Digital Workers
A Digital Worker is an AI Employee recruited through the Agntic platform. They answer phone calls, handle customer enquiries, and respond naturally, just like a member of your human team, but available around the clock.Think of Digital Workers as always-available staff who never take breaks, never call in sick, and can handle multiple calls simultaneously.
What Makes a Digital Worker
Every Digital Worker is defined by their Employment Contract: the full set of rules, personality, voice, and knowledge that governs how they operate. This is created during the Tenma recruitment interview and can be updated at any time.| Contract Component | What It Controls |
|---|---|
| Job Description (JD) | What the worker handles: topics, tasks, and scope |
| Scope of Work (SOW) | What the worker will and will not discuss |
| Voice & Personality | Tone, style, and how the worker speaks |
| Knowledge Base | Business-specific facts, policies, and FAQs |
| Greeting Script | How the worker opens every conversation |
What Digital Workers Can Do
Answer Customer Questions
Respond to FAQs about your business, products, hours, and policies
Take Messages
Collect caller information and deliver structured summaries to your team
Route Calls
Transfer callers to the right human team member when needed
Send Real-Time Alerts
Email your team mid-call when a high-priority trigger is detected
Current Limitations
- Cannot process payments: Digital Workers do not handle credit card information
- Cannot access external systems: Without integrations, workers cannot look up live orders or accounts
- Not suited for complex negotiations: Best for structured Q&A, not open-ended sales conversations
- English only: Multi-language support is on the roadmap
Digital Workers vs. Traditional Alternatives
| Feature | Digital Worker | Traditional IVR | Human Receptionist |
|---|---|---|---|
| Natural conversation | ✅ | ❌ | ✅ |
| 24/7 availability | ✅ | ✅ | ❌ |
| Handles multiple calls at once | ✅ | ✅ | ❌ |
| Understands complex questions | ✅ | ❌ | ✅ |
| Zero sick days | ✅ | ✅ | ❌ |
| Consistent tone every call | ✅ | ✅ | Varies |
Related
- Recruiter Tenma: How your Digital Worker is created
- Recruitment Lifecycle: What happens after hiring
- Your First Virtual Employee in 5 Minutes: Recruit your first Digital Worker now