AI Applied to
Real Customer Contact
Not a pilot, not a demo. AI already running across tens of thousands of live conversations a month for some of New Zealand's best-known brands.
Most AI in customer service is sold as a way to remove people from the conversation. That isn't how we use it. Telnet's AI does the work no team could ever staff - answering the routine calls that clog a queue during a spike, doing the logging and write-up that used to be typed out by hand, and reading every single conversation so nothing important stays buried in a call nobody had time to listen to.
Our agents stay where they matter most: the conversations that need judgement, care and a human voice.
Three Capabilities, One Contact Centre
Each works on its own. Together they cover the full life of a customer conversation - the calls that never need to reach an agent, the work surrounding the ones that do, and everything they add up to afterwards.
Tulip
An AI voice assistant that handles high-volume, routine enquiries - outage updates, service requests, common questions - instantly, around the clock, and hands over to a person the moment it should.
During Cyclone Tam, Tulip handled 33% of all inbound calls with no queue and no additional staffing.
Iris
Understands what arrives and what was said - capturing the details your process needs into structured fields, routing and prioritising work by what it is actually about, and writing up how the interaction ended.
Across email and voice: before, during and after the interaction.
Fern
Call and interaction intelligence. Every call and every email is analysed, themed and made searchable - so emerging issues surface in days, and every finding comes back with the conversations that prove it.
Traditional QA reviews under 1% of calls. Fern analyses 100% of them.
How We Use AI
Four commitments that shape every AI decision we make on your behalf.
AI takes the volume, people take the moments
Automation is aimed at the repetitive and the unreadable - never at the conversations where a customer needs a human.
Every claim traces back to a real conversation
Findings are backed by verbatim quotes from actual calls on actual dates, so what we report to you stays defensible.
Your data stays yours
Private models, processed in-region, walled off per client - and never used to train anyone's AI.
You pay for what it handles
There's no software licence to buy and no platform to staff. Our AI is charged transactionally, on handle-time minutes - so what you pay moves with what it actually did.
Where Your Conversations Actually Go
Your customers' conversations are some of the most sensitive data your business holds. Before anything gets analysed, the question worth answering is where it goes and who else can see it. Here is the whole answer.
Private models, not public AI
Analysis runs on private model deployments inside our own enterprise cloud environment. Nothing is pasted into a public chatbot, and no consumer AI service ever sees a word of it.
It stays in the region
Processing happens in our regional data centre. Your customers' conversations are not shipped offshore to be analysed somewhere with different rules about who can read them.
Walled off per client
Every client's data is isolated from every other client's. One brand's conversations never appear in another brand's reporting, search results or analysis - the separation is built into the platform, not a policy we rely on people to follow.
Never used to train models
Your data is not used to train or improve any AI model - not ours, not anyone else's. It is analysed, the results come back to you, and that is the end of it. Nothing is retained to make a model smarter for somebody else.
Your interactions are handled under the same security, privacy and contractual obligations that already govern the contact centre work we do for you - AI doesn't change who is accountable for your customers' data.
See What Your Customers Are Actually Telling You
Your contact centre is the largest unfiltered source of information about your customers you will ever own. Let's talk about what's in it.
Talk to Us About AI