Are your agents still hopping from one tab to another, updating CRMs manually, and typing out responses by themselves?
This is the daily reality for most support teams.
And the result? Resolution times SUFFER, and customer satisfaction scores drop.
That’s exactly the reason we’ll cover how CX leaders are using Thunai for CX automation in voice, chat, email, and backend operations.
How Customer Experience Leaders Are Using AI Automation in 2026
The pace of customer expectations has surpassed the support processes. And to validate this, these issues are now showing up in churn rates, CSAT scores, and agent attrition.
CX leaders in 2026 face a compounding problem. Volume is rising. Budgets are flat. However, customers still expect the same speed and consistency they get from consumer apps in every support interaction they have with a business.
What Makes Thunai Different from Traditional CX Automation Tools
Most automation tools solve ONLY one problem. Thunai solves the full stack. Where legacy tools offer a chatbot or a routing rule, Thunai builds a connected intelligence layer across your entire operation.
At the center is Thunai Brain, a unified knowledge system that takes in your documents, policies, tickets, and live application data. In doing so, everything feeds into one source of truth.
Every feature draws from this Brain. Meaning, every automated response is grounded in your actual company knowledge rather than generic AI outputs.
- Not Just Automation, Intelligence: Thunai Brain detects contradictions across documents and resolves them. In doing so, agents and AI always surface the right answer, not competing versions of it.
- Built for Your Stack: Thunai MCP connects with any app that uses API keys, with 50+ native integrations including Salesforce, Genesys, and Jira. Two-way data sync means Thunai reads from and writes back to your existing tools.
- Human and AI Together: Thunai does not replace your team. The AI handles the first layer of every interaction. However, human agents stay in control with full context at every step.
How CX Leaders Use Thunai to Automate Voice Support
Voice AI is the riskiest communication mode when it comes to customer experience. An incorrectly handled phone call is enough to end a customer relationship.
Thunai uses AI-based voice agents for answering standard questions and helping human agents to answer complicated queries.
A globally recognized travel agency handling over 350,000 monthly interactions used Thunai Omni to deploy an AI voice agent on their phone lines.
The AI resolved 60% of simple questions instantly. In doing so, human agents were freed up for complex itinerary changes and high-value bookings.
- 24/7 Availability without Staffing: Our AI voice bots take care of answering all the queries by connecting through voice calls and responding to queries about products/policies using information from your knowledge base.
- Co-Pilot for Human Agents: When there are complicated calls, Thunai will listen and then give you real-time information regarding price, policies, or any history related to the customer. So now agents don’t need to switch tabs and make quick calls.
- Zero Missed Calls: A Toronto real estate agency using Thunai eliminated 100% of missed calls outside office hours. In doing so, the agency tripled confirmed property viewings within the deployment period.
How CX Leaders Use Thunai to Automate Chat and Email Support
Chat and email make up the highest volume channels for most support teams. Speed and consistency here directly shape CSAT scores and agent workload. Thunai automates both without asking agents to change the tools they already use.
A major US ticket booking platform handling 300+ daily support emails deployed Thunai as an embedded widget inside their existing CRM.
Agents received a ready-to-send draft for every ticket, drawn from their SOPs and policies stored in Thunai Brain. Handle time dropped by 60%.
- Instant Email Drafting: What previously took minutes of writing now takes seconds of reviewing. Replies are accurate and policy-consistent. But also, they are generated before the agent even opens the ticket.
- Automatic Categorisation: Thunai reads every incoming email and sorts by issue type before an agent opens the queue. Meaning, teams start each day knowing exactly what needs urgent attention.
- Chat at Scale: A North American retailer supporting 350+ daily chat queries achieved a 4x improvement in resolution speed. In doing so, they deployed Thunai inside Salesforce as a native widget.
How Thunai Omni Coordinates AI and Human Agents in One Workflow
The failure point in most AI deployments is the handover. Customers repeat themselves. Context gets lost. Agents inherit a half-resolved interaction with no history.
