Concetto Labs builds AI support agents to have real conversations over chat, email, and phone. They help close tickets by integrating directly with your CRM and ticketing systems. They go beyond typical FAQ ticketing systems. They understand customer intent, manage multi-step requests, and take action across connected business systems. They can also escalate complex issues to human agents with the full conversation context intact.
Trusted by startups and global enterprises across the USA, UK and Europe, Concetto Labs has been delivering high-performance AI-Driven software solutions for over 10+ years, helping ambitious businesses scale faster, deliver smarter and perform stronger in an ever-evolving digital world.
Engineering tomorrow’s digital experiences with next-gen technology to deliver verifiable ROI and sustained market leadership.
WEB & MOBILE APPS DEVELOPED
550+
TECHNOLOGY EXPERT
130+
YEARS OF EXPERIENCE
10+
HAPPY CLIENT
500+
CLIENT RETENTION RATE
97%
POWER APPS DEVELOPED
100+AI support agents are a hot topic in the world of customer service, and we have the numbers to show why. The global AI customer service market was valued at billions in 2024 and is projected to grow further by 2033 with an annual growth rate of about 23%, especially in North America and Europe. Gartner predicts that by 2029, 80% of customer service challenges that are easier to address will be tackled by AI customer service agents, with a resulting average cost savings for customer service of about 30%.
The transition goes beyond mere expenses. Customers today demand immediate and precise responses around the clock, and a basic chatbot that merely directs them to a help article simply doesn’t meet those expectations anymore. Support leaders in the UK, Germany, and the US are transitioning from simple chatbots to advanced AI agents capable of verifying orders, processing returns, and efficiently escalating tickets to the appropriate personnel, all without the need for human intervention.
For a growing company, that gap between "can answer" and "can resolve" is where customer support AI agent development pays for itself.
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SmartScale AI is an intelligent business automation platform designed to streamline operations, improve decision-making, and accelerate growth through advanced AI technologies. Leveraging machine learning, predictive analytics, and automation, it helps businesses work smarter, reduce manual effort, and maximize productivity.
Workpilot Automate is an all-inclusive AI Business Suite to help you simplify, automate, and grow your operations.
AI agents handle complex questions.
For example, a request is made by a customer, the order is retrieved, the policy is checked, an appropriate resolution is issued, the result is logged, and no keystrokes are made.
Support agents use retrieval-augmented generation (RAG) to find answers within your company’s policies, product documentation, and frequently asked questions. It doesn’t provide outdated or incorrect responses because it doesn't guess.
With each case that is resolved or escalated, the system learns more, and the agent is able to answer a greater variety of questions.
AI agents understand context, intent, and conversation history, allowing them to respond appropriately even when customer requests are unclear or conversational.
AI agents can connect with CRM, help desk, order management, and other business systems to update records, create tickets, process requests, and trigger workflows.
When an issue requires human judgment or falls outside defined policies, the AI agent can seamlessly transfer the conversation to the right support team with the relevant context included.
Customers communicate across multiple platforms, and so should agents. We create AI-powered agents that span communication modes across live chat, email, WhatsApp, and telephony, enabling agents to move effortlessly between conversation channels without losing context.
An AI agent can only carry out actions within the systems. That is why we have created seamless integrations with Zoho, Salesforce, Zendesk, HubSpot, and Freshdesk, the leading platforms, to deliver an AI agent that can take the initiative and look for orders, update records, and even close tickets in the systems that your team uses frequently.
We know that not every interaction should be fully automated. We provide an AI agent that acts as a copilot for your live agents, drafting replies with the relevant policy and order information. This helps agents to respond quickly and provides you with the opportunity to decide the threshold of desired automation.
The solution considers policy limits, and PII is seamlessly integrated, as well as providing an audit trail for every action, and thus addresses the needs of regulated industries and compliance, when the remaining frameworks, for example, GDPR for UK and EU businesses, HIPAA, and PCI DSS where applicable, are addressed.
Our dashboard gives analysis of containment rates and time to resolve a contact; all of this is actionable and, above all, helps you understand what your agent is managing the most and what gaps are uncovered that remain to be automated.
The agent's performance on each call affects how the system performs as a whole. We regularly examine missed intent and ambiguous cases, which results in system improvements on a continuous basis. That decreases the need for agents to resort to workarounds in order to achieve system functionality.
Share your top ticket types and current support setup, and we'll map out where automation fits and what it's worth to you.
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We go beyond simply connecting a standard AI model; we create the RAG pipelines, integrations, and safeguards that ensure an agent is fully prepared for production.
Demonstrated ability to operate in the business worlds of the UK, Germany, and the US. We acknowledge the different compliance needs and customer needs in different markets, spanning from the GDPR in Europe to the similar needs of the CCPA in the US.
We build on top of the CRM and help desk tools that you already use, avoiding the need for a painful platform switch.
We give you a detailed plan as well as a functioning prototype so that you can see for yourself if we can contain your ticket data. With that, you can make an informed decision if you want to continue with the integration.
You work with the same people from initial design to the build to ensure full context is maintained.
We remain fully engaged even after the go-live phase. Continuous monitoring and weekly adjustments are integral to the engagement. This makes sure that containment continues to rise post-launch rather than leveling off.
Sales function improvement is crucial in modern business competition for organizations that are after success. To boost sales performance with the aim of increasing organizational revenue, Microsoft Dynamics 365 for Sales is packed with an array of tools. This post seeks to discuss how Automation in Dynamics 365 for Sales could enhance the sales team’s performance by looking at the main characteristics, mechanisms, and pros.
