Automated Customer Service


Connect customer service with all relevant departments to assure fast issue resolution and premium customer experience each time

Bulb solutions


Work as a team and automate processes across departments to resolve issues faster

Redefine first line support with Bulb Automated Customer Service by empowering agents with automated background investigation and root cause analysis, 360 service visibility, a unique automatic remedy, and guided support concept via various channel interfaces. As a result, increase customer satisfaction and boost customer service efficiency.

Furthermore, seamlessly collaborate and update about problem-solving process stages and status over the preferred customer channel (email, SMS, Facebook, Whatsapp, Viber, etc.).

And finally, avoid drowning agents in multiple legacy applications to complete a single call. Instead, choose a robust tool including all relevant data, and AI-assisted recommendations to resolve issues fast.

Rearrange multiple stages of customer request solving process with Cempresso Automated Customer Service

All of this is possible with Cempresso Automated Customer Service – a system for tracking, prioritizing, and solving customer support requests designed to:

  • Streamline and consolidate customer requests from multiple channels (mail, web, chat) in one place and easily track them by converting them into Cases/Tickets
  • Automate repetitive tasks and procedures in customer service, and orchestrate support teams to resolve issues faster
  • Track and solve problems faster through task console with guided flows and 360 visibility


Automated Customer Service key features

Full process automation

Connect customer service with all relevant departments to solve customer requests fast using BPMN based automation layer. This will engage customers through self-care applications on various channels and help deflect repetitive tasks from live agents.

SLA Management

Set deadlines for response to a request and resolution based on different business hours or categories.

Improve agent efficiency

Work on multiple issues with an optimized, intuitive layout without losing time on issue detection, analysis and remedy action suggestion. The tool will perform all the needed steps and deliver the correct information to an agent.

Support across multiple channels

Unify and manage all support-related communications from multiple channels (Whatsapp, Viber, Facebook, mail, web, SMS, etc.) on a single platform. Deliver instant and precise answers to your customer’s questions for faster resolutions.

Custom Request Status

Create custom statuses that suit your workflow to identify what stage a ticket is in. Furthermore, provide quick, consistent responses to common questions by creating pre-formatted replies.

Measure and improve efficiency

Identify problems, plan based on metrics and improve helpdesk performance.


Engage the customer and empower them with state-of-the-art self-care applications

We know customers do not want to call and wait in line for an agent to pick up. As already mentioned, they want their issues to be solved quickly and the service to be up and running in no time. That is why we designed a self-care to fit their needs that works.

Instead of losing time in queues, our Automated Customer Service empowers customers to solve the most common issues through virtual agents and knowledge bases on various channels.

Leverage existing IT infrastructure components

Our Automated Customer Service is seamlessly integrated with existing IT components without the need for a massive replacement.

Integration Framework:

  • supports various API protocols
  • simple and seamless driver invocation/call from the workflow design mode
  • driver pooling and throttling concept for efficiency and resource management
  • brings together all the machine-to-machine interactions
Bulb solutions

Automated Customer Service benefits

  • Reduced agent onboarding time

  • Improved agent productivity

  • Premium customer experience

  • Decreased number of repeated calls

  • Increased First Call Resolution

  • Easy issue tracking and faster issue resolution

Insights and resources


Automating Customer Care Troubleshooting and Diagnostics

The Cempresso Customer Care software platform automates customer support and enhances knowledge management in the evolving business landscape.

Through AI-driven suggestions and the management of simple, repetitive tasks, the Cempresso suite simplifies the way companies deliver unforgettable experiences to clients.

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Telco Troubleshooting Automation

Over the past 15 years, Bulb Technologies has earned a reputation as a leader in broadband service management.
The company has helped communications service providers - fixed, cable and mobile - deliver a superior customer experience while dramatically reducing operating costs.

Our Telco portfolio offers a new approach to automated end-to-end diagnostics, guided troubleshooting and analytics.

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The Ultimate Guide to Launching a Process Automation Project

As companies search for ways to make businesses more efficient, productive, and effective, automation has risen to the top of the must-have investment list. According to Gartner, between the years 2020 and 2021, the global RPA sector saw a growth of around 19.5%. Though that might not seem like a huge number, it was an increase of 7.6% in the previous year.

Automation is changing the way countless businesses operate. The question is, how do you get started with a new Process Automation Strategy?

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The Benefits of Low Code Applications

In the last couple of decades, the technology available to companies around the world has accelerated at an incredible pace. On one hand, this innovation offers endless opportunities to companies. You can now support customers and agents alike with virtual agents or implement IoT technology to collect information about tools in real-time.

Now, low-code and no-code applications mean any employee can make a difference to a company’s operations.

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Embracing Hyper Automation: The New Age of Intelligent Automation

Identified by Gartner as the number one strategic technology trend for 2020, hyper automation is a concept in the early stages of rapid industrial growth. Where automation leverages technology to automate human-focused tasks, hyper automation supports the rapid identification and automation of various processes via RPA (robotic process automation) and low-code platforms.
As digital transformation plans accelerate following COVID-19, organizations will demand more business process automation and IT innovation.

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6 Automation Predictions for Beyond 2021

Market-leading analysts like Gartner believe that the future will be marked by new levels of automation designed to make entire workflows more productive and efficient.

Elsewhere, executives are learning that even basic automation can be the key to maintaining employee performance, improving the customer experience, and outshining the competition.

While it’s difficult to say with certainty where the future of digitization will take us, we have created this list of automation predictions based on the trends we have observed in this incredible market.

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5 Amazing Ways to Digitally Transform Customer Experience

Today’s customers expect more than ever from the companies they buy from. In a digital environment, your customers want enriching experiences that feature speed, convenience, and personalization.

Fortunately, companies can use technology to align their customer experience strategies with the new age of customer expectations.
Take a look at just a few of the best strategies your business can leverage.

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Creating an outstanding experience with Cempresso Customer Care

A1 Slovenia was among the first ones to recognize the need for optimization and simplification of processes to provide their customers with a unique and improved digital experience. But to deliver it, they needed a trustworthy and experienced partner. For that, they chose Bulb as a partner to implement the “Cempresso Customer Care” solution – a platform with proven efficiency within the A1 Group.
In short, the project goal was to empower end customers and customer support, representatives with the state-of-the-art solution – easy to comprehend, fast in analysis and interpretation, and accessible through any desired channel.

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