01 / Cover
AI Operating Layer for Customer Operations

AI That Resolves Work, Not Just Conversations

Gen2B helps contact centers automate repetitive work, control quality at scale, and execute the next step across chat, calls, and workflows.

Chat Automation Voice AI QA Analytics Workflow Execution Enterprise Deployment
75% avg automation 82.5% peak AI resolution 99% routing accuracy
Kazakhtelecom Samruk-Kazyna KCell Punto Pago BI Group
Replace with hero collage: Gen2Chat inbox + Gen2Call analytics + Gen2Agent console + Trigger workflow panel
One platform
Real production outcomes
Scroll down
02 / Buyer Pain
The problem

Your Team Is Drowning in Work That Should Be Automated

More volume. More channels. More QA pressure. Same headcount. The real problem is not message volume — it’s how much repetitive work is still done manually.

Repetitive load

L1 requests, repeat questions, missed chats, and agent handoffs consume human attention that should be spent on exceptions.

Operational blind spots

Routing errors, weak queue control, and low QA coverage create inconsistency, escalations, and wasted supervisor time.

Too many tools, not enough execution

Chat, calls, tickets, QA, and CRM live in separate systems, so resolution still depends on manual coordination.

If the next step still depends on a human, you don’t have automation.

03 / Contrast
The category mistake

Most “AI Support” Tools Don’t Resolve Anything

They answer questions. Your team still does the work.

What generic AI does
  • Drafts a reply
  • Summarizes a conversation
  • Suggests a tag
  • Escalates after the fact
  • Leaves the workflow to the human
What Gen2B does
  • Answers with business context
  • Routes automatically
  • Triggers the next action
  • Scores quality at scale
  • Hands off with full context
  • Follows up across channels

The win is not better wording. The win is fewer manual steps.

04 / Platform Overview
Platform overview

One Stack to Run the Modern Contact Center

Start with chat. Expand into routing, QA, voice, and workflow execution.

Gen2Chat
Omnichannel AI support
Gen2Call
100% call analysis
Data + Action Layer
Triggers, reports, execution
Gen2Agent
Inbound & outbound voice AI
Knowledge + Integrations
Context for resolution
75% avg automation 99% routing accuracy 100% call analysis

Land with one workflow. Expand platform-wide as automation proves itself.

05 / Gen2Chat
Gen2Chat

Automate L1 Without Breaking the Customer Experience

Gen2Chat handles routine conversations 24/7, answers from your knowledge base, and escalates only when it should.

✓One inbox across WhatsApp, widget, and in-app chat
✓Grounded AI responses from your business knowledge
✓Proactive, context-aware replies that move the case forward
✓Controlled handoff to agents based on your rules
75% average automation 82.5% peak AI resolution
Replace with real screenshot: Gen2Chat inbox showing customer conversation, AI reply, tags, and transfer controls
AI response
Intent tag
Transfer to agent
06 / Knowledge Base
Replace with KB visual: article editor + AI-suggested Q&A + approval state
Conversation → AI extraction
Supervisor approval
Live update
Knowledge base

Your Knowledge Base Shouldn’t Take Weeks to Update

Update answers instantly. Turn resolved conversations into future automation.

✓Push urgent updates in seconds during outages, promos, or policy changes
✓Let operators submit useful conversations for knowledge enrichment
✓AI extracts suggested questions and answers automatically
✓Supervisor approval keeps control where it belongs

Fast enough for operations. Safe enough for enterprise.

07 / Routing
QueSMART routing

Route Every Conversation to the Right Next Step

Tag intent, control queues, and stop contacts from getting stuck with the wrong person.

✓Real-time intent tagging with QueSMART
✓Route to the right team automatically
✓Send qualified leads straight to top-performing sales groups
✓Auto-pause or redistribute missed or inactive chats
99% routing accuracy
Replace with real screenshot: routing dashboard with tags, queues, operator statuses, and redistribution logic
Intent classified
Routed to the right queue
08 / Triggers & Conversion
Classifiers + triggers

Don’t Just Classify Conversations. Convert Them.

When AI detects intent, Gen2B can trigger the next move instantly.

✓Classify issues, complaints, lead intent, and product interest
✓Trigger alerts, tickets, assignments, and workflow actions
✓Detect high-value conversations in real time
✓Connect hot leads directly to the best team
Detect → Trigger → Assign → Convert
+15% lead conversion
Replace with real screenshot: classifier builder + trigger configuration + lead routing example
Lead intent detected
Top sales team assigned
09 / Gen2Call
Replace with real screenshot: call analytics dashboard with transcript, summary, score, and classifier panels
Transcript
Classifiers
Full-call scoring
Gen2Call

Stop Sampling Calls. Score All of Them.

