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Sanas introduces supervised AI calls as TELUS Digital evaluates product. Sanas introduced Supervised AI on October 8, 2026, a contact-center system designed to put a human supervisor inside several AI-handled calls rather than waiting for a transfer after a problem. TELUS Digital says it is working with Sanas to evaluate the technology and identify suitable uses, not that it has deployed it in production. The commercial proposition is that AI can handle routine stretches of a call while a supervisor deals with exceptions without making the customer repeat the conversation. How supervision is meant to work. In Sanas's proposed workflow, one supervisor can follow up to four simultaneous conversations, receive alerts, privately guide the AI, take over a call and return control to AI within the same interaction. The four-call figure describes the product's intended capacity, not a measured staffing or productivity improvement. Sanas says each call begins by telling the customer they are speaking with AI under human supervision. It also says recommendations shown to supervisors cite source documents and that AI actions and human interventions are logged. An extension of Sanas's speech business. Sanas already offers real-time accent translation, language translation, speech enhancement and speech intelligence for uses including contact centers. Supervised AI extends that offering from processing and analyzing speech to coordinating AI-led conversations. Sanas says the new system can run in a customer's private cloud or on premises, with a choice of underlying speech and language models. The product is available by invitation, with broader availability planned for December 2026. The reviewed launch materials do not disclose measured Supervised AI customer-service results or realized staffing savings.

Sanas announced the introduction of Supervised AI. Search. Built on Sanas' enterprise-proven Speech AI platform, Sanas Supervised AI enables organizations to scale customer interactions through AI while keeping human expertise and supervision in control. Sanas, the first Speech AI Platform enabling real-time global communication, today introduced Sanas Supervised AI, a platform on which AI agents handle customer calls while a human supervisor governs up to four of them at once from a single console. The supervisor is present in every conversation, is alerted the moment one needs judgment, whispers to AI, takes control mid-sentence and hands it back to AI, with no transfer the customer can hear and no need to start over. Sanas Supervised AI is the answer to the debate dividing customer service: whether AI agents should replace human agents on phone interactions. Sanas, whose speech AI already runs inside the world's largest contact centers in healthcare, banking, financial services and is deployed in telco infrastructure, delivers Sanas Supervised AI as the solution for enterprises that want the AI to do the work, and at the same time, have a human be accountable for it. Sanas Supervised AI ensures the human isn't displaced; instead they're elevated to a supervisor of AI agents - same person, broader scope. "The industry has turned this into a choice: AI agents or human agents. We think that's a false choice," said Sharath Keshava Narayana, CEO and co-founder of Sanas. "Agentic AI is here, it's good, and it belongs on the contact center floor. What enterprises shouldn't accept is the idea that adopting it means giving up judgment and accountability the moment a call gets complicated. Sanas Supervised AI is both. The AI takes the call, and a human is at the helm." A Third Model for AI Agents in Customer Experience. Until now, contact centers have had two ways to deploy AI agents. An agent assist model puts AI behind one human agent handling one call at a time. In a fully autonomous model, agents take the call alone until something goes wrong, then transfer the customer to a person who was not there and has to re-start the whole transaction. Sanas Supervised AI introduces a third model: AI agents conduct the conversations, one human supervises several of them simultaneously, and control passes between AI and human whenever the call requires it, inside the same conversation. Every Sanas Supervised AI call opens with disclosure: the customer is told they are speaking with AI and that a human supervisor is in command. From one console, that supervisor sees every live conversation and receives alerts that direct attention to the call that needs a person, whether sentiment is falling, confidence is dropping or a compliance step has arrived. The supervisor can listen in, steer the AI privately, take over the conversation outright or hand it back, all without interrupting the customer. Because the supervisor was on the call from the first word, there is no handoff and nothing for the customer to repeat. "Every one of us has trusted a pilot flying with autopilot," Narayana said. "The plane flies itself for most of the journey, and the pilot decides when to take the controls and when to hand them back. Nobody wants a plane without a pilot, and nobody asks the pilot to fly 10 hours by hand. We trust the combination. That is what we've built for customer conversations." Sanas Supervised AI is designed for one supervisor to govern up to four simultaneous conversations. Every recommendation the AI makes to the supervisor cites the source document behind it, and every AI action and human intervention is recorded, giving each call a complete audit trail. The platform runs as a containerized deployment inside the customer's own environment, private cloud or on-premise, all on Sanas Fabric, enabling the enterprise choice and flexibility to change the speech and language models underneath it. In this release, the AI speaks in a disclosed Sanas voice. Five years making agents understood. Now putting them in command. "We've spent five years making conversations clearer," said Shawn Zhang, CTO and co-founder of Sanas. "Now we're making AI more accountable. Sanas Supervised AI puts people, not algorithms, in command of customer interactions, powered by the same speech infrastructure that already operates at enterprise scale. This isn't a pivot for Sanas. It's the next chapter of the platform we've been building all along." Customer excitement surrounds Sanas Supervised AI. "The AI-or-humans debate has been the wrong conversation for healthcare. We were never going to hand a member's hardest and most vulnerable moments to software with no one accountable for them, and we were never going to turn away the scale AI agents make possible. What Sanas has built is the first model I've seen that doesn't ask us to choose. AI carries the conversation, a person is in command of it throughout, and the member never has to start over, which is how you keep a member's trust at exactly the moment it's most at risk. That's the direction I think the industry needs to go." - Marius Maree, SVP Consumer Operations at UnitedHealthcare "At TELUS Digital, we've never believed that the future of CX was to be AI instead of human beings. It shouldn't be a choice. Sanas Supervised AI points to a different future, one where an experienced agent is in command of several AI conversations at once and steps in when judgment is needed. We're working with Sanas to evaluate this new technology and identify the right use cases, and we're excited about what it could mean for our teams." - Nick Williams, Head of Business Affairs & Strategic Partnerships at TELUS Digital