AI is getting better. Being human still matters. Meet your human layer
presentia.
THE HUMAN PRESENCE LAYER

Keep the
human in
the loop.

Your AI agents resolve. Our Presence Associates accompany. Add measurable human warmth to every queue, without increasing cost-to-serve.

Real people. Real presence.
Absolutely no resolution.

Elena, a Presence Associate, wearing a headset in a sunlit studio
Verified humanA little imperfect. By design.
ELENA IS HERE WITH YOU

“That does sound frustrating.
I’m still here.”

00:42
+31%Brand Warmth Index
Technology handles the issue. Elena handles the feeling.

IN GOOD COMPANY. EVEN ON HOLD.

veridiaENERGYairlunetelconovaBANCA
ORIZZONTE
Trusted by CX leaders across Europe.
01 / THE OPPORTUNITY

Resolution evolved.
Connection didn’t.

Automation transformed resolution. Accompaniment hasn’t kept pace. Between “your request is processing” and “anything else?”, there’s a person waiting to feel like one.

68%

of customers feel unaccompanied
during AI-handled interactions.1

4.2%

less Brand Warmth for every
unaccompanied minute.1

1 in 3

inbound interactions now
involve AI on both sides.1

THE ACCOMPANIMENT GAP A space for us.
AI resolution Perceived human presence The gap
THE AUTOMATION ERATODAY →

1. Presentia CX Research, 2026. Founding customer experience study.

02 / HOW PRESENCE HAPPENS

A human layer.
Not another workflow.

We fit quietly into your existing CX stack.
Your AI keeps doing its thing. Our people do theirs.

IT STARTS WITH A SIGNAL

Long wait. Short path to a human.

A wait over 60 seconds, an escalation request, or the third “agent” in a row. Presentia notices the moments when a little company matters most.

PRESENCE SESSIONPR–02841
An unaccompanied wait, detected.Queue time 01:02 · Sentiment: a little tired
AI resolution In progressAccount data Not accessed

Resolution-neutral by design. Our associates never access account data, never resolve issues, and never escalate. Your AI containment rate stays exactly where it is.

0.0%RESOLUTION IMPACT
03 / HUMANITY, VERIFIED

For humans.
By actual humans.

A growing share of callers are AI agents. Our Caller Humanity Verification makes sure premium human presence reaches someone who can appreciate a well-timed sigh.

A few small, imperfect moments. A Humanity Confidence Score. The beginning of a very human connection.

↗

Lived Experience ChallengesOnly you know how that basement smelled.

◎

A threshold that feels like your brandConfigure your Humanity Confidence Score, 0–100.

✓

Verified for the momentHumanity is confirmed for this interaction.

What might raise a very small red flag? +
  • Response latency under 2 seconds
  • Excessive structure or completeness
  • Em dash usage
  • “Great question” or “I’d be happy to help”

Illustrative product logic. Occasionally, people are suspiciously articulate.

presentia.CHV / LIVE EXAMPLE
A SMALL HUMAN MOMENT

What did you have for lunch,
and do you regret it?

There’s no right answer. That’s kind of the point.

70

Interactive example · Illustrative scoring · Your answers stay with you.

04 / MEET THE HUMAN LAYER

Exceptionally qualified
to be there.

Real people, with real life experience and an unusually high tolerance for hold music.

Meet the PAC-1 standard
Elena Rossi, Presence Associate HERE FOR YOU

Elena Rossi

04 years of presence

Italian · English · Fluent in “I know.”

Utilities: billing disputes
David Okafor, Presence Associate PAC-1 CERTIFIED

David Okafor

06 years of presence

English · French · Comfortable with silence.

Airlines: rebooking fatigue
Amira Haddad, Presence Associate PAC-1 CERTIFIED

Amira Haddad

03 years of presence

Arabic · English · A sigh in every language.

Telecom: cancellation journeys

Presence is a practice.Every associate is PAC-1 certified in:

✓ Synchronized Sighing✓ Validated Frustration Mirroring✓ Hold Music Familiarity✓ Sustained Non-Resolution
05 / FEELINGS, WITH FIGURES

You can’t automate
being there.
You can measure it.

