The Pazau platform

One platform. One record of every decision.

Pazau Agent, Inbox, Voice, and Insights run on one data model. Procedures tell the AI what to do, Actions let it do it, Traces show how it did it, and Pazau Guard keeps it inside the lines.

Book a demo See Pazau Agent

One customer record across channelsEvery AI decision tracedUS and EU data residencyNever trains on your data

Architecture

How a conversation moves through Pazau.

A message arrives on any channel. Pazau Agent follows the matching Procedure and calls Actions, with Guard checking every step. If a person is needed, the conversation lands in Inbox with the full trace. Insights scores all of it.

1Channels

Web & in-app chatMessenger SDK
EmailIMAP / forwarding
VoiceSIP · Twilio · Genesys
WhatsAppBusiness API
SMS & RCSTwo-way
Social DMsInstagram · Messenger
APICustom surfaces

2Pazau Agent

Pazau Guardin · out · every action

Procedures

Natural-language SOPs, versioned and simulated before release.

Actions

Typed API calls with spend limits and approval thresholds.

SalesforceShopifyAmadeusEpicGuidewireStripeSAPYour REST API

Traces

Every step logged: procedure, data seen, action taken, why.

PII redactionPolicy checksUS / EU region

handoff

3Pazau Inbox

Human team

Warm handoff with summary, trace, and the customer's full history.

Summary

Refund > $250 needs approval

Routed to

Billing · Tier 2

SLA

14m remaining

Copilot

Reply drafted

every conversation

4Pazau Insights

QA & analytics

Auto-QA coverage100%

AI resolution67%

Predicted CSAT4.6

Findings feed back into Procedures as suggested edits.

One data model underneath

CustomerConversationMessageProcedure versionAction callTraceQA score

Processed and stored in the region you choose: us-east (Virginia) or eu-west (Dublin, Frankfurt).

1 · Arrive

Every channel normalizes into one Conversation object tied to one Customer, so chat-to-phone escalations keep their history.

2 · Resolve

The agent matches a Procedure, gathers what it needs, and calls Actions. Guard redacts PII in and checks policy out.

3 · Hand off

When a Procedure says a person decides, or confidence drops, the conversation routes to Inbox with a summary and next-best-action.

4 · Learn

Insights scores 100% of conversations and turns failure patterns into suggested Procedure edits you can simulate.

Platform pillars

Four primitives. Every product uses all of them.

We didn't bolt an AI onto a helpdesk. The same Procedure that guides Pazau Agent in chat guides it on the phone, and the same Trace that explains a refund is what your QA team scores.

Procedures

Your SOPs, written in plain language. Versioned like code, simulated against past conversations, and released with a diff your CX lead can read.

Actions

Typed calls into the systems that do the work: order management, PSS, claims, billing. Each one has limits, approvers, and a test harness.

Traces

A step-by-step record of every AI decision: the procedure version, the data it saw, the actions it called, and why. Immutable and exportable.

Pazau Guard

PII redaction before inference, policy guardrails on every reply and action, and processing pinned to the region your contract names.

Shared data model

Context travels with the conversation.

A Parcelwise customer who starts on WhatsApp about a missing parcel and then calls is the same Customer, on the same Conversation, with the same Trace. The voice agent already knows the tracking number, the Action that checked the carrier scan, and the replacement it offered.

Customer: identities merged across email, phone, WhatsApp, and your CRM ID.
Conversation: one thread across channels, with every message, note, and handoff.
Trace: each AI step linked to the Procedure version and Action call behind it.
QA score: computed from the Trace, not a sample, for AI and human replies alike.

GET /v1/conversations/cnv_8Kq2…/trace

json

{
  "conversation": "cnv_8Kq2ZfT0",
  "channel": "whatsapp → voice",
  "procedure": "missing-parcel@v22",
  "steps": [
    { "type": "guard.redact", "fields": ["phone", "address"] },
    { "type": "action", "name": "get_tracking", "ms": 184 },
    { "type": "policy.check", "rule": "reship ≤ $120", "pass": true },
    { "type": "action", "name": "create_reshipment", "ms": 412 }
  ],
  "outcome": "resolved",
  "handoff": false,
  "region": "eu-west-1"  // Dublin
}

Traces export to S3, Snowflake, or your SIEM · retention you set, 30 days to 7 years

Products

Four products, sold together or on their own.

Most customers start with Pazau Agent or Inbox and add Voice and Insights within a year. Every product works with your existing helpdesk.

Pazau Agent

Resolves conversations end-to-end across chat, email, messaging, and voice.

67% average resolution

Procedures · Damaged item → Replace or refund

Live · v9

# When a customer reports a damaged item

1. Ask for a photo of the damage if not already @attached.

2. Look up the order with get_order.

3. If the order is under 30 days old:

– Offer a replacement via create_replacement

– Or a full refund if they prefer.

4. Refunds over $250 need approval: CX lead.

5. Never promise a delivery date for replacements.

Simulation200 past conversations

Resolved correctly184

Escalated (expected)11

Needs review5

5 conversations mention “gift”. Add a step for gift receipts?

Pazau Inbox

The omnichannel workspace where your team picks up exactly where the AI left off.

