Zingly.AI A CX Tool that Focuses on CX
If you get a pitch from a CX vendor, its mostly likely they are going to focus heavy on the bottom line. At some point during the session, they will look at you and say, “install our product and you will save (dramatic pause while moving their pinky to their mouth) billions!”. And of course, who doesn’t want to increase their team’s effectiveness and lower cost.
Recently I met the folks at Zingly and was impressed by the demo of their solution. Their idea, what if in addition to increasing effectiveness to drive down cost, we also focused on upping the ante with a better customer experience. Improved customer satisfaction and reduce costs. That’s a combination you can’t beat.
A central element of Zingly’s approach is the concept of persistent engagement. Instead of ephemeral sessions that vanish when a browser closes, Zingly creates a a dynamic, multimodal container or room, that holds the entire customer journey. Whether it’s a budget recommendation based on account analysis or a bill payment initiated through authenticated access, the interactions persist across time, channels, and context. Customers can return days later and pick up exactly where they left off.
The solution doesn’t just persist the chat. I provide intelligent workspaces that support chat persistence, voice and video escalation, document sharing, screen collaboration, and even integrations with tools like DocuSign and calendars. Rooms can be organized by topic or customer, and they’re multi-party by design, enabling seamless collaboration between AI agents, human agents, and customers.
Zingly’s agentic AI also supports integration CRMs like Salesforce and Zendesk in real time, pushing AI-generated summaries and updates directly into the system of record. It can initiate digital experiences, classify risk scenarios, and escalate based on frustration signals or transaction thresholds. And it does all this while respecting the rigor required in regulated industries, using a client-specific Retrieval-Augmented Generation (RAG) framework that ensures responses are grounded in verified documentation, not hallucinated guesses.
The platform also integrates with existing tech stacks, sitting in front of IVRs like Five9 and creating support tickets automatically when escalation is needed. Agents can be notified via Slack, Zoom, or desktop alerts, and Zingly’s Agent Co-Pilot helps them navigate multiple rooms with skill-based routing and AI assistance.