Graia Launches Agentic AI Platform, Redefining Customer Service with Empathy
London, United Kingdom – Graia, a newly launched Agentic AI platform, is poised to revolutionize customer service by integrating empathy and advanced artificial intelligence. Bulb Technologies, Geomant, and Buzzeasy, operating within the Bosqar Invest group, unveiled Graia on June 2, 2025, marking a meaningful step toward AI-driven customer interactions. This proprietary Agentic CCaaS (Contact Center as a service) and GenAI platform aims to offer scalable, personalized solutions for businesses seeking to enhance customer experiences.
What Is Agentic AI and Why Does It Matter?
Agentic AI represents a paradigm shift in how AI systems operate. Instead of merely executing pre-programmed tasks, Agentic AI can make decisions, learn from interactions, and adapt autonomously. This is particularly crucial in customer service,where understanding and responding to nuanced human emotions can significantly impact customer satisfaction and loyalty.
Graia’s Agentic AI platform promises to move beyond simple automation. It enables enterprises to deploy intelligent agents that evolve with each customer interaction. Marko Martinović, CEO of the Graia Initiative, emphasized that Graia is not just another AI product but a “reinvention of how customer experiences are delivered.”
The Technology Behind graia
Graia leverages in-house intellectual property from Bulb Technologies, Geomant, and Buzzeasy. This platform provides a unique blend of CCaaS and Agentic AI, designed to boost productivity, scale operations, and drive growth. Tomislav Glavaš, a Member of the Management Board of BOSQAR d.d., highlighted that Graia’s launch provides the AI portfolio developed within these companies with its own identity and growth prospect.
Graia’s technology stack includes:
- Generative AI (GenAI): Creates tailored solutions focused on revenue growth.
- Conversational AI: Facilitates smarter and more empathetic user interactions.
- Proprietary CCaaS IP: Ensures a fully owned and integrated platform.
The platform’s architecture prioritizes user perspectives, leading to more intuitive and satisfying customer experiences.
Graia’s Vision: Growth Through Empathy
The name “Graia” is inspired by the Croatian word “graja,” meaning a hubbub or a multitude of voices united as one.This reflects the platform’s goal of bringing together collective knowledge and experience to enhance user interactions.Graia emphasizes that growth and empathy are interconnected. The company believes that true growth is only achievable when empathy is at the forefront of every interaction.
Pro Tip: Consider how Graia’s focus on empathy aligns with broader trends in customer experience. According to a 2024 report by Forrester, 76% of customers prefer human interaction over digital channels when seeking empathetic support.
Key Features and Benefits
Graia offers several key features designed to improve customer service:
- Personalized User Experiences: Advanced AI technologies bring a new level of understanding to each interaction.
- Revenue Growth Measurement: offers the ability to track and measure revenue growth resulting from personalized experiences.
- Empathetic AI: Responds with empathy, setting a new standard in a world of generic AI solutions.
In essence, Graia aims to transform customer interactions from transactional exchanges into meaningful conversations.
Graia Compared to traditional Customer service Platforms
Here’s a comparison illustrating how Graia differentiates itself from traditional customer service platforms:
| Feature | Traditional Platforms | Graia |
|---|---|---|
| AI Capabilities | basic Automation | Agentic AI with Empathetic Responses |
| Personalization | Limited | Highly Personalized User Experiences |
| Focus | Cost Reduction | Revenue Growth and Customer Satisfaction |
| Scalability | moderate | Highly Scalable |
The Companies Behind Graia
Graia is backed by Bulb Technologies, geomant, and Buzzeasy, which collectively employ around 250 people across multiple countries including hungary, Croatia, Romania, the united States, the United Kingdom, Serbia, and Germany.
- Bulb Technologies: Specializes in service assurance and customer experience management.
- Geomant: Focuses on advanced communication solutions and omnichannel integration.
- Buzzeasy: Delivers cloud-based customer engagement solutions with a focus on simplicity and automation.
these companies operate under the BOSQAR INVEST umbrella, supported by investments from the European Bank for Reconstruction and Development (EBRD) and MidEuropa.With a buy-and-build strategy, BOSQAR INVEST has acquired 84 companies since 2016 and employs over 15,000 people across 20 countries.
The Future of AI in Customer Service
The launch of Graia underscores a growing trend toward more sophisticated and human-like AI in customer service. As AI technology advances, businesses are increasingly looking for ways to leverage AI to not only automate tasks but also to create more meaningful and empathetic interactions with customers. Agentic AI, with its ability to learn and adapt, is at the forefront of this evolution.
Industry analysts predict that the market for AI-powered customer service solutions will continue to grow rapidly in the coming years. A recent report by Gartner estimates that AI will handle 30% of all customer service interactions by 2027, up from just 5% in 2017.
Did You Know? According to a 2024 study by PwC, 65% of consumers feel that a positive customer experience is more influential than great advertising.
Frequently Asked Questions About Agentic AI
- What Is Agentic AI? Agentic AI is an advanced form of artificial intelligence capable of making decisions, learning from interactions, and adapting autonomously.
- How Does Graia’s Agentic AI Platform Enhance Customer Service? It enables intelligent agents to understand and respond to customer emotions, personalize interactions, and evolve with each conversation.
- What Are The Key Benefits Of Using An Agentic ccaas Platform? Improved productivity, scalability, revenue growth, and more empathetic customer interactions.
- How Does Graia Ensure Empathetic AI Interactions? By prioritizing user perspectives and integrating conversational AI technologies.
- What Industries Can Benefit From Graia’s Agentic AI solutions? Telecommunications, finance, retail, and any business that relies on customer interaction.
What are your thoughts on the role of AI in customer service? Share your experiences and opinions in the comments below!
