Airkit

Airkit is a customer experience automation platform that enables businesses to build AI-powered customer service applications and experiences. The company specializes in creating flexible, omni-channel customer engagement applications and AI-based customer service agents for Fortune 500 and fast-growing businesses. Airkit's technology allows for the development of personalized customer journeys by integrating existing systems without requiring extensive coding skills.

The platform's core functionality revolves around AI Agents that can handle a wide range of tasks including order status updates, return and exchange support, order issue management, product information, and technical support. Unlike traditional chatbots, Airkit's generative AI agents are designed to provide highly-personalized resolutions through empathetic and human-like conversations. The platform offers two primary operating modes: Co-Pilot, which assists customer service teams in choosing appropriate actions, and Auto-Pilot, which autonomously resolves customer issues.

Airkit's solution integrates with popular ecommerce and helpdesk systems, augmenting existing tech stacks with AI Agents designed for instant customer service. The platform's initial setup and deployment process is designed to be fast and easy, typically completed within a couple of hours. It includes features like a Supervisor view for real-time optimization of AI Agents and the ability to refine their understanding of dynamic business policies and promotions.

In September 2023, Salesforce announced its agreement to acquire Airkit.ai. The acquisition, which was completed in October 2023, integrated Airkit into Salesforce's Service Cloud division. This move was aimed at enhancing Salesforce's AI capabilities and improving customer experience across its various platforms including Service, Sales, Marketing, and Commerce.

Key customers and partnerships

Airkit has established partnerships with several notable companies. It is integrated with Salesforce's AppExchange platform and has been a Salesforce Ventures portfolio company. The company's customer base includes enterprises such as Crawford & Company, First Fidelity Bank, US TODAY, Mercato, American Public Life, MUFG, Soleo Health, and Faherty Brand.

ERC, a customer of Airkit, reported achieving 9x faster development and 100% PCI Compliance with secure payment capture across digital and voice experiences. SkipTheDishes, another client, accelerated their onboarding process by 3x and increased revenue from faster sign-ups, with 80% of new restaurants onboarded in a fully touchless manner.