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Ontogenesis Technologies

Solution

Intelligent customer experience

Resolve more customer requests without adding headcount — across chat, voice and email, in the customer's own language.

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Multi-level shopping centre seen from above

Support volume grows with the business; support headcount cannot grow with it indefinitely. The usual response — a chatbot in front of the queue — deflects some contacts and irritates the rest, because deflection is not resolution.

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We build for resolution instead. An agent that can authenticate a customer, retrieve their actual account state, complete the routine request, and hand over cleanly with full context when it cannot. The measure of success is requests closed, not contacts avoided.

Multilingual capability is designed in from the start rather than added as a translation layer, and every handover carries the conversation with it so no customer is asked to start again.

What you get

  • Routine requests closed without human involvement
  • Human agents focused on complex and high-value contacts
  • Service coverage extended across languages and hours

What's included

AI chat and messaging
Assistants across web, mobile and messaging channels with real account context.
Voice agents
Telephony-integrated agents that authenticate, resolve routine requests and transfer with context.
Multilingual support
Service across multiple languages, including mixed-language conversations.
Agent assist
A copilot for your human agents: suggested responses, retrieved policy, and drafted summaries.
Clean escalation
Confidence-based handover with the full conversation and customer state preserved.
Quality and intent analytics
What customers actually contact you about, and where the journey breaks.
Where this applies
  • Contact volume dominated by a small number of routine request types
  • Support demand in languages your team does not cover
  • Long handling times caused by agents searching several systems
  • Customers repeating themselves after every transfer
Technologies
  • Rasa
  • Dialogflow
  • Amazon Lex
  • Azure Cognitive Services
  • Salesforce
  • Dynamics 365

Built from these AI capabilities

Ready to talk about Intelligent Customer Experience?

Tell us about the process or problem, and we'll tell you plainly whether this is the right starting point.

Discuss your service workloadSee our methodology

Or reach us directly at info@ontogenesistechnologies.com · +91-9999101853