transcosmos Adds AI Agents to CX Platform

transcosmos has expanded its customer experience platform into trans-DX Plus for Support, adding AI agents designed for customer interactions and contact center operations. The company plans to deploy the platform to 200 companies by the end of the current fiscal year. Built through an alliance with vottia inc., the service combines AI automation with human support for businesses handling customer inquiries. In one client case, replacing a repair-service voice bot with a voice AI agent raised the self-service resolution rate from about 19% to 52%.

Human And AI Support

trans-DX Plus for Support is a customer experience platform that helps businesses manage customer touchpoints while aiming to optimize operating costs. It adds autonomous AI agents to trans-DX for Support and is intended to provide hybrid operations that pair automated responses with human assistance.

The platform uses vottia’s AI agent technology, including multi-LLM functionality and encryption capabilities. transcosmos also provides support from implementation through operations and continuous improvement for companies adopting the platform.

Flexible AI Model Choices

Organizations using trans-DX Plus for Support can choose from multiple generative AI models, including OpenAI and Google Gemini, even after deployment. The platform also includes encryption and guardrails for risk control, alongside integration with transcosmos’s communications infrastructure for transaction management.

For employers and customer support teams, the offering is aimed at businesses that want to automate more routine inquiries while keeping human support available for customers who need it.

Results From Repair Inquiries

transcosmos reported that one client replaced a voice bot for repair-service inquiries with a voice AI agent. The change increased the client’s self-service resolution rate from approximately 19% to 52%, according to the company.

The company positions the platform as a way to combine natural customer conversations through AI with human support when needed. Its target is to help clients improve customer experience while pursuing stronger returns on their customer service operations.

Deployment Plans

transcosmos plans to deploy trans-DX Plus for Support to 200 companies by the end of its current fiscal year. The service is aimed at organizations across industries that want to use AI agents in contact center and customer support workflows.