We publish outcome figures only with the customer's written approval, so this slot stays empty until one is signed off. In the meantime the mechanism above is the honest version.
For the customer service leader
Your team stops looking things up
The answer is suggested with a citation while the customer is still typing. The ticket is drafted when the conversation ends. The knowledge gap is found before you notice it.
- Start with one module
- No rip-and-replace
- Hosted in the region you choose
Illustrative interface. Names, timers and scores are sample data, not a performance claim. The screen shows an OptiML Agent Desk handling a web-chat conversation: the customer's question about a damaged replacement part, a copilot suggestion carrying a groundedness score and a citation to the returns policy, a customer-360 panel, and a wrap-up already drafted with a disposition, a ticket to sync to the customer's ITSM tool and a follow-up.
The content, the tools and the channels
Three things decide whether self-service actually resolves: how much of your content the agent can read, whether the ticket lands in the tool your team already uses, and whether the customer has to start again on the next channel.
30+
knowledge connectors, plus PDF, DOCX, CSV, Markdown, web crawl and OCR ingestion
11
ITSM and helpdesk connectors with two-way sync, plus a universal adapter for any REST tool
8
channels on one conversation model, so the follow-up is never a restart
What you're measured on
Each of these five numbers has a named mechanism behind it. None of them moves because the agent tried harder.
| Metric | What OptiML changes |
|---|---|
| Ticket deflection | Grounded self-service that answers rather than routing to a form |
| Time to resolution | Copilot, macros, suggested articles and drafted wrap-up |
| Backlog and SLA breach | SLA timers per channel and priority, with escalation before the breach |
| Knowledge accuracy | Gap detection from unanswered questions; mined draft answers from resolved cases |
| Repeat contact rate | Cross-channel history so the follow-up isn't a restart |
What changes in your week
- Your knowledge base tells you what it couldn't answer, clustered and with the conversations attached.
- Wrap-up stops being the reason agents run over.
- Escalations arrive with the transcript, the summary and the reason, not with “customer is angry”.
The parts your team works in daily
Six capabilities sit on one conversation record. The desk, the knowledge and the ticket are one object seen from three angles, not three systems kept in sync by hand.
Ticketing & cases
Native tickets plus 11 ITSM connectors and a universal adapter for any tool. TicketingKnowledge & grounding
Hybrid retrieval with citations and a groundedness gate before the agent speaks. KnowledgeAgent Desk
Live copilot, customer 360, call controls and AI wrap-up in one workspace. Agent DeskChat & omnichannel
Eight channels, one universal inbox, shared routing, memory and analytics. OmnichannelAutomation & workflows
100+ nodes, 50+ triggers, 35+ templates — API calls, branching, approvals. AutomationAnalytics & reporting
76 reports, custom dashboards, topic mining and full-text conversation search. AnalyticsWhat keeps the answer honest
Self-service only deflects if it is right. These four are what stand between a confident sentence and a correct one.
Cited, every time
Hybrid retrieval combines dense vectors, BM25 and reciprocal rank fusion, with citations and a groundedness gate before the agent speaks.
Gaps come back to you
Unanswered questions are clustered with the conversations attached, and draft answers are mined from cases your team already resolved.
Your helpdesk stays
Two-way sync with field mapping and status transitions across 11 ITSM connectors, plus a universal adapter for any REST-based tool.
Scored, not sampled
Every interaction is evaluated on 15 dimensions, AI-handled and human-handled, and the result becomes a coaching plan.
Objections you'll hear, answered
Both objections are usually correct as statements of fact. Neither is a reason to wait, and the first one is the normal starting condition rather than the exception.
“Our knowledge base is a mess.”
That is the normal starting condition. Ingestion handles PDF, DOCX, CSV, Markdown, web crawl and OCR, plus 30+ direct connectors. The gap loop then tells you exactly which parts are missing, ranked by how often they're hit. That is a better content roadmap than an audit.
“We already have Zendesk / ServiceNow.”
Keep it. OptiML syncs two-way with field mapping and status transitions, and the conversation stays the system of engagement while your tool stays the system of record.
Where this goes next
The two capability pages this argument rests on, plus the seat above yours. The customer story will sit here once a named customer has approved it in writing.
Customer quotes and outcome numbers need written approval from the named customer, so this slot stays visibly empty until one exists. An invented one would be worse than the gap.
The platform underneath
Everything on this page is the OptiML CX Platform configured for Customer Service Leader, not a separate product. These are the modules it leans on.
Book a working session
See it handle one of your real conversations
Bring a call recording, a policy document or a WhatsApp thread from your own operation. We ground an agent in it and run it live on the call — not a canned demo.
- 30 minutes
- A working agent grounded in your content
- No slide deck unless you want one
Book a demo
30 minutes, on your own content. No slide deck unless you want one.
or reach us directly
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