Social media
Messages, comments, mentions, incidents and public conversation with shared criteria.
KarminaAI StudioAgents · Services · Training
SERVICES · MULTICANAL CUSTOMER SERVICE
AI does not replace customer service. It gives it more context, capability and continuity.
We operate customer service with people, in various channels and languages. From this experience, we incorporate a layer of AI that diagnoses, assists, automates only what is delimited and scales the rest.
ChatReviewsVoice
People + AIATCBrain
· active service shared context
A service before a bot
Customer service means understanding what is happening and being able to act on it.
Karmina already operates digital care for large organizations with real teams, schedules, protocols, languages and responsibilities. This experience allows us to apply AI from within the service, not from a demo.
The technological layer reads the history, recovers knowledge, prepares answers, connects processes and detects when it should stop. The goal is not to reduce attention to an automatic response: it is to give more capacity to the entire system.
Automating an answer is not the same as solving a need.
Channels and languages
Consistent service quality, even as the conversation changes.
The exact coverage is defined by volume, margins, markets, channels and risk level. The Brain retains common criteria; each channel maintains its rules.
Chat and Messaging
Web, WhatsApp and other digital channels connected to the same knowledge base.
Reviews
Read, prioritize and respond to Google and reputation platforms when the channel allows it.
Voice and videotape
Synchronous attention with transparency, proportional identification and real human transference.
Official languages in Spain + international coverage according to project
🇪🇸Spanish🟨🟥Catalan · Valencian🟦⬜Galician🟩⬜🟥Basque Country🏔️Aranes🇬🇧English🇫🇷Franaisais🇮🇹Italiano🇵🇹Português🇩🇪Deutsch
BEFORE YOU CLOSE ABAST
You do not need to arrive with a defined solution.
We can review the challenge, starting point and priorities in a free video call. Putting order before writing the scope usually saves time and budget.
Video call · free · no obligationBook a free video call ↗A short conversation to understand your starting point and bring clarity.
· critical infrastructure case study
When responsiveness is part of the service.
Karmina and hiberus work in an integrated way in the digital ecosystem of Aena. The corporate ATC attends passengers, monitors the conversation and manages incidents in real time with protocols, supervision and operational context.
7active service08:00–22:00daily coverage15+dedicated professionalsMultilingualOfficial Languages + English
View the full case of Aena ↗01 · Diagnosis
Better responses start with understanding what happened.
An agent can review past and present conversations to build a useful audit, with aggregated data, reviewable categories, and proportional access.
ATC · LIVE DIAGNOSIS data under review
02 · ATC Brain
The next response can start with everything your organisation already knows.
The Brain connects the history with brand criteria, service information, systems and protocols. It does not memorize indiscriminately: it defines authority, validity, permissions and uses.
Useful history
Past and present conversations, validated resolutions and examples that show how each case has been addressed.
→Brand criteria
Brand book, tone, writing style, language, technical vocabulary, accessibility and languages.
→Knowledge of service
FAQs, protocols, incidents, products, conditions, schedules, limits and current managers.
→Business Systems
CRM, ERP ticketing, orders, statuses and authorized processes to query or activate.
→Human Gates
Situations that AI cannot resolve, sensitive data, claims and transfers to the appropriate person.
→Hundreds or thousands of conversations can help you respond better only when good examples, sources, and boundaries are validated.
03 · Cycle 360
Reporting, performance, responses, action and learning.
Diagnose
We read the history and build a quantitative and qualitative photograph of the service.
Dashboard + conclusionsSort
We convert conversations, documents, criteria and processes into a governed ATC Brain.
Knowledge FoundationAttend
The person receives context, sources, response proposal and next action without starting from zero.
Copilot AttentionAutomate
Only the delimited cases pass to automatic response or action, with human trace and output.
Authorized FlowsLearn
Validated resolutions improve categories, protocols, examples, and performance of the next cycle.
Continuous improvementA point apart · Voice attention
A convincing voice is no use if the system does not know whom it is helping or what it can resolve.
The quality of the experience depends on the design of the service: transparency, knowledge, data, speed, action and a clear human output.
- Have the identification repeated or ask for data that the system should already know.
- Use a voice that is generic, slow or disconnected from the actual language of the brand.
- Pretending to be a person or hindering access to the human team.
- Limit yourself to reading a state without being able to solve, activate or scale the process.
- Make clear from the outset that users are interacting with AI and explain its purpose.
- Define language, rhythm, pronunciation, register, technical vocabulary and accessibility criteria.
- Connect the conversation with the client’s knowledge and authorized data.
- Resolve within the limit or transfer the contact, summary and checks to a person.
04 · Connection with processes
Checking the status is not enough. The service needs to move forward.
In a logistical incident, for example, the AI can query the order, identify the error and trigger an authorized action. If you cannot continue, keep in touch and move the case in full context.
Consultation→CRM · ERP→Safe action→ResolutionorHuman Team
Value appears at the point of union between technology and humanity.
Karmina, the agency behind the Studio
Why Karmina?
Behind Karmina AI Studio there is an agency with track record, team, scale and applied experience in real organizations.
Karmina · AI Studio · Criterio · Dunder Mifflin · Utopiq · Smart Team
+€119mIn advertising investment for clientsAds Platforms
Partners
MetaGoogle Ads
TikTok
Pinterest
BarcelonaMadrid
Buenos AiresOur offices · Meet the team ↗
+50 KCommunity
B CorpCertified companyIF YOU ALREADY HAVE MATERIAL
Do you already have a brief? Send us.
It can be a finished document, a few notes or an email with context. We will read it before proposing a conversation or a first step.
Explicit limit
ATC is not about turning a database into cold sales calls.
Outbound calls and upselling can only be assessed when there is consent or other applicable legal basis, a clear purpose, transparency, right of opposition and review of the case. We do not mix them with customer service or activate them so that technology makes it possible.
Consult the AEPD ↗
A good ATC with AI doesn’t start by automating answers. It starts by listening to the story, sorting out the knowledge and designing the exact point where technology helps and where a person has to take over the conversation.
Frequently asked questions
Before connecting any channel.
01Does the AI replace the attention team?+
No. It can audit, order, prepare and solve delimited cases. People continue to assume exceptions, empathy, reputation, and any sensible decisions.
02Do you need to automate all channels?+
No. Some channels can be partially automated; others only need better context and tools next to the person. Design begins with service, not automation.
03Can you work with history only?+
Yeah. A first phase can be a retrospective audit of conversations: volume, time, categories, languages, quality, incidents and opportunities. Before reading data, we agree on access, purpose, minimization and retention.
04Can ATC connect to CRM or ERP?+
Yes, when integration is feasible and authorized. We define what can be consulted, what reversible action can be activated and what cases must be scaled.
05Do you also make cold commercial calls?+
We do not present them as ATC or as default use. Commercial actions are only valued when there is consent or other applicable legal basis, transparency, right of opposition and prior validation of the case.
Let’s talk about your service
What conversation needs more context or more resolution today?
Tell us about the channels, the volume, the languages and the main reasons for contact. We will assess whether the first step is an audit, an ATC Brain, team assistance or a delimited pilot.
hello@karmina.ai