AI + HI. Super Intelligence.

SUPER INTELLIGENCE.FOR YOUR CUSTOMERS.

LUATEL brings AI agents and human expertise together for customer service. AI handles everyday requests. People take over when a conversation needs human understanding, with its history and context intact. Together, they turn real interactions into the best customer experience.

Customer care across every channel

AI agents. Real customer service.

Our AI agents handle customer requests across voice, live chat, video and email. In our operating model, AI handles approximately 80% of requests, with people available for escalation.From appointments and information requests to help-desk support, co-browsing and back-office processes, service is built around resolving the customer’s need.Your brand, workflows and customer expectations shape the service. AI handles the volume; people bring understanding and expertise.

Human intelligence

A different agent.The same conversation.

When a request needs specialist knowledge or a more personal conversation, human expertise becomes part of the next step. The customer continues with someone who has the relevant context.The handover carries conversation history and relevant customer information. Across the agreed channels, the next person can pick up where the interaction left off.Human colleagues handle approximately 20% of requests and also analyze interactions to improve the AI. The 80/20 split describes our operating model, not a fixed quota for every service.

Context moves with the conversation

AI agentConversation · Customer information · Channel contextHuman specialist

AI + HI, working together

What we call Super Intelligence

Super Intelligence is LUATEL’s integrated system of artificial intelligence and human intelligence for customer service. It brings automated processing, human understanding and learning from real interactions into one operating approach.AI agents support self-service and handle recurring requests. People take over when human expertise is needed, while also evaluating how the service performs. Their contributions are part of the technology’s development, rather than an isolated step after automation.Voice, chat, video and email become parts of a connected customer journey. Human assessments and interaction data inform the continuing improvement of the AI and the way people and technology work together.

Experience across industries

Your industry.Understood.

A disputed payment. A claim after a loss. A connection that cannot wait. Behind every request is a situation that deserves to be understood. We bring industry knowledge, AI agents and human understanding together to shape service around what matters to your customers.

Finance

A disputed payment is personal. Bring precision to the facts and human understanding to the decisions that affect someone’s money.

Insurance

A policy sets out the cover. A claim reveals the circumstances. Service needs to understand both.

E-commerce

The order is confirmed. The conversation continues. From delivery questions to returns, every answer becomes part of the next buying decision.

Industry experience · Service in daily life

Retail. Government.Telecommunications.

Retail

Customers remember the advice, the purchase and what happened afterward. Make the whole experience worthy of your name.

Government services

Behind a form is someone trying to move forward. Make requirements understandable and the next step clear.

Telecommunications

When a connection fails, someone’s day stops. Technical knowledge and human understanding belong in the same conversation.

Industry experience · Beyond routine

Customer service.Beyond the routine.

Customer service across industries

Your customers should never have to understand your organization to get an answer. Build service around their needs, whatever your industry.

Digital transformation

Digitize the process. Preserve the understanding. Bring AI into the workflows where it can make service work better.

Emergency & rescue services

In an exceptional situation, words carry extra weight. Shape communication around urgency, coordination and the people responsible for the next decision.

Human expertise and service quality

People who understand your customers

Customer service depends on more than processing a request. Language, cultural understanding and familiarity with your business shape how customers experience an interaction. Our human specialists bring this context to the service and to the evaluation of AI responses.Teams work to a shared quality standard while adapting service to the expectations of the customers they support. Human understanding helps address complex situations, assess the tone and accuracy of communication, and identify where automated journeys need refinement.These colleagues also develop the AI through practical analysis: reviewing conversations, evaluating answers and feeding their findings into the knowledge, workflows and customer-service strategy.

Learning from real interactions

Every interaction.A reason to improve.

The work continues after an answer is given. AI analysts review conversations, handovers and outcomes to understand what resolved the request and what needs to change.Human evaluation and real-time and historical analytics inform knowledge, workflows, AI training and escalation criteria. Improvements are grounded in what happens in service.Recurring requests build practical knowledge. Complex cases reveal where people make the difference. Both inform the next improvement to the customer-service strategy.

Multilingual at our core

Customer service in 49+ languages

Multilingual customer service is central to LUATEL. We connect AI agents with human language expertise so customers can communicate in a language they know well. Regional language varieties, cultural context and the tone of each conversation guide how we design and evaluate the service.Our language specialists review meaning, tone and accuracy, helping AI agents communicate naturally and respond appropriately. Their insights improve service knowledge and the interaction between AI and people, so language and context stay connected through human escalation. Languages, regional varieties and channels are agreed for each service setup.

Language coverage

Find your language.Keep the connection.

Click for hearts. Drag the dotted grip to build your own stack. Keyboard: Alt + Left / Right.

Regional spoken languages and dialects complement this list. Languages, varieties and channels are agreed for each service.

Accessible communication

More ways to communicate.More people understood.

Accessibility belongs in the service design. Shape journeys around how people communicate, alongside language and cultural understanding.

Voice, text and video

Offer suitable communication paths through the agreed channel setup.

