Deliver Extraordinary Experiences for Every Channel, Every Time
Supporting brands to turn CX challenges into growth opportunities, with AI-powered support, proactive engagement, and human expertise that scales.
Why Are You Here?
Choose Your CX Challenge
Explore your customer support challenge below.
We’ll show you real stats and how we solve it with AI-first solutions.
Service Level Deviation & WFM Gaps
Struggling to meet service level goals across channels?
Bot Effectiveness & Hallucination
Are chatbot errors costing you trust?
Knowledge Base Utilization
Is your knowledge base underutilized?
Churn & Sentiment Mapping
Are support gaps driving away your customers?
Agent Consistency & Coaching
Do outcomes vary wildly by agent or shift?
Omnichannel Journey Fragmentation
Are you unable to connect journeys across voice, chat, and email?
Exploring Lumina Capabilities
Looking to do more with a single CX partner?
AI-First Workforce Management & SLA Intelligence
Optimizing the world’s largest support workforce requires more than just scheduling — it demands AI precision, real-time responsiveness, and enterprise-scale insight.
✅ What We Offer:
Real-Time SLA Deviation Prediction
AI models continuously monitor interval-level performance and pre-emptively flag SLA drops based on forecast vs. actual delta, shrinkage shifts, and AHT surges.
Multi-Location, 24x7 Command Center Orchestration
Our centralized model manages distributed teams with a unified intelligence stack — offering global visibility, regional load balancing, and round-the-clock responsiveness.
Volume Forecasting Using Hybrid Statistical + ML Models
We combine ARIMA/SARIMA, regression-based models, and ML ensembles to predict demand down to the 15-minute interval, adjusting dynamically for trends, seasonality, and external drivers.
Anomaly Detection & Alerting Framework
AI detects and flags irregular patterns like sudden shrinkage spikes, unusual adherence deviations, or cascading forecast errors — before they impact customers.
BI-Powered Causality Engine for WFM KPIs
An intelligent layer that doesn’t just track AHT, Adherence, Shrinkage, and SL — but explains why they’re changing. Enables proactive mitigation and precision staffing.
What-If Scenario Simulations
Instantly simulate volume spikes, absenteeism, or policy changes — and visualize their SLA, occupancy, and cost impact in seconds.
Schedule & Adherence Optimization via AI Agents
Smart algorithms that analyze break/lunch patterns, idle time, and channel load to optimize intraday staffing in real-time across multiple locations.
🎯 Why It Matters for CX Leaders:
Protects service levels from unexpected volume or staffing shifts
Reduces manual firefighting in operations with predictive alerts
Aligns workforce strategy with actual customer experience metrics
Enables agile decision-making in a 24/7 omnichannel environment
Conversational AI with Built-in Hallucination Review Engine
Today’s customers expect instant, intelligent, and human-like responses — not robotic scripts or fabricated answers. We build and monitor AI bots that not only talk smart, but learn smarter.
✅ What We Offer:
Conversational AI Bots Built for Contextual Accuracy
Custom-trained bots designed for your industry — capable of handling multi-turn dialogues, retaining memory, understanding intent, and escalating with context when needed.
Chatbot Failure Pattern Analytics
Identify high-frequency failure points (e.g., misrouted queries, repetitive loops, abrupt escalations) with heatmaps and root cause attributions.
Hallucination Detection & Response Validation Engine
Our proprietary model evaluates chatbot interactions for factual correctness, consistency, and contextual relevance — flagging hallucinated or misleading responses in real time.
Conversational Insights Layer
Use NLP to extract themes, customer emotions, and friction points from unstructured bot-chat data — turning transcripts into optimization insights.
AI-Based Bot QA Metrics Framework
We go beyond basic bot deflection and CSAT. Our platform measures: Factual Accuracy, Response Coherence, Context Continuity, Sentiment Match, Escalation Quality.
Bot + Agent Orchestration Engine
Enable seamless handover to human agents with full context visibility, conversation summaries, and automated agent assist prompts.
🎯 Why It Matters for CX Leaders:
Ensures your bot is not just efficient — but trustworthy and brand-safe
Turns chatbot analytics into a performance improvement roadmap
Helps cut operational cost without compromising experience quality
Future-proofs your support with AI that improves on its own
BI-Powered Knowledge Base with Dynamic Resolution Ranking
Today’s customers don’t want to browse. They want answers that work. Our BI Knowledge Base transforms static content into a dynamic, outcomes-driven experience for both customers and agents.
✅ What Sets It Apart:
Resolution Intelligence at the Core
We don’t just serve content — we rank and recommend solutions based on what has worked for customers in the past, with real-time prioritization and confidence scoring.
Built-In Feedback & Learning Loop
Every interaction feeds the engine — solutions that consistently resolve get promoted, ones that don’t get deprioritized. The system evolves with your customers.
Dual Experience — One Brain
Whether it’s an agent accessing it during a live interaction or a customer using self-service, our knowledge system adapts the recommendation logic to deliver high-probability resolutions instantly.
CRM-Aware Intelligence (Agent Side)
For agents, we plug into the CRM to avoid repeat recommendations and tailor suggestions based on support history — accelerating resolution and reducing handle time.
🎯 Why It Matters for CX Leaders:
Improves first contact resolution across channels
Converts your KB from a static FAQ into a living decision engine
Bridges the gap between self-service and assisted support
Delivers personalized, high-confidence answers that reduce effort and frustration
Churn Intelligence Powered by AI-Led Sentiment & Root Cause Mapping
When customers leave, they rarely say why. We combine behavioral signals, conversation tone, and resolution patterns to spot churn before it happens — and design support experiences that retain.
