In our new AI series, we have talked about how AI is reshaping SaaS and the winners that are already emerging. Today, we want to highlight our portfolio company lynes. We asked them how they are working to incorporate AI into their offerings, processes, and daily operations.
Here are their answers:
1. How do you at lynes work today to include AI in your offering?
At lynes, AI is not positioned as an add-on but as a core part of our platform. All AI capabilities are developed in-house and fully integrated into the same application our customers already use for communication. This ensures a seamless experience without the need for external tools or complex integrations.
Our current focus is on three key AI-driven solutions. First, the AI telephonist, which handles incoming calls, answers common questions, and routes conversations efficiently. Second, the personal AI telephonist, which acts as an individual assistant for users, helping manage calls and availability. Third, the AI support agent, designed to manage customer inquiries across chat and other digital channels in Contact Center and answer groups.
The purpose of these solutions is to automate repetitive tasks, improve accessibility, and enable businesses to deliver high-quality service at scale. Instead of replacing human interaction, our approach is to complement it, allowing teams to focus on more complex and value-driven work.
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2. How do you use AI in your product development and internal processes?
AI plays an important role in how we build and improve our platform. In product development, we use AI to accelerate workflows, support coding and testing, and analyze large volumes of data. This allows us to iterate faster and make more informed decisions when prioritizing features or improvements.
We also use AI to better understand how our customers interact with our platform. By analyzing usage patterns and support data, we can identify opportunities to enhance functionality and user experience. This data-driven approach helps us ensure that we are building solutions that solve real problems.
Internally, AI is used across multiple functions. In marketing, it supports content creation, idea generation, and optimization of messaging. In documentation and knowledge management, it helps structure information and improve clarity. Within support and operations, AI assists in analyzing cases and identifying trends.
Overall, AI enables us to work more efficiently and consistently, while maintaining a high level of quality in everything we deliver.
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3. How do you work to integrate AI into your daily operations?
We view AI as a natural part of everyday work rather than a specialized tool used by a few individuals. Our approach is to make AI accessible and useful across the entire organization.
This means encouraging all teams to explore how AI can support their workflows. We actively share knowledge and best practices internally, helping employees understand where AI can add value and how to use it effectively. By embedding AI into existing processes rather than creating separate initiatives, adoption becomes more organic and sustainable.
At the same time, we place strong emphasis on responsibility and quality. AI is used as a support tool, not a replacement for human judgment. Critical decisions, customer interactions, and strategic direction are always guided by people.
By combining human expertise with AI capabilities, we create a balanced approach where technology enhances productivity while preserving control, trust, and a high standard of service.
For more information about lynes, please visit Lynes.io 🔗
Stay tuned! We’ll continue to share how our companies are leveraging AI in practice.