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Always on. Always consistent. AI support that never drops the ball.

Deploy an AI layer that resolves the majority of customer queries instantly — across every channel, around the clock — so your human agents focus on the conversations that actually need them.

See a live demo See the problem

The problem

When volume that doesn't stop becomes the norm

Volume that doesn't stop

Ticket queues grow faster than headcount. SLAs slip. Customers notice.
Inconsistent answers

Different agents, different shifts, different answers to the same question. Quality is uneven and hard to control.
Agents stuck on low-value work

Your best people spend most of their day on repetitive queries they could resolve in their sleep.

How it works

Resolve the repetitive—escalate the emotional and the complex

Step 1

Omnichannel intake

Every conversation arrives with intent, product context, and history—so routing is not guesswork.

Step 2

Grounded resolution

Answers pull from policies, knowledge, and order data; the model explains limits instead of inventing.

Step 3

Human handoff with memory

Agents receive a concise brief, suggested replies, and audit-friendly logs for regulated industries.

Flows respect your SLAs, languages, and brand voice per market.

What's included

What you get when you run this with Thinkia

A governed layer across data, workflows, and handoffs—so teams ship safely and scale with metrics.

Omnichannel resolution

handles queries across chat, email, voice and messaging in a single workflow

Instant escalation

detects when human intervention is needed and transfers with full context intact

Multilingual support

responds in the customer's language without separate configuration per market

Knowledge base integration

pulls from your existing documentation, FAQs and product data in real time

CSAT and resolution tracking

built-in metrics dashboard with resolution rate, escalation rate and satisfaction scores

EU AI Act–ready oversight

human review layer and audit trail for regulated environments

Results

What changes when this runs in production

+35%

Average improvement in FCR across deployments

<30 sec

Average AI first response across channels

2×

More time available for high-value interactions after AI handles tier-1

Results vary by context, volume and existing infrastructure.

How we work

From intake chaos to consistent resolution across channels

Channel & policy map

Week 1–2

Queues, SLAs, knowledge sources, and escalation paths are documented as the ground truth.

Design resolution

Week 3–5

Triage, grounded replies, and handoff rules are tuned to your risk and brand standards.

Live pilot

Week 6–9

Limited traffic with agent shadowing; quality, CSAT, and containment are tracked daily.

Expand & optimise

Week 10+

More intents, languages, and channels—plus runbooks so ops can tune without vendor lock-in.

Channel count and knowledge hygiene change effort; pilots stay narrow until quality holds.

Get started

Ready to scope this for your context?

We start with a focused session—no commitment—to map constraints and a sensible path.

See a live demo Explore AI Solutions