Latvian start-up Convershake developing AI voice agents for customer service
Latvian start-up Convershake (convershake.com) develops AI-powered voice agents that autonomously make customer service and sales calls on behalf of companies—for example, to remind customers of upcoming payments or inform them about new services. The voice agents are powered by the company’s proprietary Knowledge AI platform, which consolidates information from various company knowledge bases in one place and also helps call centre agents find answers quickly. Convershake solutions are already being used by customers in the Baltic states, Poland, Romania, Spain, and Mexico, and the company is purposefully expanding its operations in export markets.
The founders see the greatest potential for international growth in voice agents, which is why they are currently the company’s main area of development. Convershake primarily collaborates with outsourced call centres, as well as banks and non-bank lenders, which are increasingly automating their customer service processes; pilot projects are also being implemented in other European markets.
“Our main focus right now is on voice agents. A large portion of calls—payment reminders, service notifications, and responses to standard questions—can be fully automated, and artificial intelligence handles them in natural conversational language. This allows companies to handle a much higher volume of calls, while letting people focus on more complex conversations,” says one of the company’s founders Emīls Vāvere. “In customer service, the greatest value of a person’s involvement isn’t the ability to quickly find information in various systems. The value lies in the ability to listen to the customer, understand their situation, and solve the problem. Searching for information and other routine tasks, on the other hand, can be handled much more efficiently by AI. The agent simply enters keywords or the customer’s question, and within a few seconds, the platform finds the necessary information from the company’s various knowledge bases. This allows them to focus more on the conversation with the customer rather than on searching for information,” Mr Vāvere explains.
Although the company’s main focus is on exports, Latvia serves as an important product testing ground, where the company refines its AI voice agent in Latvian before scaling its solutions to larger markets. “In Latvia, clients often choose to test our solution in the local market first and then roll it out in other countries. This allows us to continuously refine the technology while simultaneously preparing for a much broader international scale,” Mr Vāvere explains.
The technological foundation of the voice agents is the company’s second product—the Knowledge AI platform, which was originally created to support call centre operators. Unlike in-house customer service centres, outsourced call centres often serve dozens of different companies from various industries simultaneously. This means that a single agent must be able to navigate a vast amount of information—while simultaneously keeping track of different clients’ products, services, and procedures. Often, a single agent handles as many as ten or more different client projects at the same time, so it’s simply impossible to memorise all the necessary information. In practice, this often means constantly searching for information across various knowledge bases, documents, and internal systems while the customer waits for a response. To solve this problem, Convershake has developed the Knowledge AI platform, which finds the necessary information within seconds through a unified interface, reducing call duration and allowing operators to focus more on the conversation with the customer.
The company was founded by Emīls Vāvere and Vitālijs Silins-Ozers, who turned to entrepreneurship after years of working at international technology companies. They make no secret of the fact that, during the start-up’s development, they changed the product’s focus several times while searching for a solution with the greatest potential for international growth. Both of the company’s products form a unified technology platform—Knowledge AI not only serves as an assistant to call centre operators but also provides an AI voice agent with the necessary knowledge to serve customers.
Although the company currently employs only three people, it is successfully competing with significantly larger international companies. According to Mr Silins-Ozers, this is made possible not only by the very high degree of automation in the company’s operations but also by the AI tools used in their daily processes. As a result, clients often receive new features or customisations within a few days, while similar tasks take competitors several weeks.
The company’s growth has been driven by both private funding—including investments by Outlast Fund—and government support. Convershake benefits from the incubation programme supported by the Riga Technology Representative Office of the Investment and Development Agency of Latvia (LIAA), while support received under the Law on Aid for the Activities of Start-up Companies for attracting highly qualified employees has allowed the team to fully focus on product development and international growth.
In the coming years, Convershake is planning to strengthen its position in the financial sector while expanding the use of its solutions to other industries as well. The long-term goal is to develop a unified AI platform capable of automating an ever-wider range of customer service processes and becoming one of the world’s most competitive AI voice solutions for corporate clients.
Information material prepared with the support of the European Regional Development Fund
