Conversational AI & Omnichannel

Create conversations that understand, act and remember

Human-Like Interactions Across Every Channel.

Trusted by global partners, startups and enterprises

Conversational AI solves problems

We build intelligent agents that understand context, perform real actions and maintain continuity across every touchpoint — chat, voice, email, SMS, WhatsApp and beyond. Your customers don't think in channels. Neither should your AI.

Every conversation is secured by IBM technology and designed to feel natural while delivering measurable business outcomes.

Why It Matters

Customers don't want to repeat themselves. Ever.

This isn't a technology problem — it's an orchestration problem.

See how conversational AI transforms customer experience.

The average customer uses 3+ channels to interact with a business.

When each channel operates in isolation, customers face the same frustrating experience: explaining their problem again, providing the same information again, starting from zero again.

Traditional chatbots fail because they:

• Answer questions but can't take action

• Work in one channel but forget context in another

• Handle simple queries but escalate everything else

Conversational AI changes this:

• Agents that resolve issues end-to-end — updating systems, processing requests, confirming actions.

• Unified memory that follows the customer across chat, phone, email and in-person.

• Intelligence that knows when to solve and when to hand off — seamlessly.

Our Approach

We design conversational systems using a principle we call Action-First Intelligence — where every conversation aims to resolve, not just respond.

Three pillars define our methodology:

Intent to Outcome

We map conversations not by what customers say, but by what they need to accomplish. Every dialogue tree leads to resolution: a booking made, a claim filed, a problem solved.

Channel-Agnostic Memory

Customer context lives in a unified layer, not in individual channels. Start on WhatsApp, continue on phone, finish on email — the AI remembers everything.

Graceful Human Handoff

When AI reaches its limits, it transfers to humans with full context: conversation history, customer sentiment, attempted solutions and recommended next steps. No cold transfers.

Industries Using AI-native Workflow Automation

Unified 6 channels into one conversation — and increased engagement by 40%.

Finance

Healthcare

Aviation

Retail

Hospitality

Telecommunications

KPIs

60–80^%

60–80% of inquiries resolved without human intervention

40^%

40%+ improvement in customer satisfaction scores

50^%

50% reduction in average handling time

24/7

24/7 availability across all channels

Single customer view across every touchpoint

Key Capabilities

Multilingual Conversational Agents

We build agents that communicate naturally in multiple languages — not through translation, but through native language understanding and cultural context awareness.Example: Patient communication system supporting Hebrew, Arabic, Russian and English — each conversation culturally appropriate and medically accurate.

Voice AI & Speech Integration

We design voice-first experiences for phone systems, smart devices and accessibility needs — converting speech to action with high accuracy.Example: Elderly care voice assistant that collects daily health updates through natural conversation, converting unstructured speech into structured medical records.

Omnichannel Orchestration

We unify customer interactions across all touchpoints — web chat, mobile app, WhatsApp, SMS, email, phone and social media — into one continuous conversation.Example: Customer starts return request on Instagram DM, receives shipping label via email, tracks status through SMS — all handled by one intelligent agent with full context.

Action-Oriented Dialogue Design

We build conversations that execute real business processes — not just provide information. Agents update CRMs, process transactions, schedule appointments and trigger workflows.Example: Support agent that doesn't just explain refund policy but actually initiates the refund, updates the order system and sends confirmation — all within the conversation.

Sentiment Analysis & Dynamic Routing

We implement real-time emotional intelligence — detecting frustration, urgency or satisfaction and adapting responses or escalating appropriately.Example: System detects rising customer frustration after second failed attempt, automatically routes to senior agent with context summary and suggested resolution.

Proactive Engagement

We design agents that don't wait for customers to reach out — they anticipate needs and initiate helpful conversations at the right moment.Example: AI notices customer browsing FAQ about cancellation, proactively offers chat assistance with retention offer before customer decides to leave.

How fragmented is your customer experience?

A global brand unified 6 channels into one conversation — and increased engagement by 40%.

Expert Playbook

When to Use

High volume of repetitive customer inquiries consuming agent time.
Customers interacting across multiple channels with no continuity.
Need for 24/7 support without proportional staffing costs.
Customer satisfaction suffering due to long wait times or repeated explanations.
Business processes that can be executed through conversation (bookings, claims, orders).

Not a Fit If

All inquiries require deep human judgment (complex B2B negotiations).
Customer base strongly prefers human-only interaction (test first).
No clear conversation patterns exist (chaotic, undefined processes).
Backend systems cannot be integrated for action execution.

Channel Strategy

Chat (Web/App)

Best for: browsing customers, quick queries, visual product support.

WhatsApp/SMS

Best for: notifications, confirmations, mobile-first audiences.

Voice

Best for: complex issues, elderly users, hands-free scenarios.

Email

Best for: detailed responses, documentation, async communication.

Social Media

Best for: public inquiries, brand engagement, younger demographics.

Implementation Path

Discover2–3 weeks

Analyze conversation logs, map intents and identify automation opportunities

Design3–4 weeks

Create dialogue flows, define actions and plan channel integration

Build4–6 weeks

Develop conversational agents, connect backend systems, implement omnichannel layer

Deploy & Learnongoing

launch with human oversight, analyze conversations, continuously improve

Field Notes

Real World Evidence

95 ^%

NeuroLab (Healthcare)

Deployed voice-first conversational AI for patient monitoring — collecting health data through natural dialogue in multiple languages. Achieved 95% medication adherence through AI-powered reminders and follow-ups, with HIPAA-compliant voice-to-data conversion.

40 ^%+

Coca-Cola (Consumer Engagement)

Unified fragmented digital touchpoints into one intelligent omnichannel ecosystem — integrating CRM, loyalty programs and retail data. Result: +40% engagement lift, 2.5× campaign ROI and a 360° unified customer view across all channels.

4.5 ^/5

EL AL Airlines (Customer Service)

Conversational AI handling refund inquiries, booking changes and flight information across web chat and phone. Maintained 4.5/5 customer satisfaction while automating 70% of standard requests.

60 ^%

On Go (Service Platform)

Intelligent booking assistant across chat and voice — handling appointments, reminders and queue management. Achieved 3× booking efficiency and reduced no-show rates by 60% through proactive conversational engagement.

Security & Compliance

Enterprise standards — ISO 27001, SOC 2, GDPR, HIPAA compliant infrastructure

End-to-end encryption — all conversations encrypted in transit and at rest

Conversation audit trails — complete logging for compliance and quality review

PII handling protocols — automatic detection and secure processing of personal data

Channel-specific compliance — WhatsApp Business API, telephony regulations, TCPA adherence