Autonomous customer service
One service brain for every channel
Not a chatbot. Not a ticketing system. A governed service operation that actually resolves.
Your customers call, chat, email and message. Your team switches between five screens to answer one request, and customers repeat themselves every time. Octimo remembers every customer across every channel, resolves the request in your systems and hands anything it shouldn’t handle to your team with the full story attached.
Voice
Chat
Tickets
Live in 4 to 6 weeks
The short answer
Octimo is autonomous customer service. One governed service brain across voice, chat, email, WhatsApp and tickets that understands each customer, resolves requests in your systems and learns from every outcome.
Routine requests get resolved on their own, any time of day, in the customer’s language. Complex and sensitive cases go to your people with the history, the intent and a suggested next step already in place. You decide where that line sits.
Product demo
Watch Octimo listen across channels, resolve in connected systems and hand over to a person when it should.
Why service AI disappoints
Contact centres have tried bots, IVR menus and helpdesk add ons. Volumes keep rising and customers still wait. The same three gaps show up every time.
Gap 1
Every channel starts from zero
The chat bot doesn’t know about the email. The call agent doesn’t see the chat. Customers repeat themselves.
Octimo fix. One memory across every channel
Gap 2
Bots answer but can’t act
They quote the policy, then send the customer to a person to actually change the order or issue the refund.
Octimo fix. Agents that resolve in your systems
Gap 3
Nobody trusts them with the brand
No control over tone, no escalation rules, no audit trail. So automation stays at the shallow end.
Octimo fix. Governance you set, mode by mode
How Octimo works
Three pillars, working together on every conversation.
Pillar 1
Listen
Conversation memory engine
Brings voice, chat, email, tickets and CRM history into one continuous memory of each customer.
Speech to text and text to speech for voice
Context carried across every channel
Past orders, cases and preferences in view
Many languages
Pillar 2
Resolve
Autonomous resolution agents
Classify intent, read sentiment and act in your systems, with the reasoning attached.
Order, billing and account changes
Refunds and credits within your limits
Bookings, returns and claims started
Handover with the case already built
Pillar 3
Learn
The feedback loop
Every accept, edit, reject and escalation by your team trains Octimo on your voice and your standards.
Answers get sharper every week
Routing learns who handles what best
Gaps in policy and knowledge surface
Service analytics in plain language
The Octimo ecosystem
Every conversation flows into the same service brain. Agent teams understand it, act on it in your systems and pass it to your people when they should. Governance runs through every step, and Cortex sits underneath.
Your customers, on any channel
Voice and IVR
Web chat
Social
Mobile app
Tickets and portals
In store
▼
Octimo service brain
One memory of every customer · Intent and sentiment on every message · Routing to the right agent or person
▼
Listen
Conversation memory agent. Voice transcription. Language detection
Understand
Intent agent. Sentiment and frustration agent. Priority agent
Resolve
Order, billing, account and booking agents acting in your systems
Escalate
Routing agent. Handover with full context. SLA watch
Lead
Service copilot for leaders. AHT, FCR, CSAT and SLA in plain language
Knowledge grounded answers
Policies, FAQs and product information retrieved with citations · Nothing made up
Service governance
Brand voice rules · Escalation matrix · Regulatory limits · Shadow, human in the loop or auto resolve · Every action logged and reversible
▲ ▼ Reads and acts in your systems, both ways ▲ ▼
Your service systems
CRM. Salesforce, Dynamics
Ticketing. ServiceNow, Zendesk, Freshdesk
Contact centre. Genesys, NICE, Avaya, Cisco
ERP and orders. SAP, Oracle
Billing and payments
Knowledge base
Outlook and shared inboxes
Your service team
Handles the complex and sensitive cases, with the story already written
Runs on Cortex
EU, US or APAC cloud · On premise · Hybrid · Air gapped · Your choice of models
Listening and insight
Understanding
Resolution
Escalation
Governance you control
Set the mode by channel, by intent and by risk. Most teams start in shadow mode and move up as trust builds.
Mode 1
Shadow
Octimo suggests, your team acts. You compare its answers with your team’s before it ever speaks to a customer.
Best for the first weeks and new intents
Mode 2
Human in the loop
Octimo drafts the reply and the action. A person approves with one click, or edits and sends.
Best for refunds, complaints and regulated topics
Mode 3
Auto resolve
Octimo resolves on its own when confidence is high and risk is low. Everything is logged and reversible.
