This statement explains, in plain language, how the Anna AI receptionist works, what it can and cannot do, and the safeguards in place. It is published by Haroon Mirza (ABN 93 736 861 941) trading as Zaynetiq and forms part of our customer Agreement. It is intended for both the businesses that subscribe to Anna and the people who interact with Anna.
Anna is an artificial intelligence system, not a human. Anna answers calls and messages for a business using large language models, speech recognition and text-to-speech technologies.
Anna is configured to identify itself as an AI assistant at the start of telephone calls and, where the channel allows, in chat and messaging conversations. Anna will not claim to be human, and if asked, will confirm it is an AI assistant.
Zaynetiq does not record call audio. Anna processes what is said in real time — using speech recognition and AI — to generate her responses, and creates a written transcript, summary or notes of the conversation as part of delivering the service to the business.
AI systems can make mistakes. Anna's responses are generated automatically and may occasionally be inaccurate, incomplete, out of date, or misinterpret what was said — including, rarely, producing plausible-sounding but incorrect information ("hallucinations").
Anna's knowledge about a business comes from the information that business provides (such as FAQs, prices, hours and booking rules). If that information is wrong or out of date, Anna's answers may be too.
Important information — such as prices, availability, appointment details and anything you intend to rely on — should be confirmed with the business. Businesses using Anna remain responsible for verifying and honouring the commitments recorded through the service.
Anna is not a lawyer, doctor, financial adviser, or other professional, and nothing Anna says is legal, medical, financial or other professional advice. Anna's role is receptionist and administrative support: answering common questions, taking details, and arranging appointments with the business's human team, who are responsible for any advice.
Anna is not an emergency service and must not be relied on in an emergency. If there is an emergency, call Triple Zero (000) in Australia. Businesses must not configure or promote Anna as a channel for emergency assistance.
You can always ask to speak to a human. Depending on the business's configuration, Anna can transfer the call to staff, take a message for a callback, or escalate the matter to the business by another channel. Businesses can review transcripts of Anna's conversations, correct errors, and adjust Anna's configuration.
Zaynetiq monitors the service at a systems level — including quality reviews, testing and safeguards designed to keep Anna's responses within its receptionist role — but does not have a human listening to individual conversations in real time.
Conversations with Anna are processed by AI technology to generate responses and are transcribed. How that information is handled is described in the Zaynetiq Privacy Policy and the privacy policy of the business you contacted. Conversation content is not used to train publicly available AI models.
If Anna gets something wrong, or you have a concern about an interaction, contact the business you were dealing with, or contact Zaynetiq at [email protected]. We take reports about AI errors seriously and use them to improve the service.