Find and fix costly problems by understanding your customer contacts
Aiwo analyses every customer conversation to show which business problems drive contacts, what they cost and who owns the fix.
Trusted by leading Finnish and international brands
See how leading teams identify how to fix issues, create value and improve customer loyalty
How Lounea turns customer contacts into insight with Aiwo
Behind every unnecessary contact is a problem someone can fix
Customers rarely call because they want to. They call because something has already gone wrong, like an unclear bill, a failed process or self-service that fell short. Those causes sit across your business, and today they are mostly invisible.
In some industries, more than 70% of incoming contacts are unnecessary.
How Aiwo works
From customer conversations to a fix you can prove, in four steps.
Illustrative example
Where is my October invoice?Chat, received 09:12Connected
My meter reading was never sentEmail, received 09:14Connected
I cannot log in to my accountCall, received 09:20Connected
Can I move my contract?Chat, received 09:31Connected
Step 1
Every conversation, connected
Calls, chats, emails and messages come in through an API, with ready-made links to your CRM, support and contact centre tools. No separate IT project.
Illustrative example
Where is my October invoice?Topic: Invoice date unclearFound
My meter reading was never sentTopic: Reading not receivedFound
I cannot log in to my accountTopic: Self-service login failsFound
Can I move my contract?Topic: Contract not movedFound
Step 2
Find the real reason behind each contact
Aiwo reads every conversation and names the detailed cause, hundreds of topics instead of twenty broad labels, in English and the major European languages.
Illustrative example
Invoice date unclearOwner: BillingAssigned
Reading not receivedOwner: MeteringAssigned
Self-service login failsOwner: DigitalAssigned
Contract not movedOwner: Sales operationsAssigned
Step 3
Send each cause to the person who can fix it
Every topic is routed to the business function that owns the process, with the cost attached, so the fix does not wait in customer service.
Illustrative example
Invoice layout updatedBilling, released this weekReleased
Contacts about invoice datesFalling since the changeFalling
Reported to leadershipMonthly summary sentSent
Next cause in the queueReading not receivedOpen
Step 4
Prove that the fix worked
Aiwo tracks every change over time and reports the result, so improvement is measured, not assumed.
Ask your data questions
Aiwo’s own AI agent turns customer conversations into decisions: presentation-ready reports and recommended actions in moments.
“Aiwo's analysis clearly reveals the reasons behind contacts. Now we can act immediately, not after months, so customers get the help they need in a single interaction.”
Titta-Liisa Luoma
Customer Service Director, Terveystalo
The data starts in customer service. The value lands across the business.
Business lines such as billing, product, IT, operations and sales each get the contacts caused by their own processes, with the cost attached. In addition, the C-suite can lead the organisation to effectively improve all customer-facing operations.
Business development
Stop relying on slow surveys. Learn from every customer interaction, and see whether your changes work.
Customer service
See every channel in one place, spot troubles early and make teams improve interactions constantly.
Operations
Find the failed processes and billing slips that keep creating contacts, and fix them at the source.
Leadership
Decide what to fix first with evidence, and report the improvement over time.
Built for complex, regulated consumer services
See how Aiwo can best help you understand unnecessary costs in your industry.
See how your AI agents really perform
Aiwo also analyses the conversations your AI agents handle, so you can see where they resolve, where they fail and what to improve.
Illustrative example
AI agent conversation
Can I move my contract to my new address?
Please call customer service for that.
That is why I am writing to you.
Handed overTopic: Contract not moved
Security and data protection
Your customers’ conversations are sensitive.
Aiwo is built to handle them with care.
GDPR-aligned data handling
See detailsCustomer data kept in the EU
See detailsFollowing ISO 27001 and other security standards
See details