Self-Service Technology

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Smarter Self-Service. Strategic Automation. Human When It Matters.

At Expivia, self-service isn’t about replacing people — it’s about giving customers a faster, smoother way to get what they need. We design, self-service customer support tools that resolve routine requests instantly and hand off seamlessly when things get complex. As experts in AI-powered customer service platforms like NICE CXone and the full Enlighten AI suite, we help brands deploy intelligent automation that feels natural — and drives results.

Built with AI That Actually Understands Customers

We design self-service flows that learn, adapt, and improve — with virtual agents that can answer questions, route inquiries, and escalate intelligently.

We specialize in:

Virtual Agents (NICE Enlighten Autopilot, Google Dialogflow, and more)
Advanced AI Routing based on intent, sentiment, and profile data
Self-service IVR and conversational voice bots
Seamless human handoff with full context
End-to-end optimization using real customer data

Reduce Friction. Not Expectations.

Self-service should feel effortless — not like an escape room. Our systems solve issues on the first interaction, with clear, guided flows across chat, messaging, and voice. When human help is needed, we don’t lose context or time. This is the power of smart, automated customer support solutions designed to meet your customers where they are.

Benefits:

24/7 automated support across all channels
Faster resolution and lower wait times
Lower cost per contact — without hurting CSAT
Scalable automation that grows with your business
Real-time monitoring and QA via OttoQa

Powered by AI. Backed by People.

Automation handles up to 80% of your volume. We’re here for the other 20%. Customers get instant help when they can — and smart, human support when they need to talk to someone.
We balance AI and human service to make sure:

This combination of intelligent systems and real humans also includes AI chatbots for call centers that deliver results — not just scripts.

We Help You Build the Right Roadmap

Adding automation shouldn’t feel like guesswork. At Expivia, we don’t just launch bots — we help you build a true AI self-service roadmap that aligns with your business, your customers, and your tech stack.
We guide you through:

Platform Selection: CXone Enlighten, Dialogflow, Azure Bot Framework, and more
KMS Strategy: Organizing knowledge bases so bots can find accurate answers
Process Mapping: Defining which interactions should be automated — and which shouldn't
Policy Design: Setting escalation rules, fallback logic, and tone of voice
CRM & System Integration: Making sure automation pulls the right data from the right places
Ongoing Optimization: Weekly reviews of performance data, deflection rates, and escalation patterns
The result? A fully integrated self-service system that improves over time — and never feels like a dead end.

Get Smarter With Every Interaction

We pair our self-service tools with AI-driven analytics — so you can understand what customers are asking, where they’re getting stuck, and what’s changing over time.
With AI-powered insights, you can:

Monitor satisfaction and call deflection trends
Surface gaps in your knowledge base
Fine-tune bot flows in real time
Uncover new reasons customers reach out
Make smarter product and service decisions

Take Your Customer Experience to the Next Level

Whether you’re just starting your AI journey or ready to take it to the next level, we can help. We’ve done it before — and we do it every day.