Gen2Call analyzes 100% of calls for quality, script compliance, customer intent, and operational risk.

✓Speech-to-text and full-call understanding
✓Keyword and semantic classifiers
✓Script adherence and operational checks
✓Complete visibility across all calls, not tiny samples
100% call analysis coverage
10 / QA & Emotion
QA scoring + emotion

Give Supervisors a System, Not a Random Sample

Score calls against your checklist, detect emotional risk, and focus review time where it matters most.

✓Custom QA scorecards with positive and negative scoring logic
✓Emotion analysis by tone and by content
✓Profanity and escalation detection
✓Review only the calls that actually need attention

Replace random QA sampling with full coverage and prioritized review.

Replace with real screenshot: QA scorecard + emotion graph + low-score or risk alert panel
Emotion signal
QA scorecard
11 / Gen2Agent
Gen2Agent

A Live Voice Agent — Not a Prerecorded Script Tree

Gen2Agent speaks naturally, answers from knowledge, executes actions during the call, and follows up after it.

Old way
  • Rigid scripted flows
  • Expensive voice production
  • Slow to update
  • Fragile customer experience
Gen2Agent
  • <1 sec response latency
  • Real conversational flow
  • Can use external tools during the call
  • Can call back when timing is bad
  • Can send WhatsApp follow-up in-call
Replace with real screenshot: live voice agent console with transcript, tool usage, callback, and WhatsApp follow-up
Live transcript
<1 sec latency
12 / Missed Calls
Replace with real screenshot: missed-call workflow → WhatsApp follow-up → resumed conversation
Missed call
WhatsApp follow-up
Conversation recovered
Outbound recovery

Turn Missed Calls Into Recovered Conversations

When customers don’t connect, Gen2B moves the conversation to the next best channel automatically.

✓Convert overflow or missed calls into chat
✓Trigger WhatsApp follow-up after no answer
✓Continue the conversation with full context
✓Improve reach without adding agent effort
63% outbound pickup rate
13 / Talk to Your Data
Data + action layer

Ask a Question. Get the Answer. Trigger the Action.

Gen2B turns natural-language questions into operational insight — and lets teams act on it immediately.

✓Ask business questions in plain English
✓Generate reports without digging through dashboards
✓Surface trends from conversations and operations
✓Create tickets or alerts directly from the insight

From analytics to execution in one flow.

Replace with real screenshot: natural-language query screen with answer, chart/report, and action buttons
Question asked
Action triggered
14 / Soft Collection
Replace with real screenshot: soft collection flow with outreach steps, payment outcomes, and recovery logic
Follow-up logic
Payment outcome
Expansion use case

When You Need Recovery, Not Just Support

Gen2B can extend from service automation into soft collection workflows with outbound follow-up and payment recovery logic.

✓Reminders with context
✓Multi-step outreach logic
✓Voice and messaging follow-up
✓Action triggers based on response outcome
67% actual payments rate
15 / Security
Enterprise control

Enterprise AI Without the Black-Box Risk

Deploy the way your organization requires — SaaS, private cloud, or on-premise.

SaaS

Fastest path to deployment for teams that need speed without sacrificing product depth.

Private cloud

More control for organizations that need stronger infrastructure boundaries and governance.

On-premise

Customer-controlled environment for highly sensitive workflows and strict deployment requirements.

Customer-controlled data Restricted access models Governance-friendly workflows Built for oversight
16 / Proof
Customer proof

Proof That Survives Production

Not lab demos. Not chatbot theater. Real operating results.

75%
Average automation in production
82.5%
Peak AI resolution rate
99%
Routing accuracy
100%
Call analysis coverage
+15%
Lead conversion uplift
63%
Outbound pickup rate
67% actual payments rate in soft collection
Kazakhtelecom Samruk-Kazyna KCell Punto Pago BI Group
17 / Close
Closing

The Contact Center Doesn’t Need More Tools. It Needs Fewer Manual Steps.

Gen2B gives teams one AI system to automate support, control quality, scale voice, and execute workflows across the customer operation.

Start with chat. Expand into the full operating layer.
See Gen2Chat View proof
Replace with final ecosystem collage: chat + routing + QA + voice + actions connected in one unified visual
One AI system
Fewer manual steps