At Germin8, our vision is to create AI that enhances Joy. We started by asking how this vision could transform the world of customer experience. [You can read more about Germin8’s vision here]
Let’s be honest: even for the most customer-centric companies, friction is a part of the customer journey. Things don’t always go as planned, leading to frustration, disappointment, and anger. Our mission at Germin8 is to use AI to help companies eliminate this friction and make their customer experience truly joyful.
To execute this mission, we built Joyful, a platform with two core modules:
Joyful Listen
Every day, your customers provide a roadmap to a better experience through their feedback on social media, in emails, chats, and calls. The challenge is that this wealth of insight is often lost in a sea of unstructured data.
Joyful Listen is our answer. It’s an omnichannel insights platform that goes beyond surface-level analytics by understanding the specific context of your industry—because a bank’s customer journey is nothing like a hotel’s. It pinpoints the precise sources of friction, empowering you to know exactly where to focus your efforts to eliminate pain points and amplify joy.
Joyful Engage
For many, the customer service interaction is the biggest source of friction in their entire journey. Joyful Engage transforms this critical touchpoint from a source of frustration into an opportunity for delight.
We do this by shifting the focus from outdated cost-metrics like ‘Average Handling Time’ to joy-centric measures like ‘Customer Effort Score’. Joyful Engage creates a powerful partnership between human agents and AI, equipping your team with an intelligent co-pilot that provides instant context, suggests empathetic responses, and automates mundane tasks. This frees your agents to focus on what they do best: creatively solving problems and building relationships.
I’ll be sharing more details about Joyful Listen and Joyful Engage soon. In the meantime, I’d love to hear your thoughts:
What’s one thing that could make customer insights or customer service more joyful for you?
CEO at Germin8