VISION: We’re enabling a world where the systems are so effective and smart that problems are identified and solved before you even know they exist. And if you ever need to contact support, an artificial intelligent assistant will do it for you, making life easier for everyone.
The ‘Uber’ of Customer Support:
Optave is at the forefront of technological advancements, offering an innovative ‘customer-support-as-a-service’ solution. It is designed to maximize the synergy between human agents and artificial intelligence. Their technology efficiently automates tasks, ensures service quality, and capitalizes on a global network of support agents working with AI that guarantees 24/7 service and scale flexibility. This radically reduces service costs as companies are no longer burdened with paying for idle time or shouldering overhead costs associated with large-scale facilities and equipment. Furthermore, the need for extensive leadership and supervision is drastically diminished as the AI capably takes on the leadership role. All these benefits converge to guarantee the quality of responses, speed up time to resolution, and assure customers that their issues will be addressed with utmost diligence and reliability.
A noble social impact:
In this innovative work model, individuals work from the comfort of their homes, facilitated by a flexible work environment and digital tools. This flexibility opens up opportunities for individuals who, due to various constraints, may not have been able to engage in traditional employment, thereby offering them the chance to contribute to Optave and find dignity through work. This model brings work to those who need it the most: people living with disabilities, parents able to remain close to their children or individuals living in remote areas. By tapping into a global network, Optave makes meaningful employment accessible, transcending geographical boundaries and language barriers. It embraces a work culture that truly knows no borders or limits.
But A.I. will not take their jobs?
As artificial intelligence rapidly advances, fears often arise: Will jobs be lost? Will AI replace all customer support agents? Contrary to these fears, the answer is a resounding “no”. Carlos Almeida, CEO of Optave, provides clarity on this issue: “Even with AI drastically enhancing agent efficiency and automating the answer for some of the tickets, the demand for customer support will still exceed most
companies’ capacity to handle it. Moreover, as systems and AI assistants become increasingly intelligent, they’ll start generating support requests autonomously and proactively. This will not only escalate the need for support but also the challenge for companies, guaranteeing the jobs for customer support agents for a long time.”
This model brings work to those who need it the most.
AI ‘Superpowers’ Explained:
Here are a few game-changing abilities that AI brings to the table:
Everyone can be a polyglot: Advanced AI models can communicate in over 70 languages, understanding context and semantics, not just basic word-for-word translation. They even account for cultural nuances, accommodating specific group vocabularies, emojis, and slang.
Automating responses: New AI models depart from ineffective ‘bot’ systems, correctly addressing around 40% of support tickets initially. Soon, advanced technologies like knowledge graphs, screen recognition and more robust system integrations will increase this efficiency.
Assuring quality: AI makes quality assurance achievable in customer service. It understands conversation dynamics, evaluates quality, aids agents, and autonomously generates tasks. Unresolved tasks trigger automatic reminders or forwarding, ensuring comprehensive issue management.
Contextual Routing: Thanks to new AI technology, agents don’t need to know how to solve every type of request anymore, as it is now sent to the person best suited to solve it. This reduces the amount of training needed to be an agent and lets more specialized agents focus on what they’re really good at.
About the founders
In the heart of Calgary, Carlos Almeida and Oriol Martinez, joined forces to create Optave:
Carlos has more than a decade of digital product experience. Including roles as a Head of Product for a successful customer support CRM and the head of innovation for a big media conglomerate. Carlos has a business degree from a top university in his home country and an MBA in Finance.
Oriol has spent over 15 years in the software development field. His background encompasses experience developing and providing technical leadership for startups as well as top tech global companies, underscoring his deep understanding of the technical landscape and leadership.
Their noteworthy achievements in developing products for high-growth environments and tech companies of various sizes across several industries offer a wealth of knowledge in strategy and innovation and form a sturdy foundation propelling Optave toward success.
