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    [About]

    Lekta AI: Customer Service Reimagined

    Rather than developing plug-in bots that sit on top of the legacy architecture, we propose an entirely new ecosystem through which customers can interact with their preferred brands. Through the use of conversational AI and backend integrations, our systems are intent, and context-aware, handling over millions of conversations every month.

    A decade of experience

    Established in 2016 in Kraków, Poland; operations in Poland and Spain.

    Scalability You Can Trust

    Handling millions of conversations every month.

    Empowering 30+ clients

    Including leading banks and telecommunications companies such as Orange, MBank, ING, BNP Paribas.

    [Our Story]

    Customer service is stuck in the 1960s. We are building its future.

    The golden standard of CX: a customer has an issue, they leave the app they were using, find a support number, navigate IVR purgatory, re-authenticate, and wait. The system is blind to who we are, our preferences or why we're calling. So we just keep repeating our case to different automated and human agents at different Circles of Dante's Hell.

    Today, most companies only make it worse by just slapping AI voice bots on top of this broken legacy infrastructure. They use a system-defining technology to do something entirely uninspired: imitate human agents inside an outdated process. It's no wonder 64% of customers actively dislike AI in customer service. But humans were never really a problem in the first place. If anything, it's the voicebots people dislike talking to.

    Hence, at Lekta, we stopped trying to automate the legacy processes and reimagined customer experience for our times.

    Here is how Lekta changes the reality of CX:

    Resolution Where the Customer Lives: We eliminate the legacy model that forces customers to leave their digital environment to go find a support number. If everything else lives in your mobile app, why on earth would the only thing outside of it be customer service.

    Instant Context, Zero Interrogation: Because interactions happen within your digital ecosystem, the system already has the full picture. When a payment fails or the internet drops, Lekta recognizes this and doesn't ask the customer to explain the problem; it proactively offers the fix.

    Sell When You're Useful: Since Lekta understands the context behind a customer's issue, it seamlessly initiates upgrades—like automatically offering a credit limit increase the moment a transaction is rejected.

    Reach out if this sounds interesting to you. We are always looking for exceptional talent to join our team. If you don't see a posting that matches your qualities, we invite you to leave your CV.

    [Our Vision]

    An intelligent ecosystem engineered to transform customer engagement.

    Zero-Friction Authentication

    We believe security doesn't need to rely on interrogation. Traditional voice channels force users to repeat personal details before their problem is even addressed. We streamline this friction by integrating directly into the client's mobile app ecosystem, leveraging on-device biometrics; we treat every caller as a verified individual from the very first second.

    Security is Non-Negotiable

    We work with banks, insurers, and healthcare providers – where data sensitivity is our obligation. That's why we design for strict regulatory compliance, support on-premise deployments, and ensure client data always remains under their control.

    Proactive Customer Service

    We replace the generic, "How can I help?" with immediate, context-aware action. Because we understand a caller's transaction history and real-time status, our agents anticipate needs. Instead of waiting for a prompt, we might ask, "I see a declined transaction. Would you like to unblock your card?" If a solution takes time; we handle it algorithmically—letting users get on with their day while we make things right.

    Unified Architecture

    Too often, customer journeys are split into siloed apps, waiting times and service layers. Lekta creates a single architectural layer. This ensures that service calls, sales history, and technical culture are unified, preventing the contradictory information that frustrates users and hampers efficiency.

    System Optimized for Human and AI Capabilities

    We propose an ecosystem where AI autonomy and human empathy work in harmony, allowing each to focus on the interactions they serve best.

    Turning Service into Revenue

    We believe the best sales happen when you are actually helpful. By analyzing usage patterns in real time, our system identifies high-intent moments for upselling. Like suggesting a data plan upgrade exactly when a user hits their limit. This pivots every CX interaction into a commercial opportunity without increasing your sales headcount or cost.

    Engineered for Real-World Execution

    Great ideas are only as valuable as their execution. We combine rigorous research, discipline-choice machine modeling, and modular pipeline architecture into an offer at the speed and agility of a startup. We test, deploy, and iterate exceptionally, turning research into production-ready systems that scale. Our approach to customer service draws on years of contact center expertise and close collaboration with enterprise clients across key industries.

    Lekta

    Finally, Customer Service As It Should Be. Talk to sales now and start transforming your customer service today.

    Contact Sales