text|Vision

Text Intelligence
for better customer service

We help brands provide better customer service at scale by analyzing, enriching, and automating text communication.

1Yesterday — Manual customer service

In the old days, customer service was manual labor. Customer service representatives handled cases manually, spending hours on repetitive tasks.

Yesterday — Manual Service

Brands hired more agents, managers, and supervisors to scale their customer service. It was costly, prone to human error, and, worst of all, degrading to customer experience.

These days are gone and this chapter is closed now.


New messages

2Today — Assisted customer service

We're in the world of assisted work. Customer service representatives automate repetitive parts of their jobs. The products they use grow in intelligence with every customer case solved.

Today — Assisted Service

Businesses equipped with AI-powered technology provide quality support faster, cheaper, and at a bigger scale. AI assistance allows for an exceptional customer experience.

Second brain in assistance for brands

Data processed in LiveChat, ChatBot, HelpDesk, KnowledgeBase, and OpenWidget fuels artificial intelligence. Data is the backbone of all of our products. We transform it into a second brain for customer service teams.

Second Brain

With each new bit of data, the second brain gets smarter, capable of providing actionable insights and taking over more responsibilities. For the users of our products, the second brain should feel like gaining superpowers:

  • Instant expertise—Access to verified information without a need for endless onboardings, training, and catch-ups
  • Unlimited capacity—Handling 10x more customer chats, tickets, and inquiries without breaking a sweat
  • Prediction—Foreseeing the next request of the customer and anticipating their needs on-the-fly

Second brain has its public interface at api.text.com and it's implemented in all of our products. Thanks to that:

Think of the above as a checklist for this chapter. We aim to mark all the boxes in the next three months.

3Tomorrow — Automated customer service

Tomorrow, the customer service relations will be fully automated. Customer service representatives will transition from manual workers to experts and supervisors overseeing automation.

Tomorrow — Automated Service

Customer service will scale with no limits and increase in quality. The customers will experience flawless, instant support at any given moment.

The future is bright!