Omnichannel Access & Routing
Voice, video, WhatsApp, WeChat, email, voicemail, and instant messaging are unified under a single intelligent routing layer, so no interaction is ever siloed to one channel.
Agentic AI Automation
AI agents manage the full service lifecycle — recognizing intent, authenticating the caller, working through resolution and SOPs, and escalating to a human agent only when needed.
Unified Knowledge Fabric
A hybrid retrieval architecture grounds every AI response in a verifiable source, delivering consistent, citation-backed answers across 40+ languages.
Customer 360 Context
Deep CRM integration — including Microsoft Dynamics 365 and Salesforce — means every conversation carries full context: history, sentiment, and preferences, from the first word.
Key Benefits
Voice & Chatbot Engine
Omnichannel Engagement & Intelligent Routing
Holistic Case Management
ASR, Topic Discovery & Unified Knowledgebase
AI Concierge & Sales Agent
AI Service Agent
Real-Time Dashboard & Automated Alerting
AI Contact Center Admin (call log & transcript analysis, guardrail controls)
Higher AI Coverage
Handles over 97% of customer traffic with AI, with 99% of emails and voicemails resolved within a day.
Consistent Global Reach
Operates across 200+ markets and 75+ contact centers, supporting 40+ languages.
Elevated Efficiency & Experience
Improves operational efficiency by up to 60% while increasing customer experience scores by 10%.
Leaner Cost Structure
Consolidates service operations into 12 strategical hubs, reducing onboarding time and multilingual staffing dependency.
Enterprise-Ready Deployment
Deploy on-premises, in the cloud, or in a hybrid architecture to meet security, compliance, and data sovereignty requirements.
Accuracy You Can Trust
Unlocks an 85% first-time fix rate through AI automation and instant access to context.
Deployment Options
Whether you're enhancing what you already run or starting fresh, the solution scales to meet you where you are.
Option 1: Augment Your Existing Contact Center
Layer AI agents onto your current infrastructure without a full rebuild. Start with a focused proof-of-concept on a single use case, prove the value, then scale with confidence.
Option 2: Full Omnichannel & Governance Build
A complete transformation covering unified knowledge architecture, cross-business-unit governance, and an agile pilot-to-scale rollout — for organizations ready to redesign customer service from the ground up.
Solutions by Role
The same platform delivers different value depending on who's using it.
Frictionless Customer Journey — For Your Customers
No more repeating the same issue across channels. Context and sentiment carry over automatically, and customers can move from a phone call to WhatsApp/WeChat in a single tap — lifting satisfaction and reducing churn.
AI-Powered Agent Productivity — For Your Frontline Teams
Agents no longer juggle disconnected systems to find information. A single AI-assisted workspace consolidates CRM data, case history, and next-best-action guidance — cutting handle time and onboarding time for new hires.
Real-Time Operational Insights — For Your Operations Leaders
Stop discovering SLA breaches only after a customer complains. Live dashboards track performance across every channel, with automated alerts the moment thresholds are at risk.
Common Use Cases
Property & Real Estate:
AI concierge and service agents guide tenants from leasing inquiry to maintenance resolution in one continuous journey, preserving full context so customers never repeat themselves.
Aviation & Travel:
Grounded, multilingual answers across web, app, WhatsApp, and smart kiosks — every response traced to live operational data and delivered consistently in Cantonese, English, Putonghua, and many other global languages.
Technology & Electronics:
Enterprise-scale field service automation, where AI agents triage, resolve, and escalate cases across thousands of agents and contact centers — the same model powering Lenovo's own global support network.
Multi-Brand Customer Service:
A single AI framework unifies customer data across brands and business lines, from service history to financial services, adapting language and terminology market by market.
FAQ
What is AI Contact Center?
Which platforms and CRMs does it integrate with?
Who delivers and manages this solution?
How is AI and human collaboration managed?
How is quality and safety controlled?
