Grio CX Customer experience

Your customers need a resolution,not a queue.

Grio CX resolves your customers’ requests end to end, on the phone, in chat and in messaging, grounded in your CRM and your core systems. When a conversation comes back to an adviser, it assists them in real time. In the languages and on the channels your customers use across the Global South.

Get a demo See how it works

Preview · Grio CXSee the platform

Grio CX interface: customer conversation queue with analysis and escalation

Integrated with your CX stackSalesforceZendeskWhatsApp BusinessAfrica’s TalkingGenesys

Products

Four products,one knowledge layer.

Everything you need to automate customer service and make your advisers more effective.

AI support agents

They answer your customers, in writing and by voice, and see the request through.

WhatsApp Business

Africa’s Talking

AI voice support

Natural voice agents that hold your call scripts in your brand tone.

Genesys

Africa’s Talking

Copilot for your teams

The right knowledge and a suggested reply, while the adviser is on the line.

SalesforceZendesk

Knowledge graph

Your scattered data, brought into one layer that grounds every answer.

SharePointConfluenceGoogle Drive

Built for your enterprise

Three layers ofreliable support.

Automating support is easy. Automating it without a spike in complaints is not.

Layer 01

Grounded conversations

Every answer draws on the real state of the customer account and your current policies, not a static script.

Layer 02

Confidence-based escalation

Grio hands over to a person as soon as confidence drops, with the full transcript and a suggested action.

Layer 03

Tone and compliance guardrails

Regulated language, mandatory disclosures and brand tone are enforced on every message before it is sent.

Grio14:02

Your claim SIN-2291 is with the assessor; the appointment is Thursday at 2 pm.

A. Koné14:03

Thanks. And the amount?

“Where is my claim?”Customer · 14:02

Claim SIN-2291 · assessment ThursdayReply grounded in the real file

Source: claims managementRead at reply time

Grio14:05

The amount is disputed: I’m passing the conversation to an adviser, with the full transcript.

A. Koné14:06

Fine, I’ll wait.

Customer disputes the amountFull transcript attached

Suggested action: goodwill gestureFor the adviser to approve

A. Diallo takes the conversation09:34

Before sending3 checks

Mandatory notice addedCooling-off period

Brand toneFormal, no jargon

Regulated languageNo promise of a refund

Ready to send to the customer

In action

The conversations your teamsshould not have to hold.

From support tickets to call-centre operations, Grio keeps customer interactions moving, with no queue.

Handle support ticketsAnswer product questionsSchedule service appointmentsUpdate customer accountsResolve billing issuesHandle onboarding supportAutomate follow-upsProvide multilingual support

Going further

The questionswe get asked.

01What makes support “agentic”?

A chatbot answers questions. An agentic system pulls the claim, checks eligibility, updates the case and confirms the outcome. The same steps a trained agent takes, performed consistently at any hour.

02Where is the data hosted?

In your VPC or on-premises, according to your data-residency requirements. Connections to your systems and hosting needs are defined with your team before the first deployment.

03Who approves what an agent is allowed to do?

You do. Sensitive actions go through the approvals you define, and every action is logged, replayable and exportable for your risk and audit teams.

What if we started with your day-to-day?

A resolution, not a queue.Deployed in weeks, not quarters.

Get a demo

Thirty minutes to scope the process, the systems and the approvals. Or write to us at [email protected]