Healthcare
Insurance
Gutenberg
Axendi Interactions
Gutenberg
Instant answers from your knowledge base, giving your customer support team fast, verified information in seconds
AI knowledge assistant for customer service teams
Gutenberg is Axendi’s GPT-based assistant designed to improve how knowledge and operational support are accessed in contact center environments. It acts as an intelligent support layer for agents and teams, helping them find information faster and work more efficiently in day-to-day service operations.
Gutenberg fits naturally into existing workflows, supporting agents directly in their daily tasks and decision-making. By providing fast, structured access to knowledge, it reduces time spent searching for information, supports more consistent responses, and helps teams handle complex customer interactions with greater confidence.
It is aimed at contact center leaders, who use it to monitor, test, train and improve the knowledge of customer service agents.
How can you use it?
1
Real-time information access
Provide instant answers by searching through knowledge bases, documents, and internal resources to deliver quick guidance on procedures and policies.
2
User-friendly interface
Use AI to generate natural conversations through Microsoft Teams, offering clear and understandable responses that integrate seamlessly with daily work routines.
3
Smart knowledge management
Analyze documents comprehensively to ensure accurate information retrieval, while continuously improving response quality.
Operational role of Gutenberg
In complex customer service environments, knowledge access is directly linked to service speed, quality, and operational stability. Every delay in obtaining the right information, every incorrect interpretation of procedures, and every repeated internal question adds friction to daily operations.
Instead of relying solely on human availability, informal communication, or individual experience, organizations gain a consistent mechanism for delivering correct, content-based answers. As a result, knowledge sharing becomes systematic rather than reactive, supporting both performance consistency and continuous capability development.
The challenges Gutenberg solves
1
Limited fast access to knowledge for agents
Customer service agens often need immediate answers while handling customer interactions. Without quick access to structured knowledge, resolution times increase and confidence decreases.
4
Heavy workload for leaders
Team leaders are frequently overloaded with repetitive questions, especially during recruitment waves and onboarding periods. This reduces their capacity to focus on coaching, quality, and process improvement
3
Long waiting times for internal answers
When advisors must wait for responses from experts or leaders, customer service slows down and operational efficiency drops. Delays in internal support directly impact service speed and consistency.
Enhanced efficiency
Quick access to accurate information reduces response times and improves customer service quality.
Team support
Significantly reduces the workload on team leaders and support staff, especially during high recruitment periods.
Training optimization
Streamlines onboarding process and supports new employee training with instant access to knowledge.
Better service quality
Contributes to service quality and customer experience through providing instant knowledge to agents.
Companies that benefit most from Gutenberg
1
Customer service & contact center
Organizations with high volumes of customer interactions where advisors need fast access to accurate information during live conversations. Gutenberg supports consistent responses and reduces time spent searching for knowledge.
2
Growing teams and high recruitment environments
Companies regularly onboarding new advisors benefit from a system that reinforces knowledge in real time and reduces dependency on leaders for basic questions.
3
Regulated and knowledge-intensive sectors
Industries like banking, healthcare, insurance, and fintech, where accuracy and correct interpretation of procedures matter, benefit from structured, reliable knowledge support.
Case study
Gutengerg: Knowledge without the wait
To speed up agent onboarding and reduce information search time during peak season, Axendi launched Gutenberg—an AI assistant in Microsoft Teams. In one e-commerce project, it handled 1,500+ interactions and delivered over 5,000 answers, helping agents work faster and more accurately, even during peak periods.
Proven through experience.
Chosen for trust.
Get a personalized service proposal
What are technical specifications and integration capabilities?
The system features seamless integration with Microsoft Teams and Power BI, complete with user feedback module, comprehensive analysis and database capabilities, and dedicated training module.
What is the technology stack?
Powered by GPT technology, our AI agent enables advanced conversations with accurate, context-aware responses. The system continuously learns and improves, adapting to evolving organizational needs and becoming more accurate over time. It can be implemented across any industry, provided relevant knowledge is supplied during setup.