One queue for AI and humans

Copperline Outfitters · Inbox

Search conversations, customers, orders…

Marcus Reid
Order #CO-29481 arrived damaged
ReturnsDrafted12m
Aisha Khan
Can I change delivery to Friday?
DeliveryResolved—
Tomás Ruiz
Refund still not showing on card
BillingNeeds human34m
+1 (312) 555-0199
Voicemail · warranty question
WarrantySummarized1h
Jen Park
Bulk order for our team offsite
SalesRouted2h
Olu Adeyemi
Promo code SUMMIT20 not working
PromotionsResolved—

Pazau Voice

Replaces the IVR with a voice agent that answers in under 800 ms and transfers warm.

30+ languages on the phone

Meridian Mutual · Claims line

On call · 03:12

CallerSomeone backed into my car in a parking lot this morning. I think the bumper's cracked.

AgentI'm sorry that happened. Is everyone okay? I can open your claim right now. I'll just need a few details.

Warm transfer ready · Adjuster queue (2 min) PCI pause

Pazau Insights

Scores 100% of conversations, AI and human, against the scorecards you define.

100% QA coverage

Insights · Last 90 days

QA score (100% coverage)

94.1+3.8

Resolution rate, weekly

Top contact drivers

Where is my order31%−12%
Returns & exchanges22%+4%
Damaged on arrival9%+41%
Promo codes7%−3%

140M+

conversations a year on one data model

67%

average end-to-end AI resolution

120+

prebuilt integrations, plus any REST API

4–8 wks

typical time to production for enterprise

Pazau Guard · Data residency

Your data stays in the region your contract names.

Choose US or EU at provisioning. Conversation data, Traces, recordings, embeddings, and backups stay there. EU tenants are contracted through Pazau Ireland Limited and processed in Dublin with failover to Frankfurt.

United States

us-east-1 (N. Virginia)

Failover: us-west-2 (Oregon)

European Union

eu-west-1 (Dublin)

Failover: eu-central-1 (Frankfurt)

Model inference runs in-region with zero data retention at the model provider.
PII, card numbers, and health data are redacted before any model call.
Pazau never trains foundation models on customer data. It's in the AI Addendum.
Sub-processors are listed publicly, with 30 days' notice before any change.

SOC 2 Type IIISO 27001ISO 27701ISO 42001HIPAAGDPRPCI DSS

Pazau Guard · Policy log

RedactedCard number (PAN) removed before model call
BlockedResponse contained unapproved medical advice → rewritten
RoutedEU customer → processed in eu-west-1 (Dublin)
ApprovedRefund $480 · approved by CX lead J. Alvarez
HeldLegal threat detected → handed to human with summary

Deployment

Run it the way your security team needs.

Same product, same Procedures, three ways to run it. Move between them without rewriting anything.

Most teams

Pazau Cloud

Multi-tenant SaaS on AWS with logical tenant isolation and per-tenant encryption keys. Live in days.

99.9% uptime SLA (Business)
Weekly releases, pinned Procedure versions
US or EU region

Enterprise

Dedicated tenancy

Single-tenant compute and database in your chosen region, with customer-managed keys through AWS KMS.

99.95% uptime SLA
Customer-managed keys (BYOK)
Private networking via AWS PrivateLink

Regulated data

Hybrid Actions

Run the Actions runner inside your VPC. Pazau calls your systems through an outbound-only tunnel, so records never leave your network.

Outbound-only mTLS tunnel
No inbound firewall rules
Field-level allowlists

Identity and access, handled.

Pazau fits into the controls you already run. Every admin change, Procedure release, and Action approval lands in an audit log you can stream to your SIEM.

Visit the Trust Center

Single sign-on: SAML 2.0 · OIDC (Okta, Entra ID, Google)
Provisioning: SCIM 2.0
Roles: Custom RBAC, per-Procedure publish rights
Encryption: AES-256 at rest · TLS 1.3 in transit
Keys: Customer-managed via AWS KMS (Enterprise)
Audit log: Immutable · streams to Splunk, Datadog, S3
Uptime SLA: 99.9% Business · 99.95% Enterprise

Zero data retention with model providers

Bring your own keys on dedicated tenancy

BAA and custom DPA on Enterprise

FAQ

Platform questions.

Do I have to replace my helpdesk to use Pazau?+

No. Pazau Agent runs on top of Zendesk, Salesforce Service Cloud, and others, and hands off into your existing queues. Many customers later move their human team into Pazau Inbox to get the shared data model, but it isn't required.

What does “one data model” mean in practice?+

Conversations, customers, Traces, and QA scores live in the same store. When a conversation moves from AI to human, or from chat to voice, nobody re-asks for an order number, and Insights scores the whole thing, not just one leg.

Which language models does Pazau use?+

Pazau routes between frontier and in-house models per task: reasoning, extraction, voice, and safety classification. All model providers are contracted for zero data retention and are listed on our sub-processor page. We never train foundation models on your data.

Can EU customer data stay in the EU?+

Yes. EU tenants are contracted with Pazau Ireland Limited and processed in Dublin, with failover to Frankfurt. Inference, storage, backups, and support access stay in-region.

How do Procedures and Actions get changed safely?+

Every Procedure edit creates a new version you can simulate against hundreds of past conversations before publishing. Actions have typed parameters, spend limits, and approval thresholds, and changes to either require the permissions you configure.

Can we export Traces for audit?+

Yes, through the API, scheduled exports to S3 or Snowflake, or streaming to your SIEM. Retention is configurable from 30 days to 7 years.

See what your team could resolve.

Bring 1,000 of your real conversations. We'll show you, in a 30-minute call, how many Pazau Agent resolves end-to-end.

Book a demo See pricing