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    Customer Service

    A unified AI platform automating customer support across multiple channels.

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    About Open

    Open: The unified AI customer support platform

    Open is an AI-powered platform designed to automate customer support across chat, email, voice, and social channels. It utilizes a single AI engine to provide consistent support, aiming to automate up to 77% of customer interactions. The platform is built to work with existing helpdesk stacks, offering enterprise-grade security and outcome-based pricing. It is used by companies in various sectors, including financial services, travel, and technology, to handle conversations, reduce resolution times, and maintain customer satisfaction.

    Key Features

    • Unified AI Engine: A single, powerful AI engine shared across all support channels, including AI Chat, AI Calls, AI Email, and AI Social.
    • Agentic Workflows: Automates complex processes beyond chat, such as handling refunds, account updates, and other multi-step workflows.
    • Customer Insights: Provides tools to understand customers and track metrics like customer satisfaction.
    • Knowledge Gaps Detection: Identifies missing answers in your documentation, wikis, and knowledge base to improve self-service.
    • Helpdesk Integration: Connects with your current helpdesk, including Zendesk, HubSpot, Freshdesk, Intercom, Salesforce, and more. The integration process can take under an hour.
    • Multi-channel Support: Offers a unified platform for Email, Chat, SMS, Social, and Voice, eliminating the need to switch between different tools.
    • 24/7 Support: Enables round-the-clock support to provide instant answers to customer queries.

    Use Cases

    Open is utilized by various companies to scale their customer support operations:

    • Financial Services: MoneyGram uses Open to support 55 million customers across over 200 countries, while Mollie supports 250,000+ businesses.
    • Ticketing & Travel: TicketSwap automated 67% of support for its 19 million users, and More.com automates over 67% of support for over 34 million tickets sold.
    • Logistics: Trunkrs automates 80% of its delivery support.
    • E-commerce & Retail: OTO automates over 77% of support with a +90% CSAT score, and CookingLife automates 70% of support for its 1 million+ customers.
    • SaaS: Qoyod automates 77% of support for 25,000 businesses.

    Getting Started

    The implementation process is designed to go live in days and involves four main steps:

    1. Connect your helpdesk: Works with Zendesk, HubSpot, Freshdesk, Intercom, Salesforce, and more.
    2. Add your training data: Connect your documentation, wikis, guides, and knowledge base.
    3. Connect your systems: Link back-office tools and APIs to allow the AI to take action.
    4. Monitor and improve: Track performance and refine the AI over time.

    Website: https://open.cx