Assisted interaction

Plan guidance, conversational intake and consent-based support around customer needs.

Language and inclusion

Discuss translation and sign-language relay requirements as part of the service scope.

Customer service worldwide

Serving over 132 countries

LUATEL operates globally and currently serves customers in over 132 countries. Our ambition is to reshape customer care and service worldwide through the combined capabilities of AI agents and human intelligence.Global coverage and language expertise serve different needs: reach connects us with your customers, while AI and human specialists help deliver service suited to the interaction. Our office locations are listed in About Us.

Working with your organization

One model. Your service strategy.

LUATEL can work as a direct partner, alongside your own team through co-sourcing, or within an existing delivery arrangement. The operating setup is shaped around your customer-service goals and responsibilities.We bring together AI automation, human escalation and specialist analysis across multi- and omnichannel environments. Brand expectations, knowledge, integrations and quality criteria guide how the service is operated and evaluated.The result is an integrated approach to service delivery and technological development, with real interactions feeding back into the continued improvement of AI and human collaboration.

NOVA · LUATEL’s omnichannel AI platform

NOVA. Omnichannel AI.Augmented intelligence.

NOVA is LUATEL’s omnichannel AI platform with augmented intelligence. It connects AI agents, human specialists and customer-service systems, the technological foundation of Super Intelligence.AI supports people with knowledge and context; people evaluate interactions and improve the AI. Guardrails define the service scope, permitted actions, knowledge sources and when a person takes over.Your processes and knowledge shape the configuration. Real-time and historical analytics support evaluation; security requirements and responsibilities are addressed during implementation.

NOVA · Interlinked systems

Your systems.In the conversation.

Integration with CRM platforms such as Microsoft Dynamics and Salesforce brings customer information into the service workflow, alongside social channels and WhatsApp.LUANA is part of NOVA: an AI companion and LUATEL’s own channel for voice, video and chat. A global network of PSTN numbers and an omnichannel environment connect voice and digital interactions. Smart IVR, virtual agents and AI assistance for human colleagues support routing, automated handling and escalation. Real-time translation and context-aware assistance help people work across languages and customer situations.

Smart IVR · Intelligent routing

Start with the need.Route with the context.

Language, skills, priority and service context shape the next step. Connect automated handling with the people equipped to continue the conversation.

Understand the reason

Use Smart IVR and structured intake to clarify the request and guide it into the agreed service workflow.

Match the expertise

Route around language, specialist knowledge and the service rules agreed for your operation.

Carry the conversation

Pass the conversation and relevant information into the next stage, including human escalation.

Knowledge · Workflows · Agent assistance

Your knowledge.Working in the conversation.

Approved content gives AI a foundation. Connected workflows turn that knowledge into a service journey, with people guiding what the system may do.

Knowledge with boundaries

Define the sources and service rules the AI works from. Human analysis identifies where content and answers need refinement.

Connected service steps

Bring CRM information, intake, appointments, document-related requests and back-office steps into the agreed workflow.

Assistance for people

Context-aware assistance and real-time translation support human specialists. Co-browsing can guide on-screen steps within the agreed, consented service.

Automation, AI and HI operations

Always available. Always improving.

AI-driven self-service supports customers around the clock, 24/7/365, across connected communication channels. Recurring requests can be handled automatically, with escalation to human colleagues when the interaction calls for their expertise.Human specialists do more than resolve escalations. They review conversations, develop knowledge content and help train and refine the AI. Their practical experience informs both the automated journey and the wider customer-service strategy.Implementation connects technology, integrations, workflows and people in one operating model. We plan deployment around your requirements and agree the scope, milestones and timeline with you. Ongoing analysis supports the continued improvement of service quality, efficiency and customer experience.

NOVA · Operational visibility

See the interaction.Improve what happens next.

AI Meter brings service activity, conversation records and human transfers into operational review. Explore the review categories below.

Illustrative AI Meter view adapted from the presentation. No live customer data or performance results.

Deployment · Data · Access · Oversight

Your service.A defined operating environment.

Agree the architecture before the rollout: where the service runs, how information moves, who can use connected systems and who reviews the operation.

Deployment

Define the operating environment and the systems involved in delivering your service.

Data flows

Map the information needed for each interaction, including processing and retention requirements.

Access and oversight

Agree permissions, operating responsibilities and the human review process.

Trust Center · AI + HI governance

Clear boundaries.Accountable service.

Agree what AI may do, when people take over and how the service is reviewed. Trust begins with an operating model you can examine.

Scope before automation.

Define approved knowledge, permitted actions and escalation criteria around your service.

People within the process.

Human specialists handle escalations and evaluate interactions, keeping expertise inside the operating model.

Review before expansion.

Test the agreed service, examine handovers and review results before extending the rollout.

Guardrails · Privacy · Assurance documentationExplore the Trust Center ↗

AI transformation · 01 / Prepare

Keep the expertise.Transform the service.

You know your customers. You don’t need to become an AI specialist. We work alongside your team, share our knowledge and handle the agreed implementation. Our people and tools help you move quickly, from NOVA setup and integrations to a staged launch, with support throughout.