AI-powered automation is changing the definition of the affair for contemporary enterprises that design, run, and enhance their workflows. Through the development of Power Automate flows, companies have moved away from dependency on static, rule-based automation only. They are now creating smart, self-optimising AI, Copilot, and predictive insights-driven workflows. This article discusses Microsoft Power Automate features, the importance of AI, and the journey of a company towards achieving true operational efficiency through AI-powered automation, intelligent approvals, and advanced workflow optimisation.
Microsoft Power Automate is a very basic workflow-based automation tool that just works by dragging and dropping tasks to automate repetitive and manual processes. The main goal of Microsoft Power Automate is to allow both programs and non-programmers to automate repetitive operations by a step-by-step rule-based flow.If you are looking to create a process, make a flowchart and visualize the process flow before you start. There are several phases such as variables, loops,
A chatbot uses artificial intelligence to match messages to pre-scripted messages or responses. customer support ai agent makes use of multiple steps and takes action like verifying a customer, and checking and/or processing orders and resolutions in the company’s systems. One answers; the other resolves.
A single-channel, focused pilot usually takes around 6-10 weeks; broader deployments across multiple channels that involve deeper integrations and human-in-the-loop workflows usually take around 3-5 months, all depending on the required scope.
Yes. We use and work with your existing systems and platforms, whether they be Zoho, Salesforce, Zendesk, HubSpot, or Freshdesk. Our agents link and integrate with them using APIs.
No. We intend to move repetitive support tickets to our system in order for our team to focus on tickets that are of a more complex nature and require more extensive human support. Guardrails ensure support tickets are transferred.
Guardrails, PII, and auditing are all addressed and included before anything else. For our clients in the UK and EU, this means GDPR compliance; for our regulated US sectors, we adjust and comply with regulations like HIPAA and PCI DSS.
Our clients share their experiences of working with us to build reliable digital solutions that address real business needs. Explore their feedback to learn how our team helps businesses improve processes, adopt the right technology, and turn ideas into successful solutions.
Indonesia
Sonat Yalcinkaya
Founder & CEO of Soyaka"I am the founder and CEO of the Shox application and Soyeka AI.I've been working with the Concetto Labs team for about two years at this point. They have worked with us in a very productive, supportive, and collaborative manner ever since day one. I appreciate you talking with me."
Botswana
James Mukabi
Founder & CEO of Kgalagadi Pharmacy"I'm James Mukabi from Botswana, and I'm a happy customer of Concetto Labs.In order to create our new medicine delivery app, we built Concetto Lab.I discovered the Concetto Labs crew to be highly professional and knowledgable about their job when we were developing the app. The crew is welcoming, they listen to you, and they walk you through each step as the project takes shape. Finally, I can attest that the product was precisely what we had envisioned."
USA
Kevin Cooper
Founder & CEO of Skrachy"I am the creator and CEO of Scratchy, a DJ-focused digital streaming platform.About 2.5 years ago, I approached the Concetto Labs team with nothing more than an idea and a vision.The team at Concetto Labs was able to implement that notion & goal.A streaming platform by the name of Scratchy also has a built-in marketplace, an advertising engine, and a mobile app.Without the Concetto Labs team's devotion & commitment, I'm not sure how I would have been able to do this."
Italy
Francesco Defazio
Founder & CEO of HoliSoft"My company is a software house, but we have no expertise in web development.We have been working with Concetto Labs for two years.We are very happy with our collaboration because they are very efficient, fast, and also have excellent graphic solution.Thank you, Concetto Labs."
Panama
Andres
Project Manager at Fennix Global"These are a few justifications for choosing Concetto Labs for your upcoming website project.They are quick implementation timeframes, capable & accommodating customer service, and frequent meetings that facilitate seamless project progress.Concetto Lab provide a strong foundation that will meet our demands for a number of years.For anyone searching for solutions for website development, I heartily suggest them."
USA
Mercy Nyamangwanda
Founder & CEO of KAI App"My name is Mercy. I am the owner of the Kai app, and I had the chance to collaborate with Concetto Labs to have this fantastic software made for me.Because I had the finest experience, I would give it a five out of five. It was always excellent, quite professional, and the software was well-liked.And if I were to work with them again, I'd suggest Concetto Labs to anyone looking to download or make apps."
Australia
Stephen Joseph Donohue
Founder of True Serendipity PTY LTD"Hi, guys. My name's Donohue. I work from the Gold Coast in Australia. I've been developing SaaS apps now for a year or so, generally through base44. My most recent apps are Freelance Synergy and Smallbiz AI Solutions. I've also produced a WordPress blog from Smartbiz Metrix, which I've also created. The Freelance Energy and Small Biz AI were Developed and QA by Rahul and Gaurav from Concetto Labs. These guys are just brilliant. They're so easy to work with. They've done a wonderful job. I couldn't recommend them enough. They're always there when I need them. Even if one particular project is finished and something goes wrong with it, I give them a call and they fix it for me instantly. So highly recommended. I definitely will be using them again, and I suggest you do as well."
Reach out for inquiries, partnerships, or support. Our team is ready to assist you.
YEARS OF EXPERIENCE
TECHNOLOGY EXPERT
CLIENT RETENTION RATE
MOBILE APP DEVELOPED
HAPPY CLIENTS
WEB APP DEVELOPED