Thunai Omni stops this by running AI and human agents from a single unified workspace - with Thunai’s real-time AI voice assistance that supports agents in real time for up to 450+ daily tickets adding a 50% reduction in AHT.
Supervisors view a live dashboard of all active interactions, each marked by sentiment. When the AI detects frustration or escalation risk, a supervisor is alerted straight away. In doing so, they can act before the customer disengages.
- Sentiment-Based Barge-In: Whenever the customer gives out distress signals during a real-time phone call, Thunai lets the supervisor know about it. The supervisor joins the conversation with all the relevant information to diffuse the situation. Which means that there will be no more instances of customers disconnecting before being able to get any assistance.
- Hand-off From AI to Human: During a handoff, the human representative receives the complete transcript of the conversation, details of the customer's history, and an action suggestion. And by doing this, the solution process continues exactly where the AI had left off.
- One Workspace for All Channels: Representatives take care of phone calls, chats, and emails from one common workspace. There is never a need for the customer to repeat his or her story since everything from different channels is combined into one interaction record.
How CX Leaders Use Thunai to Automate Workflows Across CRM and ITSM
Automation that stays inside the support interface only solves half the problem. The real productivity gain comes when resolved interactions automatically update the systems your operations run on. Thunai MCP makes this possible with two-way data sync across 35+ enterprise applications.
Speeding up ticket closures of 400+ tickets on Salesforce and automatically keeping a record of all 600+ customer interactions on a daily basis.
Every call summary, chat interaction, and email response writes back to your CRM or ticketing system automatically as the conversation closes.
In other words, managers receive full audit trails without agents having to input a single data entry manually.
- CRM Update Automation: Interaction summary notes, sentiment tags, and outcome of resolutions are instantly updated in Salesforce, HubSpot, or any other connected CRM application. No manual logging is needed.
- ITSM Ticket Generation: Thunai workflows make customer complaints support ticketsts automatically. But what's more important is the fact that when multiple customers raise the same issue, the cycle completes itself before it becomes a crisis.
- Custom Connectors: When your technology stack involves proprietary or legacy applications, you can use Thunai MCP to generate custom connectors based on OpenAPI. What's important about this is that no engineering assistance is required.
How Thunai Brain Keeps Automated Responses Accurate at Scale
Accuracy is what separates useful AI from a liability. Generic AI models produce confident answers that may not match your policies or current product state.
Thunai Brain solves this by grounding every automated response in your own verified company knowledge. For Fortune 100 retailer Thunai mapped 1,300+ documents for up to 40% faster information access.
Thunai Brain takes in documents, spreadsheets, audio files, and live application data through APIs and webhooks.
In doing so, everything gets organized into a knowledge graph. Contradictions between sources are flagged for human resolution before they reach a customer.
- Contradiction Detection: When your refund policy in one document conflicts with a version in another, Thunai flags it. Meaning, agents and AI draw only from reconciled, approved knowledge.
- Live Data Sync: Thunai Brain connects to your live systems through streaming and webhook integrations. In doing so, pricing changes, inventory updates, and policy revisions show up across every channel straight away.
- Ask Thunai Interface: Agents can search the entire knowledge base in plain language during live interactions. How does this help? Well, the tool works like a secure enterprise search engine built entirely on your own data, not the open web.
What CX Leaders Measure After Deploying Thunai
The effects of CX automation are reflected in five measures that concern CX executives, operations managers, and CFOs.
These are the figures that will be mentioned when the ROI for AI is looked at:
- First Contact Resolution: AI-powered routing and instant knowledge retrieval remove the root causes of repeat contacts. In doing so, agents resolve issues correctly the first time using accurate, context-aware guidance. FCR goes up.
- Average Handle Time: Automated summarization, suggestions, and pre-written responses reduce AHT by two to four minutes per contact. So this amounts to considerable improvements in capacity for large contact centers.
- CSAT Scores: Improved response time and accuracy of information will contribute to good CSAT scores. Sentiment analysis, on the other hand, helps identify calls that need improvement even before conducting a post call survey.
