Omnichannel intake
Every conversation arrives with intent, product context, and history—so routing is not guesswork.
/ Clientes e ingresos /
Siempre encendido. Siempre consistente. Soporte de IA que nunca deja caer la pelota.
Implemente una capa de IA que resuelva la mayoría de las consultas de los clientes al instante (en todos los canales, las 24 horas del día) para que sus agentes humanos se concentren en las conversaciones que realmente los necesitan.
The problem
When volume that doesn't stop becomes the norm
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Volume that doesn't stop
Ticket queues grow faster than headcount. SLAs slip. Customers notice.
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Inconsistent answers
Different agents, different shifts, different answers to the same question. Quality is uneven and hard to control.
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Agents stuck on low-value work
Your best people spend most of their day on repetitive queries they could resolve in their sleep.
Cómo funciona
Resolve the repetitive—escalate the emotional and the complex
Grounded resolution
Answers pull from policies, knowledge, and order data; the model explains limits instead of inventing.
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.
Siempre encendido. Siempre consistente. Soporte de IA que nunca deja caer la pelota.
Qué incluye
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
Impulsado por AI Contact Experience
Resultados
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.
Cómo trabajamos
From intake chaos to consistent resolution across channels
Channel & policy map
Channel & policy map
Week 1–2
Queues, SLAs, knowledge sources, and escalation paths are documented as the ground truth.
Design resolution
Design resolution
Week 3–5
Triage, grounded replies, and handoff rules are tuned to your risk and brand standards.
Live pilot
Live pilot
Week 6–9
Limited traffic with agent shadowing; quality, CSAT, and containment are tracked daily.
Expand & optimise
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.
Profundizar
CX, support automation, and what to explore next
Primer paso
Ready to scope this for your context?
We start with a focused session—no commitment—to map constraints and a sensible path.