ServiceOcean
Since 2013, ServiceOcean has stood for 100 per cent availability in customer service. We combine AI and behavioural science to achieve the lowest call abandonment rate.
Signature Fix
Agents
AI remains isolated instead of effective
Our Solution
Many companies are faced with the question of how much AI makes sense in customer service without losing human contact. ServiceOcean’s SO Agent addresses this by independently handling issue recognition, conversational routing, and simple, recurring questions. Complex or revenue-related issues are consistently forwarded to human employees. Never to a bot that can’t help. AI handles exactly what it can reliably resolve. It prepares the rest for human agents.
Main Fix
Enablement
Teams are overloaded, AI doesn't help properly
Our Solution
Employees at overburdened contact centers struggle daily with call spikes, which drains their energy—energy they then lack for productive conversations. ServiceOcean’s SO Callback redirects call spikes and repeat callers to scheduled callbacks, allowing agents to work proactively rather than reactively. Customers book their preferred time, and conversations become shorter and more focused. The results are measurable on both ends of the line.
Main Fix
Journey
Customer experience is not consistent
Our Solution
Callers stuck on hold aren’t experiencing service—they’re experiencing wait time. ServiceOcean is redefining the caller experience: Customers can choose between a scheduled callback, virtual waiting, or an AI voice agent that resolves simple issues on the spot. No hanging up, no redialing, no frustration. The customer journey doesn’t start with the agent—it starts with the first ring.
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