Customer service takeover

We take on the agreed service operation and bring AI agents and human specialists together in one managed service.

AI transformation of your operation

We build on the AI work you’ve already done, from knowledge and workflows to integrations. Our team assesses what can carry forward, implements the agreed setup and helps your people use the service.

See how we prepare your serviceService value calculator ↗

AI transformation · Build the foundation

Map the service.Build the connection.

  1. We map the service behind the queue.

    We examine your requests, languages, volumes and customer journeys with your specialists. Reviewing approved interactions reveals where AI can handle recurring work, where knowledge needs strengthening and where people need to remain involved.

    The result: a service map and an agreed starting scope.

  2. We design your AI + HI operating model.

    We define approved knowledge, permitted actions, human handoffs and responsibilities with you. Together, we agree how to measure accuracy, successful resolutions and service quality before the first live interaction.

    The result: clear boundaries, responsibilities and measures of success.

  3. We connect NOVA to your operation.

    We assess your existing AI setup and carry suitable knowledge, workflows, integrations and tested configurations into NOVA. Our team implements the agreed setup, prepares AI agents and human specialists, and shares practical knowledge with your people. Your processes guide how conversation history and customer information pass between AI and people.

    The result: a configured service ready to be tested.

Put the model to the test

AI transformation · 02 / Prove and expand

We lead the transition.And keep improving.

Your team stays involved, with our specialists beside you. We explain the tools, share practical knowledge and lead the agreed transition. Testing, a staged launch and ongoing support help protect service continuity while AI takes on more of the work. We remain responsible for the agreed service scope.

80%AI handling
20%Human expertise & escalation

Approximately 80% AI / 20% human handling describes the LUATEL operating model. The right balance develops around your service, its complexity and the results of the pilot.

See how we launch and improve

AI transformation · Prove, launch, improve

Prove the model.Then expand it.

  1. We put the service through its difficult moments.

    We test routine requests, incomplete information, unexpected questions and sensitive situations with your team. We check answers, actions, languages and handoffs, then refine the configuration against the agreed launch criteria.

    The result: evidence against the agreed launch criteria.

  2. We manage the move into live service.

    We introduce agreed request types, channels and languages in stages, with people available for escalation. We review real interactions and expand AI handling as the service meets the quality criteria agreed with you.

    The result: a measured rollout with human oversight.

  3. We turn daily service into continuous improvement.

    Our human specialists also work as AI analysts. They review conversations and outcomes, refine knowledge and escalation rules, and develop the customer-service strategy. These findings guide improvements and the next stage of automation.

    The result: service that keeps developing through its own operation.

Discuss your service transformation

NOVA · Our products

Every conversation.The right experience.

From the first question to the next step: LUANA Companion, LUANA AI Agent, conversational forms and conversational video work within NOVA’s omnichannel AI environment.

LUANA Companion

A familiar presence across talk, video and chat. Give customers a direct way to explore your service and find answers.

LUANA AI Agent

Our virtual agent handles customer requests within defined guardrails. People take over with the conversation and relevant information intact.

Conversational forms

Turn fields into a guided exchange. Ask one question at a time, carrying each answer into the next step.

Conversational video

Let customers see, show and explain. Bring a visual conversation into the service journey, connected with AI and human expertise.

LUANA · Our own channels

Your channels.Your companion.

From a call on your website to an AI companion within the conversation. LUANA brings your own voice, video and chat channels into NOVA, connecting direct browser communication with human expertise.

A voice that opens the conversation.

Give your website a direct line to your service. Talk with LUANA, then reach a person with the conversation and relevant information handed over.

A face when it matters.

Conversational video brings seeing, showing and face-to-face exchange into the service journey, with AI and people connected through NOVA.

A thread worth keeping.

Start with a message. Conversational forms guide customers through questions and requests, while chat connects the exchange with AI and human support.

Your own channels, connected to the wider conversation. Bring WhatsApp, email and traditional telephony into the agreed NOVA service setup.

Explore the interactive previewsClick to TalkVideoChat

Carrier & omnichannel services

A local number.A wider connection.

Global reach. Local numbers in over 60 countries. Connect international telephony, your own channels and digital services such as WhatsApp in one NOVA service environment.

Numbers that bring you closer.

Geographic DID and service numbers connect callers with your service, wherever the answering team is based.

The network behind the conversation.

SIP connectivity, voice termination and SMS services connect your systems with telephone and mobile networks.

Routes with a plan.

Define call routing, fallback paths and usage monitoring around your operation. Availability and scope are agreed for each setup.

Discuss your connectivity

Let’s connect

Let’s discuss your customer service

A better customer conversation starts with ours.

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Afterword LUATEL

LUATEL · 2025

About LUATEL

Founded in 2025, LUATEL develops and operates customer-service technology that brings artificial intelligence and human expertise together.

About Us Contact LUATEL

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Contact LUATEL at website_contact@luatel.net or +49 621 37 909 350.