✅ What Sets It Apart:
Sentiment-Resolution Mapping Engine
We apply real-time sentiment analysis to conversations and map it against CSAT, resolution time, and escalation triggers — building a predictive profile of churn risk.
Feedback Loop That Actually Closes
Post-contact surveys, escalation notes, and even social media sentiment feed back into the resolution engine — allowing continuous fine-tuning of processes, agents, and policies.
AI-Driven Defect Bucketizing
Instead of generic complaint tagging, our system clusters issues into actionable defect categories using NLP, auto-labeling, and pattern recognition — from product issues to policy friction.
Early Churn Signal Detection
Our models look for friction signals — like rising sentiment negativity over 2+ contacts, unresolved tickets, or repeated escalations — and alert your retention workflows in advance.
Grid-Based Interaction Auditing
A unique audit framework that samples interactions across segments (e.g., low CSAT + negative sentiment + repeat contact) and applies AI scoring to identify coaching or systemic gaps.
🎯 Why It Matters for CX Leaders:
Moves your support from reactive to proactive in tackling churn
Turns raw feedback into decision-grade intelligence
Isolates process flaws vs. agent gaps vs. product defects
Increases retention by detecting and addressing friction before it escalates
Precision Support Through Intelligent Agent-AI Collaboration
Consistency isn’t about rigid scripts — it’s about giving each agent the exact insight, timing, and support they need to succeed. We embed intelligence at every layer of the agent experience to drive performance where it counts.
✅ What Sets It Apart:
AI-Based Intelligent Routing
Our platform analyzes historical performance and customer profile to match the right query with the right agent — not just by skill, but by proven success rate in similar scenarios.
Dynamic Coaching Recommendations
AI doesn’t just score performance — it diagnoses the “why.” Agents receive targeted coaching cues based on behavior patterns, talk time anomalies, sentiment misalignment, and more.
Agent Assist with Real-Time Sentiment Cues
During live interactions, AI prompts guide agents with emotion-aware suggestions, upsell triggers, resolution pathways, and de-escalation cues — enabling smarter, faster handling.
Performance Visibility in Real Time
Supervisors get a live performance dashboard with confidence-scored flags across interactions — making quality not just a report, but a live feedback loop.
Automated Quality Monitoring at 100% Scale
We transcribe and analyze 100% of voice and chat interactions using speech-to-text and NLP to evaluate empathy, accuracy, compliance, and resolution behavior — removing bias from QA.
🎯 Why It Matters for CX Leaders:
Lifts overall agent consistency without micromanagement
Identifies and replicates top-performer patterns across teams
Reduces QA overhead while improving behavioral feedback
Delivers better customer outcomes through intelligent agent support
Omnichannel Intelligence That Connects Journeys, Not Just Channels
✅ What Sets It Apart:
Unified Customer Identity Across Touchpoints
We stitch together interactions across voice, chat, email, social, and in-app — creating a persistent customer profile that evolves with every touchpoint.
Experience Consistency Layer
Language models ensure tone, resolution logic, and policy application remain consistent — whether it’s an email reply, a chatbot script, or a phone call.
Real-Time Journey Mapping Engine
AI maps customer movement across channels and moments — capturing intent, escalation trails, and sentiment flow — enabling a 360° view of what the customer is really going through.
AI-Driven Interaction Insights
NLP and sentiment analytics surface journey drop-offs, resolution blockers, and cross-channel confusion — enabling targeted fixes and experience design improvements.
Channel-Aware Experience Orchestration
Our system adapts interactions based on previous channel context. For example, a bot that failed to resolve will automatically escalate with full transcript and sentiment log to a human — no “starting over.”
Agent & Supervisor Context Enrichment
When a conversation transfers between channels or agents, the full customer interaction history and emotion profile are carried forward — no blind handoffs.
🎯 Why It Matters for CX Leaders:
Reduces effort by eliminating channel reset friction
Improves resolution by surfacing full interaction history in real time
Turns fragmented experiences into a seamless, insight-rich journey
Enhances both customer trust and operational efficiency
End-to-End CX Orchestration for the Modern Brands
Today’s customers expect instant, intelligent, and human-like responses — not robotic scripts or fabricated answers. We build and monitor AI bots that not only talk smart, but learn smarter.
✅ What Sets It Apart:
Full-Lifecycle Support Coverage
We handle every critical touchpoint across the value chain — from order to refund, pre-sale to retention, and first interaction to long-term advocacy.
Technical & Product Guidance at Scale
Handle complex product queries or troubleshoot with trained, AI-assisted agents who reduce escalations and increase customer self-sufficiency.
Revenue-Linked Support Models
From sales support and upselling to lead generation and win-back, we embed support teams that are trained not just to solve — but to grow customer value.
Seller and Partner Enablement
Onboard, support, and engage marketplace sellers with structured workflows — ensuring their success translates into better CX for end users.
Logistics & Fulfillment Assistance
Our agents assist with shipping, delivery tracking, return coordination, and resolution of last-mile issues — delivering seamless post-purchase confidence.
CX-Infused Market Intelligence
We extract insights from customer interactions — turning support conversations into competitive intelligence and product feedback into strategy.
🧩Integrated Capabilities Include:
- Order Processing & Fulfilment
- Payment and Billing Follow-ups
- Product Assistance & Tech Support
- Buyer & Supplier Coordination
- Returns and Refund Management
- Proactive Engagement & Retention
- Campaign Awareness and Brand Support
- Lead Gen, Cross-Sell, and Upsell Strategy
- Seller Onboarding & Support
- Customer Feedback Loop Enablement
- Market Research & Competitive Insights
