Ephanti Support: AI that makes every interaction matter
Introduction
Today’s support teams need more than ticketing systems. They need intelligence that understands customer needs, adapts to context, and responds across every touchpoint. MEVA is the AI engine behind Ephanti that connects conversations, workflows, and data in real time. It helps teams resolve issues faster, reduce costs, and deliver consistent, high-quality service experiences at scale.
This guide explains the five AI capabilities that form the foundation of Ephanti Support. Each capability is designed to enhance a critical part of customer service and can operate independently or as part of a connected system. Together, they create a unified, proactive, and intelligent approach to support that drives efficiency, consistency, and customer satisfaction.
Unified Intelligence Hub
Turn conversation chaos into customer clarity. Support teams juggle separate tools for email, chat, phone, and social, losing context at every handoff. The result? Frustrated customers, slower resolutions, and agents who spend more time switching systems than solving problems.
Agents waste precious minutes across multiple dashboards to resolve one issue. Context disappears as conversations shift from email to chat to voice. Teams can’t see the full picture, leading to repeated questions, longer handle times, and customers who feel unheard.
Our Unified Intelligence Hub brings every customer interaction into one intelligent interface. Powered by MEVA, it provides complete context, real-time insights, and next-best actions so agents can focus on solving problems, not finding information. A universal inbox, smart routing, and seamless channel switching ensure every conversation builds on the last.
- Manage all channels from one place with unified voice, email, chat, social, and messaging
- Access full customer context instantly with AI-powered insights
- Resolve issues 40% faster through streamlined workflows and contextual visibility
- Improve first-contact resolution with complete information in one view
- Switch channels without losing context as customers move between chat, phone, and email
Who benefits: Support teams, customer service managers, and contact center operations managing high-volume, multi-channel interactions.
Example: A customer starts with website chat, then calls about the same issue. Instead of starting over, your agent sees the complete history, understands the problem immediately, and resolves it in minutes.
Enterprise Automation Engine
Stop building workflows that break with every change. Most automation handles simple tasks while complex processes still depend on manual effort. Custom development takes months and costs thousands, leaving teams stuck with rigid systems that can’t adapt.
Support teams still route tickets manually, escalate based on guesswork, and follow static SLAs that ignore customer context. Basic automation tools fail with complex scenarios, while custom development remains slow and expensive.
Our Enterprise Automation Engine orchestrates adaptive workflows that evolve with your business. A visual workflow builder enables non-technical users to automate sophisticated processes. MEVA powers predictive routing, sentiment-triggered escalation, and dynamic SLA management that adapts in real time.
- Build complex workflows in days with a visual drag-and-drop designer
- Route tickets automatically based on skills, availability, and success patterns
- Escalate intelligently when sentiment shifts to prevent bigger issues
- Adapt SLAs dynamically based on customer value and urgency
- Scale operations without adding headcount through intelligent process automation
Who benefits: IT operations, service managers, and business process owners managing complex workflows.
Example: A high-value customer submits an urgent ticket during peak hours. The system automatically assigns it to your best agent, adjusts SLA timelines, notifies management, and tracks resolution without any manual steps.
MEVA AI Assistant
Turn every agent into your best agent. Traditional chatbots frustrate customers with rigid scripts. Agents need real-time intelligence that understands context, retrieves knowledge, and recommends the right actions without disrupting their flow.
New agents struggle to reach expert-level efficiency. Knowledge bases are hard to search, and responses vary by agent. Training takes months while satisfaction drops. Simple bots can’t manage complex issues and increase escalations instead of reducing them.
The MEVA AI Assistant delivers real-time coaching, contextual recommendations, and instant knowledge retrieval. Our agentic AI goes beyond chatbots to perform tasks, access systems, and assist decision-making while keeping control with humans.
- Coach agents in real time with contextual recommendations and next-best actions
- Generate smart response suggestions using customer history and live context
- Retrieve knowledge instantly from documents, policies, and guides
- Automate routine tasks while escalating complex issues with full context
- Continuously learn from agent feedback and customer outcomes
Who benefits: Customer service teams, training programs, and support managers seeking consistent quality and faster onboarding.
Example: A new agent receives a complex billing query. MEVA surfaces the right policy, suggests a response, and guides resolution steps, delivering expert-level service on day one.
Omnichannel Voice Integration
Eliminate phone system silos by unifying voice with digital channels. Traditional phone systems operate separately from chat and email, creating duplicate data entry and fragmented experiences.
Agents manually update CRM after calls, voice analytics remain isolated, and customers repeat details when switching channels. IT teams manage separate systems that add cost and complexity.
Our Omnichannel Voice Integration unifies voice with digital channels in one platform. Native voice capabilities enable advanced analytics, intelligent routing, and seamless switching between channels without losing context.
- Replace legacy phone systems with built-in native voice
- Route calls intelligently using skills, availability, and customer context
- Switch between voice and chat without losing conversation history
- Record and analyze automatically with transcripts and sentiment detection
- Sync CRM automatically with call summaries and insights
Who benefits: Contact centers, remote support teams, and organizations needing unified communication and compliance tracking.
Example: Customer calls about an issue discussed in chat yesterday. The agent instantly accesses the chat history, continues the conversation naturally, and resolves both concerns in one call.
Self-Service Intelligence Platform
Create self-service that works instead of sending customers back to the queue. Traditional FAQ systems and basic chatbots can’t handle complex requests, forcing customers to contact support for issues they should be able to resolve themselves.
Customers abandon self-service after hitting dead ends with rigid menu structures. Basic chatbots provide scripted responses that don’t address real problems. FAQ searches return irrelevant results. Simple issues require agent contact because automation can’t understand context or handle multi-step processes.
Ephanti’s Self-Service Intelligence Platform uses advanced conversational AI to understand intent, handle multi-turn dialogues, and execute actions. MEVA learns from every interaction to improve continuously while preserving context for escalations.
- Handle complex requests with natural language understanding and context awareness
- Execute workflows automatically for updates, billing, and service changes
- Escalate to agents with full conversation history and progress preserved
- Learn continuously to improve accuracy and resolution rates
- Support multiple languages for global customer accessibility
Who benefits: Customer experience leaders, self-service managers, and global support organizations with high inquiry volumes.
Example: Customer wants to update their payment method and review charges. The system completes both securely, shows transaction history, and confirms changes without agent involvement.
Bringing it all together
Ephanti Support unifies every part of customer service into one intelligent platform. MEVA powers the intelligence behind each capability, helping teams manage conversations, automate workflows, deliver faster resolutions, and empower both agents and customers with real-time insight. Together, these capabilities simplify operations, reduce response times, and create consistent, measurable outcomes across every support touchpoint.
Ready to transform your support experience with AI that delivers real results? See how Ephanti Support helps teams unify interactions, resolve issues faster, and deliver exceptional service from day one.
