Graia Sets New Standard for Empathetic AI Customer Service with Agentic CX Platform

Graia Sets a New Standard for Empathetic AI in Customer Support

Bulb Technologies, Geomant, and Buzzeasy have joined forces to launch Graia, a proprietary Agentic CCaaS and AI platform built specifically to meet the rising demand for empathetic, AI-driven customer service. This new platform aims to improve how businesses engage with customers by combining advanced artificial intelligence with a deep understanding of customer experience.

Based in Atlanta and Zagreb, Croatia, Graia is backed by multi-million-euro investments from BOSQAR INVEST, the European Bank for Reconstruction and Development (EBRD), and MidEuropa. The platform is the result of close collaboration with the creative agency Bruketa&Žinić&Grey and leverages in-house intellectual property developed by the three founding companies.

What Graia Brings to Customer Support

Graia goes beyond traditional automation by deploying intelligent agents that act, learn, and evolve. It supports sales, service, and operations with AI that listens, understands, and responds with empathy. This approach allows enterprises to create adaptive customer experiences that improve productivity and growth.

Unlike other AI solutions, Graia owns the entire Contact Center as a Service (CCaaS) intellectual property, giving it a unique position in the market. Its generative AI (GenAI) and conversational AI technologies are built on decades of experience delivering tailored solutions for top-tier organizations focused on driving revenue.

Marko Martinovic, CEO of the Graia initiative, emphasizes that the platform is a reinvention of customer experience delivery. "This is what happens when deep CX expertise meets next-generation GenAI," he explains. Graia is a scalable, personalized solution designed to grow with businesses.

Empathy as the Core of Growth

The name Graia draws inspiration from the Croatian word “graja,” meaning a buzz or a chorus of voices. This reflects the platform’s foundation on the collective knowledge of thousands of users, experts, and processes. For Graia, growth and empathy are inseparable — genuine growth happens only when customer interactions are empathetic and user-focused.

Graia also provides tools to measure revenue growth by personalizing scalable user experiences. Its AI technology brings a new dimension of understanding to every interaction, distinguishing it from generic AI offerings on the market.

The Companies Behind Graia

• Bulb Technologies specializes in service assurance, customer experience management, and device management solutions for telecom operators. With over 15 years of experience, Bulb helps automate technical support, reduce costs, and improve customer satisfaction from its base in Zagreb, Croatia.
• Geomant offers omnichannel communication solutions integrating with contact center and enterprise systems. As a partner to Avaya and Microsoft, Geomant enhances customer engagement globally with over 20 years of experience.
• Buzzeasy delivers cloud-based customer engagement tools focused on simplicity and automation, supporting seamless communication across voice, messaging, social media, and chat channels, including integration with Microsoft Teams.

About BOSQAR INVEST

BOSQAR INVEST is a European investment group with a focus on organic growth and acquisitions. Since 2016, it has acquired 84 companies and operates through standardized operational models that enhance the profitability of its portfolio. The group includes pension funds, institutional investors, private equity, and development institutions, with over 15,000 employees across 20 countries.

Why Customer Support Professionals Should Care

Graia’s approach offers customer support teams a new way to interact with customers — AI that listens and adapts, responding with empathy rather than scripted replies. This means more natural conversations and better problem resolution without sacrificing efficiency.

For those in customer support roles looking to expand their AI knowledge and skills, exploring courses on AI-driven customer service can be valuable. Learning how to work alongside AI agents and leverage generative AI tools will become increasingly important. Consider exploring AI courses tailored for customer support professionals to stay ahead in this evolving field.

Graia’s launch signals a shift in how AI will support customer experience — focusing on empathy, adaptability, and measurable business impact. The platform offers a practical example of AI’s potential to improve everyday customer interactions meaningfully.