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Pragma Genie (AI-Copilot) AI Copilot for D2C Operations, Support & Growth

An always-on intelligence layer that augments agents, ops teams, and marketers — resolving faster, deciding smarter, and scaling effortlessly.

Cool brands like yours, definitely need these

Navigate through entire ticket history with a customer

Create orders while assisting your customers right from the CRM

Know your customers more than they know themself

Features

Instant Context, Zero Searching

Every answer in one prompt.

  • AI-powered context retrieval across orders, returns, tickets, policies, and journeys
  • Uses entity resolution and identity stitching to unify customer, order, and interaction data
  • Works across the board, eliminates manual lookup through real-time semantic search
  • No tab switching, no manual digging

Genie applies natural language understanding (NLU) to map questions to the right operational data instantly.

Support ticket automation like never before


Learn More

Agent Assist & Auto-Resolution

Generative AI Support that resolves at 10× speed.

  • AI-generated replies and next-best actions in real time
  • Multilingual, brand-aligned responses trained on historical resolutions
  • ML-driven confidence scoring before auto-triggering refunds, replacements, or escalations
  • Auto-trigger refunds, replacements, escalations
  • Resolve tickets 13× faster

Actions are executed when Pragma Genie’s decision confidence thresholds are met.

Support ticket automation like never before


Learn More

Decision Intelligence for Ops

AI that reasons, predicts, and acts.

  • Machine learning models recommend courier reassignments and policy overrides
  • Anomaly detection flags abnormal spikes in returns, delays, or failures
  • Predictive escalation logic surfaces only true edge cases to human teams
  • Learns from approvals, rejections, and downstream outcomes
  • Escalates only true edge cases to humans

Support ticket automation like never before


Learn More

Quality, Sentiment & Coaching

AI-led consistency across every interaction.

  • ML-based conversation auto-scoring for tone, accuracy, compliance
  • Sentiment analysis identifies churn risk and escalation probability early
  • AI-driven coaching highlights gaps using real conversation examples
  • Continuous feedback loops improve agent performance over time

Support ticket automation like never before


Learn More

Workforce Intelligence

Predictive staffing powered by machine learning.

  • ML models forecast ticket volumes by channel, issue type, and seasonality
  • Predict handling time by issue type etc.
  • Optimise rosters dynamically to meet SLAs without overstaffing
  • Alerts teams before SLA risk materialises

Support ticket automation like never before


Learn More

Revenue & Retention Intelligence

AI that understands commercial intent.

  • Context-aware recommendations for upsells, exchanges, or credits
  • Predictive refund prevention by identifying saveable interactions
  • Aligns CX with revenue goals
  • Learns which resolutions maximise long-term LTV

Support ticket automation like never before


Learn More

Learning from 2000+ Brands

Smarter every day. Models trained on real outcomes, not theory.

  • Machine learning models trained on India-specific D2C behaviour
  • Continuously adapts to new SKUs, behaviours, and policies
  • Cross-brand learning improves accuracy without exposing brand data
  • Learns from outcomes, not assumptions

Genie doesn’t rely on static rules. It evolves with every resolved interaction.

Support ticket automation like never before


Learn More

Security & Control

Responsible AI by design. Enterprise-grade by default.

  • Role-based access and permissioned actions
  • Full audit trails for every AI-assisted or AI-executed decision
  • Policy-aware guardrails prevent unsafe or non-compliant actions
  • Enterprise-grade controls for trust and accountability

Support ticket automation like never before


Learn More

Integrations

One AI brain across the entire commerce stack.

  • Native integrations with CRM, OMS, RMS, Checkout, ShipAxis, and JMS
  • APIs and webhooks for custom AI-driven workflows
  • Real-time data sync ensures models act on live truth, not lag

Support ticket automation like never before


Learn More

Features

Instant Context, Zero Searching

Every answer in one prompt.

  • AI-powered context retrieval across orders, returns, tickets, policies, and journeys
  • Uses entity resolution and identity stitching to unify customer, order, and interaction data
  • Works across the board, eliminates manual lookup through real-time semantic search
  • No tab switching, no manual digging

Genie applies natural language understanding (NLU) to map questions to the right operational data instantly.

Support ticket automation like never before


Learn More

Agent Assist & Auto-Resolution

Generative AI Support that resolves at 10× speed.

  • AI-generated replies and next-best actions in real time
  • Multilingual, brand-aligned responses trained on historical resolutions
  • ML-driven confidence scoring before auto-triggering refunds, replacements, or escalations
  • Auto-trigger refunds, replacements, escalations
  • Resolve tickets 13× faster

Actions are executed when Pragma Genie’s decision confidence thresholds are met.

Support ticket automation like never before


Learn More

Decision Intelligence for Ops

AI that reasons, predicts, and acts.

  • Machine learning models recommend courier reassignments and policy overrides
  • Anomaly detection flags abnormal spikes in returns, delays, or failures
  • Predictive escalation logic surfaces only true edge cases to human teams
  • Learns from approvals, rejections, and downstream outcomes
  • Escalates only true edge cases to humans

Support ticket automation like never before


Learn More

Quality, Sentiment & Coaching

AI-led consistency across every interaction.

  • ML-based conversation auto-scoring for tone, accuracy, compliance
  • Sentiment analysis identifies churn risk and escalation probability early
  • AI-driven coaching highlights gaps using real conversation examples
  • Continuous feedback loops improve agent performance over time

Support ticket automation like never before


Learn More

Workforce Intelligence

Predictive staffing powered by machine learning.

  • ML models forecast ticket volumes by channel, issue type, and seasonality
  • Predict handling time by issue type etc.
  • Optimise rosters dynamically to meet SLAs without overstaffing
  • Alerts teams before SLA risk materialises

Support ticket automation like never before


Learn More

Revenue & Retention Intelligence

AI that understands commercial intent.

  • Context-aware recommendations for upsells, exchanges, or credits
  • Predictive refund prevention by identifying saveable interactions
  • Aligns CX with revenue goals
  • Learns which resolutions maximise long-term LTV

Support ticket automation like never before


Learn More

Learning from 2000+ Brands

Smarter every day. Models trained on real outcomes, not theory.

  • Machine learning models trained on India-specific D2C behaviour
  • Continuously adapts to new SKUs, behaviours, and policies
  • Cross-brand learning improves accuracy without exposing brand data
  • Learns from outcomes, not assumptions

Genie doesn’t rely on static rules. It evolves with every resolved interaction.

Support ticket automation like never before


Learn More

Security & Control

Responsible AI by design. Enterprise-grade by default.

  • Role-based access and permissioned actions
  • Full audit trails for every AI-assisted or AI-executed decision
  • Policy-aware guardrails prevent unsafe or non-compliant actions
  • Enterprise-grade controls for trust and accountability

Support ticket automation like never before


Learn More

Integrations

One AI brain across the entire commerce stack.

  • Native integrations with CRM, OMS, RMS, Checkout, ShipAxis, and JMS
  • APIs and webhooks for custom AI-driven workflows
  • Real-time data sync ensures models act on live truth, not lag

Support ticket automation like never before


Learn More

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