About
AI systems born in customer service
Gem CX designs, deploys and operates AI systems for e-commerce customer service. It was founded in Rennes by Fabien Monnier, 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.
Customer service first
Three years leading a support team through more than 60,000 conversations a year. The hard parts of an AI system, clean handovers and knowing when to stay quiet, come from there.
The tools before the system
Years building custom applications for support teams, one problem at a time. The Gem CX system brings those pieces together, written for your own tools rather than dropped on a help centre.
Hard cases already solved
Reading a prescription from a photo. Finding a product from a photo of a living room. Recovering the real tracking number hidden in a secondary field. Each was built for a real case, and your system gets the ones that match yours.
One accountable partner
Gem CX designs, runs and answers for the system end to end, for teams in Europe, the United States and Canada.
The founder's path
From a first customer service role to founding Gem CX, by way of leading a customer service department and 30+ consulting projects.
The path, step by step.
ERP implementation at a startup: Odoo deployed to bring sales, inventory, logistics, HR and accounting onto a single platform, from process mapping to rollout.
First customer service role, at an e-commerce brand in Amsterdam: 5,000+ customers supported, 90%+ "excellent" ratings on chat.
Customer Service Manager: 60,000+ conversations a year, a team of 11 recruited and trained in-house, Trustpilot rating raised from 3.8 to 4.6/5.
Independent customer service consultant: integrations between helpdesks and business tools, AI routing, automations, custom internal tools. 30+ projects for 20+ companies across retail, e-commerce, pharma and fintech.
Founded Gem CX, which builds and runs custom AI customer service systems for established e-commerce brands.