Latvian start-up SIA “Convershake” (convershake.com) develops artificial intelligence voice agents that autonomously handle customer service and sales calls on behalf of companies—for example, reminding customers about upcoming payments or informing them about new services. The voice agents are powered by the company’s proprietary Knowledge AI platform, which brings together information from multiple corporate knowledge bases and also helps call centre operators quickly find the answers they need. “Convershake” solutions are already used by customers in the Baltic States, Poland, Romania, Spain and Mexico, while the company continues to expand strategically in international markets.
The founders see voice agents as offering the greatest potential for international growth, making them the company’s primary development focus. “Convershake” mainly works with outsourced contact centres, as well as banks and non-bank lenders that are increasingly automating their customer service processes. Pilot projects are also under way in other European markets.
“Our main focus right now is voice agents. A large share of calls—payment reminders, information about services and answers to standard questions—can be fully automated, with AI conducting the conversation in natural language. This allows companies to handle a much larger volume of calls while enabling people to focus on more complex conversations,” says Emīls Vāvere.
“In customer service, the greatest value a person brings is not the ability to quickly find information across different systems. Their value lies in listening to the customer, understanding their situation and solving the problem. Information retrieval and other routine tasks can be handled much more efficiently by artificial intelligence. An operator simply enters keywords or the customer’s question, and the platform finds the necessary information from the company’s various knowledge bases within seconds. This allows the operator to focus more on the conversation with the customer rather than searching for information,” explains Emīls Vāvere, one of the company’s founders.
Although the company’s primary focus is on exports, Latvia serves as an important testing ground where “Convershake” refines its Latvian-language AI voice agents before scaling the solutions to larger markets.
“In Latvia, customers often choose to test our solution in the local market first and then roll it out in other countries. This allows us to continuously improve the technology while preparing it for a much broader international scale,” explains Vāvere.
The technological foundation of the voice agents is the company’s second product, the Knowledge AI platform, which was originally developed to support call centre operators. Unlike companies’ in-house customer service departments, outsourced contact centres often serve dozens of different companies across multiple industries at the same time. This means that a single operator may need to navigate a vast amount of information, covering the products, services and procedures of many different clients.
In some cases, one operator may work on ten or more client projects simultaneously, making it impossible to memorise all the necessary information. In practice, this often means constantly searching through different knowledge bases, documents and internal systems while the customer waits for an answer.
To address this challenge, “Convershake” developed its Knowledge AI platform, which retrieves the necessary information within seconds through a single interface. This helps reduce call duration and allows operators to focus more fully on the customer conversation itself.
The company was founded by Emīls Vāvere and Vitālijs Silins-Ozers, who turned to entrepreneurship after many years of experience working for international technology companies. They openly acknowledge that during the start-up’s development they changed the product focus several times while searching for the solution with the strongest potential for international growth.
The company’s two products form a unified technology platform: Knowledge AI not only assists call centre operators but also provides AI voice agents with the knowledge they need to handle customer interactions.
Although the company currently employs only three people, it successfully competes with significantly larger international players. According to Vitālijs Silins-Ozers, this is made possible not only by the company’s high degree of automation but also by its extensive use of AI tools in everyday operations. As a result, customers can often receive new features or customised solutions within a few days, while comparable work may take competitors several weeks.
The company’s development has been supported by both private investment, including funding from “Outlast Fund”, and public support. “Convershake” participates in the incubation programme of the Riga Technology Representative Office of the Investment and Development Agency of Latvia (LIAA). Support for attracting highly qualified employees under Latvia’s Law on Aid for the Activities of Start-up Companies has also enabled the team to focus fully on product development and international growth.
Over the coming years, “Convershake” plans to strengthen its position in the financial sector while expanding the use of its solutions into other industries. Its long-term ambition is to develop a unified artificial intelligence platform capable of automating an increasingly broad range of customer service processes and becoming one of the world’s most competitive AI voice solutions for business customers.
The programme is financed under Specific Objective 1.2.1, “Strengthening Research and Innovation Capacities and the Uptake of Advanced Technologies by Enterprises,” Measure 1.2.1.4, “Support for Improving the Technology Transfer System,” of the European Union Cohesion Policy Programme 2021–2027.