Best for order status, changes and routine questions
Built for your industry
Banking, financial services and insurance
Account servicing, card and payment queries, claims intake and fraud flag triage, around the clock and in many languages.
Voice · Chat · Email · App
Telecom and ISPs
Plan changes, billing questions, technical troubleshooting and roaming activation without the wait.
Voice · IVR · Chat · App
Retail and eCommerce
Order tracking, returns, refunds, product questions and complaints, even at peak season.
Web · Social · WhatsApp · Store
Healthcare
Appointments, prescription and claims status, and benefit questions, with sensitive cases routed to staff.
Voice · Chat · Portal
Travel and hospitality
Booking changes, loyalty questions and disruption recovery when volumes spike.
Voice · Chat · WhatsApp · Email
Manufacturing and industrial
Dealer and distributor support, warranty claims, parts orders and field service coordination.
Email · Portal · Voice
Already at work
750k+
Customer interactions a year handled for one of the largest US banks, with 85% resolved the same day.
Banking. United States
3 countries
Service across voice, chat and email for a manufacturing and industrial technology group in the UAE, Oman and Saudi Arabia.
Manufacturing. Middle East
The difference
Chatbot or IVR
Helpdesk AI add on
Build in house
Octimo
Channels
One at a time
What you build
Every channel, one memory
Resolves in your systems
No
Inside the helpdesk only
If you build it
Yes, across CRM, billing and orders
Governance
Scripted flows
Basic rules
You build it
Three modes, full audit trail
Learns from your team
No
Partly
If you build it
Every accept, edit and override
Time to value
Fast, shallow
Fast, shallow
A year or more
Live in four to six weeks
Security and data
Service conversations hold personal and financial details. Octimo is built for regulated industries from the start.
Data residency
EU, US or APAC cloud regions
On premise and air gapped options
Never used to train shared models
Audit
Every conversation and action logged
Reasoning stored with each decision
Every resolution reversible
Access
Role based permissions
SSO and MFA
Least privilege per agent
Models
200+ models through one gateway
Self hosted models supported
Cost and quality routing
SOC 2
ISO 27001
GDPR
HIPAA ready
Data residency
Air gapped deployment
How we’d start
Step 1
Discovery session
We map your channels, volumes and the twenty intents that make up most of your contacts.
Step 2
Shadow pilot
Usually email first. Octimo drafts, your team decides, and we compare quality, speed and resolution side by side.
Step 3
Go live and expand
Live in four to six weeks, then chat and voice, with modes set intent by intent.
Validate
Proof of value
Up to three channels
Two to three languages
Pilot volume around 25,000 interactions a month
Agentics delivery team included
Scale
Production deployment
All channels including tickets
Multilingual, around 100,000 interactions a month
Workflow builder and dedicated delivery partner
Six month ROI target
Enterprise
Full platform licence
Unlimited intents and languages
1M+ interactions a month
On premise, hybrid or air gapped
Custom SLAs and twelve month ROI commitment
Every pilot runs under our Validation First Framework. It’s tested on your own data before you commit a larger budget, and if the numbers don’t hold, we tell you. Pricing is tied to resolution outcomes, not seats.
Octimo, answered
What is Octimo?
Octimo is autonomous customer service from The Agentics Co. It brings voice, chat, email, WhatsApp and tickets into one governed service brain that remembers every customer, resolves requests in your systems and hands complex cases to your team with the full context.
Is Octimo a chatbot?
No. A chatbot answers questions in one channel. Octimo keeps one memory of each customer across every channel, acts in your CRM, billing and order systems to actually resolve the request, and follows the governance rules you set.
Can we start with one channel?
Yes. Most teams start with email in shadow or human in the loop mode, where Octimo drafts and a person approves. Chat and voice follow once the quality is proven.
How long does it take to go live?
A first channel typically goes live in four to six weeks from discovery. A full production rollout across channels takes eight to twelve weeks.
What happens if Octimo gets something wrong?
It works inside confidence thresholds and the mode you choose. Anything uncertain or sensitive goes to a person. Every action is logged with its reasoning and can be reversed.
Which systems does it connect to?
Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, Freshdesk, SAP, Oracle, Genesys, NICE, Avaya, Cisco, Outlook and more, plus APIs and webhooks for legacy and in house systems. Nothing needs replacing.
Where does our data live?
In the cloud region you choose, EU, US or APAC, or inside your own perimeter with on premise or air gapped deployment. It is never used to train shared models.
How is Octimo priced?
By channels, monthly volume and intent coverage, with every quote tied to an ROI target. Pricing follows resolution outcomes, not seats.
