Today, we’re introducing Ema’s Customer Support AI Employee, the latest addition to our Customer Experience Suite—an integrated suite of powerful AI employees designed to redefine support operations with Agentic AI.

Unlike traditional chatbots that rely on FAQ searches and predefined scripts, Ema goes beyond answering questions—she resolves customer issues autonomously, end-to-end. With the ability to take complex actions, adapt to conversations dynamically, and maintain your brand voice, Ema consistently delivers natural, human-like interactions with your customers.

Ema is already helping leading enterprises automate more than 75% of support interactions in most cases while maintaining CSAT scores above 80%1. By elevating customer experience, Ema isn’t just reducing support costs—she’s turning cost centers into strategic revenue drivers.

Ema has been a game-changer for us! We’re seeing nearly 98% accuracy in responses, and it now handles 80% of our 150,000+ monthly tickets. Plus, our CSAT has jumped to 70-75%—a huge improvement over the 40-50% we typically see in FinTech.

–Venkatraman Narayan, Moneyview’s Head of Customer Experience

The Problem: Why Customer Experience Is Still Broken

Customer expectations have never been higher—they demand instant, personalized, 24/7 support. The quality of customer support is what decides if users will return to and love your brand.

Yet, despite increased spending, companies struggle to meet SLAs and retain customer trust. Here’s what’s holding them back:

• Support Teams Are Stretched Thin – High-pressure, high-turnover roles lead to burnout, longer wait times, and lower CSAT.
• Lack of Visibility & Quality Control – Manual call reviews cover only 3-4% of interactions, leaving leadership blind to real-time quality.
• Incomplete Knowledge Bases, Inconsistent Answers – Poorly documented knowledge makes it hard to deliver accurate, consistent responses.

Traditional Chatbots Are Too Rigid – Limited to simple queries on chat, they fail when customers deviate from scripts or require multi-step actions, leading to lost trust and higher support costs.

Ema’s Customer Experience Suite: Reimagining the Entire Contact Center

Customer experience isn’t just a support challenge—it spans the entire contact center, from Q&A to knowledge management, insights, and automation. Fragmented solutions lead to inefficiencies, disconnected workflows, and missed opportunities.

At Ema, we’ve built AI Employees that optimize the full CX value chain. Unlike siloed tools, our AI employees share data, learn collectively, and collaborate in real time, creating a continuous improvement loop that drives better results.

The best part? You can start anywhere and then expand seamlessly as your needs grow. With Ema’s Customer Experience Suite, businesses shift from reactive support to proactive customer success.

Ema has been a game-changer for us at Envoy Global. With its unparalleled accuracy and efficiency, it has enhanced our approach to the various elements of customer experience.

–Mahi R. Inampudi, CTO, Envoy Global and President, Envoy India

How Ema’s Customer Support AI employee Transforms CX

Ema delivers end-to-end resolution in natural language, optimizing every customer interaction for brand loyalty and business growth. Here’s how:

1. Seamless, multi-turn conversations – Understands customer intent, context, and policies to provide personalized, dynamic responses across channels and languages.
2. Complex multi-step actions: Autonomously resolves queries by performing multi-step actions like interacting with third party vendors, placing orders, or understanding an image. The best part? Ema’s agentic AI ensures you don’t have to pre-define every single workflow.
3. Intelligent agent assist (human in the loop): Knows when to escalate and provides real-time recommendations to human agents for faster, more effective support.
4. Trusted AI that keeps you in control – Grounded in enterprise data and policies, ensuring transparency, compliance, and adherence to brand guidelines. Continuously learns from admin and end user feedback.
5. Fast, effortless and scalable setup – Learns from past tickets, eliminating the need for scripted workflows, replacing them with simple natural language instructions that can easily be maintained by non-technical users.

With Ema, support teams shift from answering every query to supervising AI-driven resolutions, stepping in only for complex cases. Here’s more on how each capability works.

Seamless, multi-turn conversations

Ema delivers natural, fluid interactions in 150+ languages, maintaining brand consistency and policy adherence. She integrates with enterprise systems like CRMs to personalize responses and recognize returning customers to deliver a tailored experience.

She keeps conversations on track even when customers switch topics, provide unclear details, or ask complex questions, maintaining context and responding with clarity and empathy.

