Secure, scalable AI solutions for creating engaging customer experiences across voice and digital channels.
AI for Service is an enterprise-grade foundation for building AI Agents at scale to transform customer service operations through intelligent automation, agent augmentation, and personalized customer engagement. The platform deploys Agentic AI capabilities across the service lifecycle—from self-service interactions to agent assistance to proactive outreach—enabling organizations to scale service operations while improving both customer satisfaction and operational efficiency.
The platform also provides a flexible approach, enabling organizations to strategically combine deterministic workflows for regulated or compliance-critical operations with agentic capabilities for flexible, natural conversation handling.
Comprehensive Suite of Products and Services
AI for Service combines five AI products to deliver comprehensive customer experience automation.
| Product | Description |
|---|
| Automation AI | Deliver intelligent experiences for customers, agents, and employees across voice and digital channels. Build AI assistants with natural language understanding, dialog management, and enterprise integrations. |
| Search AI | Conversational search powered by LLM and generative AI. Connect 50+ data sources and enable natural language queries with accurate, contextual answers. |
| Contact Center AI | AI-native Contact Center as a Service (CCaaS) platform. Unified agent desktop, intelligent routing, queue management, skills-based assignment, campaign management, and real-time analytics. |
| Agent AI | Intelligent virtual assistant for contact center agents. Real-time suggestions, automated summaries, and knowledge assistance to boost agent productivity. |
| Quality AI | Automated quality management and conversation analysis. Evaluate 100% of interactions, identify coaching opportunities, and drive continuous improvement. |
Platform Architecture
┌───────────────────────────────────────────────────────────────────────────┐
│ Customer Interaction │
│ (Voice, Web, Mobile, Messaging, Social) │
└─────────────────────────────────┬─────────────────────────────────────────┘
│ ▼
┌───────────────────────────────────────────────────────────────────────────┐
│ AI for Service Platform │
│ │
│ ┌─────────────────────────────────────────────────────────────────────┐ │
│ │ Automation AI │ │
│ │ ┌──────────────┐ ┌──────────────┐ ┌──────────────┐ │ │
│ │ │ DialogGPT │ │ NLU/Intent │ │ Dialog Mgmt │ │ │
│ │ │ Orchestration│ │ Recognition │ │ & Flows │ │ │
│ │ └──────────────┘ └──────────────┘ └──────────────┘ │ │
│ └─────────────────────────────────────────────────────────────────────┘ │
│ │
│ ┌─────────────────┐ ┌─────────────────┐ ┌─────────────────┐ │
│ │ Search AI │ │ Contact Center │ │ Agent AI │ │
│ │ │ │ AI │ │ │ │
│ │ • 50+ sources │ │ • Routing │ │ • Real-time │ │
│ │ • RAG answers │ │ • Agent desk │ │ suggestions │ │
│ │ • Gen AI │ │ • Campaigns │ │ • Auto-summary │ │
│ └─────────────────┘ └─────────────────┘ └─────────────────┘ │
│ │
│ ┌─────────────────────────────────────────────────────────────────────┐ │
│ │ Quality AI │ │
│ │ Automated QA │ Conversation Mining │ Coaching │ │
│ └─────────────────────────────────────────────────────────────────────┘ │
└──────────────────────────────────┬────────────────────────────────────────┘
│ ▼
┌───────────────────────────────────────────────────────────────────────────┐
│ Enterprise Integrations │
│ Salesforce │ Zendesk │ ServiceNow │ SAP │ Custom APIs │
└───────────────────────────────────────────────────────────────────────────┘
Key Capabilities
Conversational AI
| Feature | Description |
|---|
| Natural Language Understanding | Intent recognition, entity extraction, sentiment analysis |
| Dialog Management | Multi-turn conversations with context retention |
| DialogGPT | LLM-powered orchestration for complex conversations |
| Multi-language | Support for 100+ languages |
Channels
| Channel Type | Examples |
|---|
| Voice | Phone, IVR, voice bots |
| Digital | Web chat, mobile apps |
| Messaging | WhatsApp, SMS, Facebook Messenger |
| Social | Twitter, Instagram DM |
Integrations
| Category | Integrations |
|---|
| CRM | Salesforce, HubSpot, Microsoft Dynamics |
| Ticketing | Zendesk, ServiceNow, Freshdesk |
| Enterprise | SAP, Oracle, Workday |
| Communication | Twilio, Genesys, Avaya |
Use Cases
Customer Self-Service
Enable customers to resolve issues without agent assistance:
- Order status and tracking
- Account management
- FAQ and product information
- Appointment scheduling
Agent Assistance
Boost agent productivity with AI support:
- Real-time answer suggestions
- Automated call summaries
- Knowledge base search
- Next-best-action recommendations
Quality Management
Ensure consistent, high-quality service:
- 100% interaction analysis
- Automated scoring
- Compliance monitoring
- Agent coaching insights
