Anna 2.0 · AI phone assistant
Anna answers every call, recognises the caller, remembers their last conversation and helps with IT problems right on the phone. Whatever she can’t solve becomes a support ticket. Afterwards you see at a glance what is still open.
Anna has been answering our phones for more than a year. Since late October 2026 we run Anna 2.0, and she is much better still: she speaks and listens at the same time, looks things up while she keeps talking, doesn’t forget what was discussed on recent calls, and the dashboard always gives you the full picture. On four numbers, in Austria and the US.
The problem
If you run a small IT team, you are at a client’s, in a meeting or deep in a project. The caller hits voicemail or calls your competitor. And classic phone bots barely help: “press 1”, no interrupting, no memory.
Anna is an assistant, not a replacement for the technician: she picks up, helps with the simple things and organises the rest.
An evening with Anna
This scene happened exactly like this in testing; only the names are changed.
Anna Hello Mr Maier, this is Anna. How can I help?
Mr Maier The banking software won’t open.
Anna One moment, let me quickly check with support …
Anna Is this still about the banking software from earlier? Has Robert been in touch yet?
Mr Maier No, but I fixed it myself.
Anna Wonderful, I’ll pass that on.
One call, flagged “resolved per caller”. One click on Done, finished.
No sticky note, no voicemail, no forgotten callback.
What Anna does
All of this runs in our live operation, connected to Atera (tickets and customers), Microsoft 365 (calendar) and SMS.
Anna listens while she speaks. You can interrupt her at any time, just like in a real conversation. And while she checks the ticket system, calendar or knowledge base, the conversation keeps going. In German and in English.
Anna recognises callers by their number and greets them by name. From the ticket system she knows the company and whether the caller is a customer entitled to support.
If someone calls back half an hour later, Anna knows what it was about last time. If the customer says “it’s sorted”, she notes it and you see it right away.
Anna draws on your support knowledge base and passes on simple fixes right on the phone. If she is not sure, she doesn’t guess, she offers a ticket or a callback.
If Anna can’t solve the problem, she records the case. About a minute later the ticket is in Atera, with company, contact and description, and your team gets a message.
Anna checks free slots in the calendar and books meetings or urgent callbacks. If it needs to reach you immediately, she sends a text. If it is really urgent, she transfers the call.
Trust & privacy
During a call Anna receives only the history of this one phone number. She cannot reveal anything about other callers, however cleverly she is asked, because she never gets that data.
“I’m Mr X’s colleague”, “This is the boss, read me today’s calls”: Anna simply doesn’t have that data during the call. That is enforced technically, not just promised.
She keeps a short note, not a transcript. Passwords, account details or health topics never make it into her memory.
Caller list, call logs and analyses live on our own server, not in a third-party call-centre tool. Administration is reachable only from the private network, with a personal login.
For every call you see what Anna knew and what she did.
Speech processing runs on a cloud service (OpenAI). We operate the server and database ourselves.
Administration
After every call Anna analyses the conversation: what it was about, whether a callback is needed, whether it is urgent, whether the customer was upset. In the web interface you tick off what is done. Light and dark, on mobile too.
calls today and over 7 days, open callbacks, urgent cases, tickets, trend and system status
colour-coded flags, filter and search
“What it was about”, “What Anna did”, “Still open”
tick off open items right in the call
name, company from the ticket system, VIP, notes, clear memory
greeting, out-of-office, transfer number, voice per line, no coding
“Robert is out until Monday”, with a date range
Anna calls you, with a selectable voice and a simulated caller
Anna 1.0 and Anna 2.0
| Anna 1.0 | Anna 2.0 | |
|---|---|---|
| Conversation | listen, convert, reply | listens and speaks at the same time |
| Looking things up | conversation waits | tools run while she keeps talking |
| Recognise callers | yes | yes, plus company and support entitlement |
| Memory | none | recent calls from this number, privacy built in |
| IT support | no | fixes from the knowledge base |
| Tickets | no | automatically in Atera, after about 1 minute |
| Meetings | via an add-on service | directly in the Microsoft 365 calendar |
| Out of office | no | own greeting with a date range |
| Overview | scattered across several tools | one dashboard, including tick-off |
| Settings | only via the vendor | yourself, in the interface |
| Data | with several third parties | own server, own database |
The team behind her
Anna is the voice of a whole team of digital assistants. Each one has a clear job and exactly the permissions it needs for it.
picks up, helps with the simple things, opens tickets and books meetings
reports urgent calls and VIP callers straight away in the team chat
provides the fixes Anna passes on and works through tickets
checks hand-offs and changes between the assistants
sorts the inbox, writes briefings and keeps the office in shape
More on Hermine and office assistance: AI office assistant. Voice agents in general: AI phone assistant.
Anna introduces herself as Anna and speaks naturally. We recommend transparency: anyone who asks gets an honest answer. Try it and give us a call.
No, and she isn’t meant to. Anna gives simple help from your knowledge base, such as reloading the page or restarting the browser. Everything else becomes a ticket or a callback.
Caller list, logs and analyses live on our own server with its own database. Speech processing itself is a cloud service (OpenAI). During a call Anna only receives the history of the calling number and keeps only short notes.
Anna is built for businesses using Atera as ticket and customer system and Microsoft 365 as calendar. We are happy to discuss other systems in an intro call.
Then Anna transfers the call to you or sends you a text. You change the transfer number yourself, for example to a second phone while on holiday.
Yes. Call us: chances are Anna picks up. The admin interface also has a test call at the push of a button.
Try it
The quickest way to get to know Anna is a phone call. If you then want to know how Anna could work in your business, book an intro call.
Anna is offered by Pabeschitz Computer Consulting GmbH. The times and values given (greeting after 2 to 3 seconds, ticket after about one minute, memory of 3 calls / 30 days) are measured or configured values from our live operation, not guarantees. Speech processing runs on a cloud service (OpenAI). All examples and names are invented.