Beyond just answering questions, Ema detects frustration and urgency, adjusting her tone to reassure customers and provide the right level of support. She also knows when to step back—whether due to business policies, sensitive topics, or the need for human intervention.

Complex multi-step actions

True resolution isn’t just answering questions—it’s executing the right actions across multiple systems. A simple refund request may require verifying order history, checking eligibility, updating records, triggering cancellations, notifying finance, and confirming resolution with the customer. Missing a step leads to frustration and repeated contacts.

Traditional systems rely on rigid, predefined workflows that fail when customers switch topics or introduce unexpected scenarios—leading to dead ends, repeat interactions, and escalations.

Ema takes a smarter approach. Powered by Generative Workflow Engine, she understands customer intent, dynamically plans actions, and orchestrates multi-step processes. She gracefully handles failures, missing data, and edge cases while ensuring compliance with business policies.

With Ema, support teams no longer need to script every scenario manually. They define key objectives in natural language, and Ema intelligently adapts—delivering faster, more personalized, and scalable customer support. Here’s a comment from one of our 3PL customers, who utilizes Ema’s multi-turn conversation and action capabilities:

Logistics is complex as agents need to coordinate with third-party vendors and make real-time decisions based on data on the ground. With Ema, we’ve achieved a 4.8/5 rating across multiple categories and languages on these complex issues. In many cases, its responses surpass human agents and are now part of our Agent SOP.

– Head of Customer Experience, e-Commerce Fulfillment Provider

Intelligent assist with human in the loop

As your AI employee, Ema balances autonomy with human collaboration. She knows when to handle issues herself and when to escalate—routing cases to the right agent based on expertise, past interactions, and workload.

When an agent steps in, Ema shifts into Agent Assist mode, summarizing conversations, surfacing insights, and suggesting the right next steps. She retrieves order details, policy guidelines, and even drafts responses, so agents can focus on resolution, not research.

Ema is your teammate. She learns from top agents, scales their expertise, and helps the entire team work smarter, faster, and more effectively.

Trusted AI that keeps you in control

Ema gives admins full oversight and control, ensuring transparency while adapting to your business needs.

Monitoring & Auditing: Every interaction is fully auditable. Admins can review her responses, understand her reasoning, and refine her behavior to align with company policies.

Learning from Feedback: Ema continuously improves by learning from both user interactions and admin feedback, adapting in real time.

Brand & Compliance Controls: Support leaders can fine-tune her tone and personality to ensure she reflects the brand’s values.

Actionable Insights: Beyond standard reports, Ema’s metrics dashboard offers deep insights into customer issues and knowledge gaps. The best part? Admins can take actions, right from within the dashboard.

Fast, effortless and scalable setup

Enterprise support is messy—issues evolve, and not everything is neatly documented. Ema doesn’t need rigid inputs; she learns directly from your helpdesk.

Just connect your help desk, and she learns from past tickets—identifying patterns and understanding how your team resolves issues across chat, email, and voice with minimal setup.

Updating her is as simple as using natural language—no complex training, no manual rule-setting. Ema is built for easy deployment and maintenance, keeping your support process agile and efficient.

Ema is trusted, safe and compliant

Ema is built to meet industry-leading compliance standards, including GDPR, SOC 2 (Type I & II), ISO 27001:2022, HIPAA, and NIST. Our data governance framework ensures PII is redacted before being passed to public LLMs, maintaining strict privacy controls.

With top-tier encryption and customizable private models, our comprehensive security approach reflects our commitment to handling sensitive data with the highest level of care.

Visit our trust and security page to learn more.

Explore Ema’s Customer Experience Suite

Unlike other vertical solutions, Ema is a horizontal Agentic AI platform whose suite of AI employees automate every aspect of Customer Experience — from autonomous deflection to agent assistance, QA, knowledge management and product insights.

Further, with Ema’s Generative Workflow Engine™, you can create custom AI employees that can tackle the most complex workflows in any business function, amplifying work across teams.

Hire Ema to elevate your customer experience

Customer experience is no longer just about answering questions—it’s about taking action, making decisions, and delivering real outcomes. Businesses embracing fully agentic AI are shifting from reactive support to proactive, autonomous customer success.

With Ema, companies are automatically resolving over 75% of issues with 98% accuracy and 80%+ CSAT.

Ready to Transform Your Customer Experience? See how leading brands are using Ema—check out our customer case studies or book a personalized demo today.