Zingly, a California-based startup, is aiming to revolutionize customer service with the power of AI and data. Customer experience (CX) has been on the decline despite technological advancements, making it difficult for customers to get the assistance they need in a timely manner. Zingly has developed an AI-powered collaborative space that puts customers in control of their interactions with brands, addressing the CX problem in a unique way.
The traditional methods of customer service, such as IVR calls and rigid text-based chatbots, are no longer effective in a world with thousands of brands and billions of customers. IVR calls are becoming expensive over time, and there simply aren’t enough agents to handle all the callers. On the other hand, chatbots may solve the scalability issue but lack personalization. Gaurav Passi, the founder of Zingly, recognized this problem and teamed up with leaders from the CX, CRM, and CCaaS industries to create a solution.
Zingly offers a low-code platform that integrates into any tech stack, providing brands with a collaborative space where their agents can engage with customers while leveraging the power of data and AI. When a customer reaches out for assistance, they are directed to a panel that showcases their entire journey with the brand. This includes past orders, previous cases, ratings, and more. The customer can then launch a Zingly-Room to communicate their issue.
Within the Zingly-Room, customers interact with a generative AI assistant called Buddy. This AI analyzes the customer’s responses and attempts to solve the problem on its own. If the matter is too complex for AI, it is marked as urgent and a human agent is brought into the loop. The agent can continue the conversation using gen AI-generated replies and bring in technical experts when necessary.
Once the issue is resolved, customers have the option to close the case on their own or reopen it if the problem reappears. Previously, these tasks were handled by agents after calls or messages from customers. Zingly’s approach gives customers full control over their interactions with brands, enhancing the overall customer experience.
While Zingly’s technology is innovative, it remains to be seen how impactful it will be in the real world. Other companies are also developing AI agents that can reason, problem-solve, and make decisions with humans in the loop. However, Zingly’s focus on giving customers control over their interactions sets it apart. According to analyst Zeus Kerravala, this approach reimagines the dynamics of brand-customer interactions.
Zingly is currently focusing on high-value industries such as financial services, healthcare, and product companies. Its early customers have seen significant improvements in customer engagement and conversion time. The company plans to expand its teams and continue building on its work to further enhance customer service. By putting customers at the driver’s seat, Zingly aims to improve CX and build long-term relationships with brands.