Bring the human side of customer experience into focus. Every moment of accompaniment flows into a dashboard your CFO can almost understand.

Take a closer look

Finally, a dashboard that tells us how our customers feel about waiting for our other dashboard.

THE PRESENTIA WAY
presentia.Presence Analytics
THE HUMAN OVERVIEW

A little warmer today.

Sample data
Perceived Accompaniment8.7/10↗ Feeling seen
Loneliness Deflection92%↗ Less alone
Mean Time to Sigh1.4s↓ Right on cue
Brand Warmth Index+31%↗ A human difference
Perceived accompanimentWITH PRESENTIA
DAY 1DAY 30
Resolution Impact Exactly as promised.0.0% GUARANTEED
06 / WHEREVER THE WAIT HAPPENS

Different queues.
The same human need.

UTILITIES & ENERGY

The bill is confusing.
The company shouldn’t be.

A surprising charge. A fourth transfer. A meter reading nobody remembers. Give customers a steady human presence through every billing dispute.

✳ veridia energy
“41% less perceived customer loneliness. Precisely the same resolution rate.”
VERIDIA ENERGY · CUSTOMER STORY
07 / YOUR KIND OF COMPANY

A little presence.
A lot of possibility.

Start with awareness. Grow into accompaniment.
Every plan comes with our Resolution-Neutral Guarantee.

PRESENCE ESSENTIALS

Someone knows
you’re waiting.

Ambient Presence

By the minutePer accompanied minute
  • A Presence Associate is aware of your wait
  • Customer presence notifications
  • Caller Humanity Verification
  • Core presence reporting
  • Best-effort availability
A small comfort. At scale.
THE HUMAN SWEET SPOT PRESENCE PRO

Someone stays
with you.

Active Accompaniment

By the minutePer accompanied minute
  • Everything in Essentials
  • Synchronized Sighing
  • Validated Frustration Mirroring
  • Timestamp witnessing
  • 99.5% Empathy Uptime
Our most human plan. So far.
PRESENCE ENTERPRISE

Someone’s frustrated
on your behalf.

Advocacy Tier

Let’s talkPresence, at your scale
  • Everything in Pro
  • Shared frustration expressed to your AI
  • Dual-associate consensus
  • Dedicated Presence Success Manager
  • 99.99% Empathy Uptime
  • Sigh Latency under 300ms
We’re all in this queue together.

Not sure how much humanity you need?

BUILT ON TRUST. AND PEOPLE.

Human warmth.
Enterprise boundaries.

Human Provenance Assurance

Every associate is verified human.
Re-audited quarterly. Just in case.

Zero Data Access

Only wait time and a sentiment indicator.
No accounts. No sensitive details.

Resolution-Neutral Guarantee

Contractually binding non-resolution.
Your containment rate is safe with us.

Read our Ethical Presence Charter PDF
A FEW HUMAN QUESTIONS

We hear you.
Quite literally.

Still wondering about something?
Our AI assistant is here for you.

Will Presentia affect our containment rate?+

No. Associates are contractually prevented from resolving customer issues. Your AI containment rate stays exactly where it is, backed by our Resolution-Neutral Guarantee.

Can associates speak to our AI agent?+

Only on Enterprise, and only to express shared frustration. They may say “that’s not okay” on the customer’s behalf. They may not change the outcome.

Is Presentia AI-powered?+

Presentia uses AI for scheduling, matching, verification, quality assurance, and support, so our humans can focus on being human.

What happens as AI agents become more empathetic?+

Our Presence Continuity roadmap enables a seamless transition to AI Presence Associates, with no change in perceived warmth. The human layer is committed to continuity.

What does a Presence Associate actually do?+

They stay. They acknowledge your frustration, recognize your time, and know when to sigh. They never access your account, resolve your issue, or escalate your case. Sometimes, presence is the whole service.

LESS ALONE. JUST AS AUTOMATED.

The future is AI-first.
Let’s keep it people-close.

A little humanity can go a long way. Even when the queue doesn’t.

Your AI has the resolution. We have the time.