Gem CX designs, deploys and operates an AI system built into your helpdesk, your catalogue and your orders. It answers your customers day and night, guides them all the way to the purchase and hands your team anything that needs a person, with the full context. Nothing to configure on your side.
Your team
66%*
of conversations resolved without it
Your customers
85%*
average CSAT
Your sales
24/7
product advice, all the way to the order
*All brands in production: around 15,000 conversations a month on web chat and WhatsApp. CSAT: share of positive ratings left after the conversation.
Built to go further than the AI sold by helpdesk vendors: put head to head with one of them, the Gem CX system was the one kept.
Your store
AI agent, replying now
An example exchange. Lookups shown as they happen.
Connected to your tools
Zendesk
Freshdesk
Intercom
LiveChat
Shopify
Magento
WhatsAppTrusted by
Behind Gem CX
Fabien Monnier founded Gem CX after ten years in e-commerce customer service: first leading a customer service department, then working alongside 20+ companies on their CX and automation projects. Every system is designed and followed by Fabien, from the first call to go-live.
Case studyFurniture retailer, United Kingdom
| Helpdesk vendor's AI | Gem CX | |
|---|---|---|
| Setup | Setup3 weeks, with the vendor's technical team | Setup1 week, nothing to configure on the brand's side |
| How it works | How it worksDecision trees to configure | How it worksConnected to the catalogue and the orders |
| Outcome | OutcomeReplaced | OutcomeKept, live since August 2026 |
Before
Thousands of questions a month on web chat and WhatsApp. The team first rolled out its helpdesk vendor's AI, over three weeks, with the vendor's technical team.
The switch
The result fell short: decision trees to configure, and a ceiling set by the platform. Gem CX built a system connected to the catalogue and the orders. Put head to head after one week, it was the one the team kept.
Today
The system answers on web chat and WhatsApp, advises customers up to the order and hands the team what needs a person. Gem CX improves it every week.
3 in 4
conversations resolved without the team
8 in 10
positive customer ratings (CSAT)
1,750
conversations a week on web chat and WhatsApp
24/7
instant answers, no queue
Gem CX production data for this client, September 2026. CSAT: share of positive ratings left after the conversation. Resolved: closed without a handover to an agent.
The questions CEOs and customer service leads ask first.
It only answers from your data: catalogue, orders, policies. What it must never handle is agreed with your team and enforced in code. When it does not know, it hands over to an agent.
85% average CSAT, across all brands.
Gem CX designs, deploys and runs the system. Your team signs off the rules and reviews the first conversations, then only receives what needs a person.
Two in three conversations resolved without the team, all brands.
Helpdesk vendors build their AI for thousands of customers at once, so it stops where your case gets specific. The Gem CX system is built on your data, then compared on a share of your real traffic.
Put head to head with a helpdesk vendor's AI, the Gem CX system was kept after one week.
That is where a bespoke system makes the difference: it reads your catalogue as it is, with your own attributes, and your hard cases are handled one by one.
In production: reading a prescription from a photo, finding a product from a photo of a room, picking the sofa that fits a 3-metre wall.
The rigour of a software vendor. Every system is tested, monitored and released to SaaS standards.
Never a customer without an answer. Redundancy, continuous monitoring, automatic recovery.
Proven before it goes live. No change reaches your customers before it has proven itself on real conversations.
Security by design. Read-only access, data isolated per brand, GDPR compliance.
One system, connected to your helpdesk, your store and your carriers. It covers the requests that fill your queue, from the first product question to after-sales.
A bespoke AI system, without the project that usually comes with it.
Gem CX designs, deploys and runs the system. No decision trees to draw, no integrations to maintain.
Built on your catalogue, your orders, your rules and your tone of voice. Not a generic model tuned for thousands of stores.
Every conversation is measured. What went wrong one week becomes a rule or an answer the next.
It works inside your helpdesk and connects to your store. Your team keeps its views, its macros and its habits.
Every conversation ends with a rating and an optional comment. Three of them, left by customers the system served.
85%
satisfaction
average, across all brands
The best AI Assistant that I've encountered. Questions are understood and the answer is directly related to the question.
Excellent service, I am stunned by the quality of the exchange, bravo!
One of the best customer service chats I have dealt with. Thank you so much for all your valued help.
The simplest way to judge: watch the system answer your customers' questions, on your own catalogue.
Built from what is already public: catalogue, policies, help centre. No access to your systems, free.
Connected to your helpdesk and your store, rules agreed with your team, rolled out gradually.
Every conversation is followed and the system improves every week. One switch hands control back to you.
Pricing
From
€900per month
Depending on your conversation volume, with a guided onboarding month to start.
