Instant FAQ & account support
- Answer common questions about billing, orders, and account changes autonomously
- Provide brand-aligned responses based on approved knowledge bases
- Route edge cases to humans with full context already captured
Achieve 85% autonomous resolution across all service channels
Unifonic’s AI agents work across WhatsApp, Instagram, Apple Business Messaging, voice, and web chat from a unified platform. Share proactive updates, match cases to agents based on skill and availability, and ensure every handoff includes CRM and conversation context.
Experience the edge
Booking & transactions
- Confirm appointments, process service changes, and update accounts without agent involvement
- Complete modifications in real time, integrated with CRM and back-office systems
Intelligent triage
- Detect issue complexity and urgency automatically
- Escalate high-value or sensitive cases while resolving routine requests instantly
Proactive status updates
- Send up-to-the-minute status updates for any query, 24/7
- Reduce inbound contact volume by keeping customers informed at every step
Supervisor agent routing
- Identify when human judgment is required based on sentiment, complexity, or policy rules
- Escalate without friction, so customers experience continuity
Context & history transfer
- Deliver conversation history and recommended next actions to agents instantly
- No manual handover notes. Agents arrive fully briefed and ready to resolve.
Agent Co-Pilot
- Equip human agents with live knowledge suggestions, response prompts, and guidance in chat
- Improve first-call resolution for escalated cases
- Send an AI-generated summary of cases when closing or handing over
Skill-based routing
- Match cases to the right agent based on expertise, availability, and case type every time
- Balance workload across teams and reduce queue times with intelligent distribution
Conversational onboarding journeys
- Guide new customers through account setup, documentation, and verification steps entirely in-channel
- Reduce drop-off by removing the need for callbacks, branch visits, or follow-up emails
Identity & document verification
- Collect and validate identity documents, OTPs, and biometric data within the conversation flow
- AI agents onboard and verify instantly, without manual review queues or back-office delays
Secure authentication
- Authenticate via voice biometrics, OTP, or secure link, reducing fraud without adding friction
- Cut onboarding time and call duration without compromising security or regulatory requirements
Compliance & audit trails
- Enforce PII masking, data compliance, and full audit trails automatically on every onboarding interaction
- Every step is tracked, auditable, and compliant for regulated environments
Automated case progress updates
- Trigger status notifications at key milestones
- Send updates via WhatsApp, SMS, Email, or Voice in critical cases, so customers can track resolution without calling back
Delivery & appointment reminders
- Confirm upcoming service appointments, delivery windows, or payment due dates before customers ask
- Reduce no-shows and missed payments with timely, contextual reminders
Service alerts & issue prevention
- Notify customers proactively when outages, delays, or account issues are detected
- Address problems before they escalate into support contacts
Policy & eligibility notifications
- Inform customers when they qualify for service upgrades, account benefits, or policy changes
- Surface relevant service improvements during support journeys without disrupting resolution
Resolve customer needs instantly
Ensure every complex case gets the right human touch
Simplify onboarding
Stay ahead of customer needs
AI-powered engagement & support, unified
Agentic Studio
Orchestrate multi-agent service journeys. AI agents oversee onboarding, verification, and resolution under human-defined rules, approval checkpoints, and shared memory. As the centralized governance plane, Agentic Studio ensures that responses are accurate, compliant, and brand-aligned.
Service flows & system orchestration
Design, automate, and optimise service flows end-to-end. Event-based workflows trigger actions based on customer behaviour, support events, or system signals. Integrations with CRM, ticketing, billing, and identity systems make resolution predictable and auditable.
Omnichannel execution
Serve customers on their preferred channel: Voice, SMS, WhatsApp, Apple Messages, Web Chat, Instagram, Messenger, with persistent context across every touchpoint. Conversations never restart. Context is never lost.
Analytics, QA & continuous optimization
Monitor 100% of conversations with CSAT and sentiment analysis, conversation-level QA, and agent performance insights. Feedback loops improve agent behaviour over time, with AI improving under human supervision.
From the customer’s perspective
The old way: Queues, repetition, & unresolved issues
A customer contacts support about a billing error. She waits on hold for 12 minutes. The agent asks her to repeat the account details she already entered in the IVR. The agent can't resolve it and logs a ticket. Two days later, she calls back. Different agent. Same questions. Still no resolution.
Why didn’t it work?
- No shared context between channels and agents
- Reactive handling with no end-to-end ownership
- Reactive handling with no end-to-end ownership
The new way: Instant & agentic resolution
Same customer. Same issue. This time, she messages on WhatsApp. An AI service agent verifies the identity in seconds, identifies the billing discrepancy, executes the correction across the billing system, and sends a confirmation instantly.
What changed?
- Zero friction from first message to resolution
- Full context retained across systems and channels
- Accurate answers drawn directly from verified brand content and live systems, no hallucinations
- Resolved before she needed to escalate
AI agents in action
Using a shared data layer powered by Audience and orchestrated through Agentic Studio, agents monitor customer behavior and autonomously execute retention and expansion outcomes.
You define lifecycle goals. AI agents ensure you achieve them.
Customer contact received
Customer reaches out via WhatsApp, Voice, Web Chat, or Social Messaging
AI Agent engages
Instant response, with intent understood, issue identified, context retained
Takes action
Actions executed across CRM, billing, and ticketing systems
Escalates or resolves
Escalate to a human agent with full context, or resolve autonomously
Optimization loop closes
CSAT, QA, and sentiment data feed back into agent improvement
All you need to engage & support customers
Every customer contact is an opportunity to strengthen the relationship. Engage immediately, resolve intelligently, build trust continuously.
Autonomous, multi-agent service orchestration
Built-in PII masking and compliance enforcement
Local hosting and strict regulatory compliance across the Middle East
End-to-end resolution with system integrations
Intelligent AI-to-human handover with full context escalation
CSAT, QA, and sentiment analytics built in
Omnichannel execution across all major channels
Accurate and brand-aligned responses
Hyper-localized, Arabic-first AI models for dialect accuracy
QA feedback loops improve resolution accuracy under human supervision
Create service experiences that feel instant, personal, and complete, with Unifonic