- QA Score Accuracy: Quality assurance score becomes 100% accurate because of scoring all the contacts and not a sampling. Thus, QA teams get unbiased feedback on the performance of their agents.
- Agent Retention: Those teams who use AI to improve administrative work experience increased agent engagement and lower agent turnover rates. However, the main change comes from the fact that agents get to engage in more meaningful contacts.
How to Deploy Thunai Without Disrupting Live CX Operations
The most common concern CX leaders raise before an AI deployment is disruption. Agents are in the middle of live queues. Customers are already in the system. Thunai deploys inside your existing tools, not alongside a parallel system that requires retraining.
Agents do not change their interface. Thunai connects as an embedded widget inside your current CRM, CCaaS platform, or helpdesk. The AI surfaces suggestions and context. In doing so, results write back automatically when interactions close.
- Embed Without Migration: Thunai has been integrated within Salesforce, native CRMs, and Genesys environments through various implementations. As such, there is no need for the agents to sign into another system or change their processes.
- Add Your Current SOPs and Documents: Upload your SOPs, policies, and previous tickets in Thunai Brain, and you’ll get the right answers immediately. In other words, no learning stage is required.
- Expand in Your Own Time: Begin by connecting a single channel and add more as you gain more confidence. Thunai MCP integrates any subsequent channels into the same Brain. In this way, the precision keeps growing with every channel added.
Real Results: How CX Leaders Have Used Thunai to Transform Support Operations
The outcomes below come directly from Thunai deployments across different industries. Each one started with a familiar problem: too much volume, too little consistency, and a team stretched beyond what manual processes could handle.
- Retail (North America): A Salesforce-based support team handling 350+ daily chat queries deployed Thunai as a native widget. In doing so, they achieved 4x faster resolution speed and a 55% drop in average chat handling time.
- Travel and Tourism (Global): A globally recognized travel brand processing 350,000 monthly interactions used Thunai Omni and the AI Co-Pilot. In doing so, they cut average handling time by 53% and more than doubled holiday package conversion.
- Ticketing and Events (United States): A high-traffic ticket booking platform deployed Thunai's automated email categorisation and draft suggestion system. Meaning, email response times improved by up to 3x and handle time dropped by 60%.
- Real Estate (Toronto): A property agency managing 500+ listings rolled out Thunai's AI voice and multi-channel scheduling agents. In doing so, missed calls were eliminated entirely, scheduling delays dropped by 85%, and confirmed viewings tripled.
FAQs from Customer Experience Leaders Evaluating Thunai
How does Thunai handle different channels from one platform?
Thunai Omni is your unified workspace for voice, chat, and email. The AI handles the first layer of every conversation across all channels at once, with live sentiment tracking and human escalation built in. Meaning, agents can view all active interactions from one dashboard without switching tools.
Will Thunai work with our existing CRM and CCaaS tools?
Yes. Thunai MCP connects with 35+ enterprise applications including Salesforce, Genesys, HubSpot, Zendesk, and Jira. Interaction data, summaries, and outcomes write back to your existing tools automatically. However, for in-house or unsupported platforms, the OpenAPI connector builder handles the gap.
How does Thunai keep automated responses accurate?
Thunai Brain takes in your own documents, policies, and live data. In doing so, all of this becomes the knowledge source for every automated response. The system detects contradictions across your content and flags them before they reach a customer. Meaning, responses are drawn from your verified knowledge, not generic AI outputs.
What does deployment look like for a live support team?
Thunai deploys as an embedded widget inside your existing platform. Agents do not log into a new tool or change their current workflow. The AI surfaces suggestions in context and handles backend updates automatically when interactions close.
Ready to See How Thunai Automates Your CX Operations?
CX leaders are choosing Thunai to automate the full interaction loop. With real-time voice, chat, and email automation running from one unified platform, your team spends less time on repetitive tasks.
In doing so, more time opens up for interactions that actually require human judgment.
Supervisors gain full visibility. Agents gain speed. But also, customers get consistent, accurate answers on the first contact.
Want to see how Thunai performs inside your existing stack? See Thunai in action today.
