Intelligent Customer Engagement Suite

Seamlessly support customers around the clock, resolve routine queries automatically, and empower agents with intelligent tools.

Features

Omnichannel Access

Web, mobile app, WeChat, IVR, and SMS under one unified session management layer.

Automated Inquiry Handling

AI chatbots resolve 70% of repetitive questions—deflecting traffic and reducing handle time.

Intelligent Escalation

Seamless, context-rich handovers to human agents— reducing escalation delays by up to 80%.

Knowledge-Base Assistant

AI-powered retrieval recommends accurate answers—boosting first-contact resolution by 20%.

Agent Assist

Live suggestions, next-best actions, and guided scripts improve agent efficiency and quality.

Quality Inspection & Analytics

Automated transcript scoring and dashboards for monitoring deflection rate, CSAT, and ROI.

AI chatbot

Challenges

  • Long wait times during peak periods, damaging customer satisfaction
  • Slow responses time and inconsistencies across responses.
  • Inability to provide consistent support across multiple languages and platforms
  • High turnover and onboarding costs due to complex agent workflows
  • Lack of real-time visibility into customer intent and conversation history

Our Approach

  • Language-Aware, Channel-Ready:
    Multilingual support and omnichannel deployment from Day 1
  • Contextual Human-AI Collaboration:
    AI handles the routine; human reps step in seamlessly with full history
  • Intent Recognition at Scale:
    Understand customer needs early to route and resolve faster
  • Continuously Improving Models:
    Performance optimizes automatically via feedback and usage data

Why consider using an AI Chatbot?

Challenges

  • Long wait times and inconsistent support
  • Limited help across languages and channels
  • Complicated workflows causing high staff turnover and training costs
  • Lack of insight into customer needs, hurting service quality

Our Platform Solution

  • 24/7 support that scales effortlessly with demand
  • AI resolves routine queries instantly
  • Seamless handoff of complex issues to human agents with full context
  • Operates across multiple channels and languages
  • Continuously learns to improve speed, accuracy, and customer satisfaction
  • Enterprise-grade security safeguards all data

Without AI

Low Profitability

Complex Operations

 Excess Staffing

Low Productivity

With AI

High Profitability

 Simple Operations

Lean Team

Higher Productivity

Our Approach

1
Pre-service
Training
AI training and IVR set-up
2
Entry
Points
Multi-channel engagement
3
Process
Navigation
Automated guidance
4
Session
Routing
Data driven assistance
5
Human
Handover
Live agent
transfer
6
AI
Insights
Knowledge
hub
7
Post
Service
Conversation Dashboard
8
Backend
Analytics
Call trend
analytics
1

Pre-service Training

AI training and IVR set-up

2

Entry Points

Multi-channel engagement

3

Process Navigation

Automated guidance

4

Session Routing

Data driven assistance

5

Human Handover

Live agent transfer

6

AI Insights

Knowledge hub

7

Post Service

Conversation Dashboard

8

Backend Analytics

Call trend analytics

Seamless Integration with Existing Company Infrastructure

Management Layer

Management Layer

System Monitoring

Business Monitoring

Agent Toggle

Command and Control

The control center where managers oversee system health, KPIs, seating, and operations.

Access Layer

Access Layer

Web

App

Web

Messenger

Social Media

CRM

Hotline

Multiple ways to access the AI Chatbot, with information always linked and synchronized.

Application Layer

Application Layer

Agent Selection

Assign agent to workstations

Tenant/role management

IVR management

Submachine management

AI customer service

Multiple channel access

Internal group discussion

Video/voice conversations

File transfer

AI voice navigation

Session management

Speech management

Call-in routing

Process management

AI voice call

Smart call routing

Task management

Strategic processing

Speech analysis

Knowledge base

Knowledge management

Knowledge extraction

Word Sense Disambiguation

Knowledge descovery

Intelligent Agent

Logical recommecdation

Analytical assistance

Real-time quality control

Event prediction

Intelligent voice inspection

System quality control

Modeling and evaluation

Quality control reports

Quality control tasks

Basic traffic includes core agent management functions, such as overseeing agents.

Beyond Basic Traffic, it adds AI chat, voice, knowledge lookup, and real-time agent support.

Technical Models

Technical Models

ASR

TTS

NLP

IM

Multilingual tranlation

SIP Talk

WebRTC

All the different technologies that powers the chatbot.

Memory Layer

Memory Layer

Disk

Clickhouse

Redis

PostgreSQL

Data Lakes

OBS

Minio

System memory storing customer data, conversations, and knowledge.

Foundation Layer

Foundation Layer

Cloud Gateway

Seata

Nacos 2.1.0

Docker

WAF

Sentinel

Base layer that connects all systems through cloud, security, and orchestration.

Achievements and Benefits

-30%

Accelerated Customer Handling: Average handling time per customer is reduced by over 30%, enabling faster resolutions and higher throughput without sacrificing quality.

-80%

Rapid Knowledge Access:
 Knowledge retrieval times drop by more than 80%, allowing agents and AI to pull up accurate answers almost instantly and minimize customer wait times.

+20%

Consistent Service Quality:
 Standardized AI-driven speech delivery cuts human errors and elevates uniformity, improving overall service consistency by 20%.

-50%

Streamlined Training & Onboarding:
Real-time coaching through the AI system halves new-employee training cycles, helping recruits attain experienced representative proficiency in half the time.

Products
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