done before, and what they’re likely calling about. Context is pulled in real time from your connected systems.

Real-time retrieval from unified customer history
Surfaces relevant context to the agent before the conversation begins
Pulls from CRM, contact platform, and prior interaction logs
Eliminates repetition. the customer never has to re-explain

Context Retrieved

Last interaction 3 days ago · Collections call

Outstanding balance SAR 1,240

Preferred channel Voice · Morning

✓ Context loaded — agent ready before first word

Decision Engine

The right action, instantly.

The Decision Engine processes context, intent, and business rules to determine the best next action — in real time. It recommends responses that align with your goals, not just the conversation.

Real-time intent classification from every past interaction and outcome
Business rules and outcome targets factored into every decision
Recommendations pushed to the agent in under 100ms
Adapts over time as the platform learns what works

Decision Engine · Active

Customer intent detected Payment dispute — second contact this week

Recommended action Offer partial settlement + SMS confirmation

✓ Decision made in <80ms · No human required

Live Assist

Real-time co-pilot
for every conversation.

Your human agents see real-time transcription, sentiment trends, and AI-suggested responses — and can take over any call instantly, with full context already in front of them.

Real-time transcription and sentiment detection on every live call
AI-suggested responses pushed to agents mid-conversation
One-click takeover. human steps in with full context, no cold handoff
Configurable escalation triggers. sentiment, keywords, use-case logic
Every intervention becomes a training signal for the AI

Live Assist Dashboard

Call — Collections AI handling

Sentiment: Neutral → Positive · 2:34 elapsed

PTP detected — payment link ready to send

Call — Customer Support Monitor

Sentiment: Frustrated · Escalation threshold approaching

Call — Internal Help Desk Human active

Full context transferred · 1:20 elapsed

Try Demo

See the Optimization
Layer in action.

Get in touch

The agent that never stops improving.

Every interaction starts with full context.

The right action, instantly.

Real-time co-pilot for every conversation.

See the Optimization Layer in action.

Every interaction
starts with full context.

Real-time co-pilot
for every conversation.

See the Optimization
Layer in action.