Route every caller to whoever can help, and back agents up while they talk
We build contact centres where AI sorts incoming conversations, settles simple requests itself and supports your agents mid-conversation.
Sound familiar?
Which of these sounds like your team?
Queues and transfers
Callers wait, then get handed from one person to another.
Typing up every case
Agents write case notes manually after each conversation.
Easy requests clog the line
Agents lose time to requests that need no expertise.
Inconsistent replies
Two customers asking the same thing can get two different answers.
No overview
You can't see which topics come in, how long people wait or how busy each team is.
A new centre that must work on day one
You are launching a contact centre that has to handle the very first call well.
Process
How we work
- 01
Find the costliest problem
First we find the point where callers or your agents waste the most minutes.
- 02
Test on live conversations
Two to six weeks on your real calls, chats or emails.
- 03
Expand
We take it to more channels and more teams.
- 04
Review weekly
Each week's insights decide what we improve next.
Specifics
Technical details
- One platform for phone, chat and email
- Each call or chat lands with the right queue, based on its subject, the caller's language and how urgent it is
- Common, simple requests resolved through self-service
- While a conversation is live, agents see suggested replies and the relevant knowledge
- After each conversation, a summary and case note are written for you and filed in your CRM or ticketing tool
- Dashboards that track demand by topic, queue times, service quality and team load
Options
Flexible to fit you
- A contact centre built from scratchorUpgrades to the setup you have
- A single channelorPhone, chat and email together
- AI supports your agentsorAI resolves simple requests itself
- Grootan operates itorYour team takes it over
Measurement
What we measure
- Issues resolved on the first contact
- Average time to handle a conversation
- How long customers wait
- Customer satisfaction scores
FAQ
Questions we hear
Which parts of customer service can AI handle?
Routing, simple requests, reply suggestions for agents and a summary of each call.
Do you also set up new contact centres?
Yes. Grootan can stand up a complete operation for you, with phone, chat and email channels, rules that decide who picks up each contact, a self-service layer and the reporting on top.
Can customers always get to a human?
Yes. No matter where a conversation starts, there is a path that passes it to one of your staff.
What drives the cost?
Mostly the channels you use and how much you want AI to handle. We work that out with you before quoting.