Customer Experience
Service
AI that handles customers on every channel, at any volume
GenOS Service deploys AI across chat, email, and voice. Grounded in your knowledge, integrated with your systems, and designed to escalate cleanly when a human needs to step in.
Capabilities
What makes Service production-grade?
Omnichannel deployment
Deploy on web chat, email, and voice from a single configuration. One knowledge base, one governance layer — every channel stays consistent.
Knowledge-grounded responses
Every response is anchored to your documentation, policies, and product information. Customers get accurate answers with sources your support team can verify.
System integration
Query CRM records, open and update support tickets, check order status — the agent takes action inside your systems without leaving the conversation.
Clean escalation
When a case needs human judgment, the AI hands off with full context: conversation history, retrieved knowledge, and suggested next steps. No dead ends.
Live knowledge updates
Update your knowledge base and the agent reflects it immediately. No retraining cycles, no lag between your policies and what customers hear.
CSAT and quality monitoring
Track satisfaction scores and flag low-confidence answers. Every flagged conversation feeds back into the knowledge base review cycle — so quality improves with every interaction.
Success stories
Proven in production
Customer service automation
“50% of inbound customer interactions handled end-to-end by AI”
NOS, one of Portugal's largest telecoms operators, deployed GenOS Service across their contact centre. The AI now handles half of all inbound interactions — including account queries, technical support, and billing — with human agents focusing only on complex escalations.
Service desk orchestration
“Every inbound request classified, routed, and actioned automatically”
JJ Louro uses GenOS to run a governed service desk across orders, logistics, commercial, partnerships, and after-sales, with specialist order agents preparing ERP-ready drafts for human validation before commit.
Ideal for
- Customer service — inbound query handling
- Operations — first-line triage and routing
- E-commerce — order support and returns
- Financial services — account and compliance queries
- Telecoms — technical support and billing
- Healthcare — appointment and administrative queries
Use cases
- How NOS scaled AI customer service to 50% of inbound interactions
- How JJ Louro moved from scattered inboxes to one governed service desk
- How e-commerce teams handle order queries without agents
- How telecoms operators reduce call centre volume at peak
Ready to deploy Service in your organisation?
We scope, build, and run it with your team — from first agent to full production in weeks, not months.
Book a demo