Zentativ is an integrated customer support platform that combines artificial intelligence with human agents to deliver efficient and responsive service. By automating routine inquiries and seamlessly escalating complex issues to human agents, Zentativ ensures timely and accurate assistance across web chat and phone channels.
Key Features and Functionality:
- Hybrid AI and Human Support: Automates 73% of support queries, allowing human agents to focus on more complex issues.
- Smart Routing: Utilizes configurable complexity scoring to route tickets based on sentiment, category, and business hours.
- AI Voice Calls: Manages inbound and outbound calls with AI, providing live transcription and AI-powered interactive voice response (IVR).
- Webhooks and Integrations: Connects with over 5,000 applications, including Slack, GitHub, Salesforce, and HubSpot, to trigger automations on ticket events.
- Knowledge Base Retrieval-Augmented Generation (RAG): Allows uploading of PDFs, documents, and FAQs, enabling AI to provide answers sourced from your content with citations.
- Multi-Tenant SaaS: Offers complete data isolation per company, white-label widget customization, custom AI personalities, and per-tenant analytics.
Primary Value and User Solutions:
Zentativ addresses the challenge of managing high volumes of customer support inquiries by automating repetitive tasks and ensuring human agents are available for complex issues. This approach reduces response times, enhances customer satisfaction, and allows businesses to scale their support operations efficiently without compromising quality. By integrating AI and human support within a single platform, Zentativ provides a comprehensive solution for modern customer care needs.
