A new AI platform is entering the customer experience arena with a claim that cuts through the noise: artificial intelligence that empathises.
Graia, launched by Bulb Technologies, Geomant, and Buzzeasy, three established players in the BOSQAR INVEST group, aims to reset expectations in contact centre technology. Backed by multi-million-euro investments from BOSQAR INVEST, the European Bank for Reconstruction and Development (EBRD), and MidEuropa, Graia combines proprietary CCaaS infrastructure with its own agentic AI to deliver what it calls a new standard in customer service.
The platform’s design responds to growing enterprise demand for AI solutions that can scale support and sales operations without sacrificing the human element. Its agentic AI enables the system to adapt in real-time, respond with context, and engage with a level of nuance typically missing from conventional bots and scripts.
Graia is also notable for being the only agentic CX platform with fully owned CCaaS and GenAI IP. That independence gives it the ability to evolve quickly and shape experiences across the full spectrum of user journeys, from resolving service issues to driving revenue through personalised interactions.
The brand name comes from the Croatian word graja, meaning a buzz or crowd, which Graia interprets as a multitude of perspectives unified into intelligent, responsive action. Customer service shouldn’t sound like a machine echoing back keywords, but like a business that actually hears what customers are saying.
“By launching Graia, we aren’t just joining the AI category; we are redefining it. Graia is not another AI product, it is a reinvention of how customer experiences are delivered. We are moving beyond simple automation. With our Agentic CCaaS platform & Agentic AI, enterprises can deploy intelligent agents that act, learn, and evolve, turning everyday customer interactions into efficient and adaptive experiences. This is what happens when deep CX expertise meets next-generation GenAI, a scalable, personalised solution designed to fit every business and grow with it,” said Marko Martinovic, CEO of the Graia initiative.
In contrast to generic AI platforms, Graia positions empathy not as a feature but as a foundation. It’s a direct response to the fatigue many businesses feel from fragmented CX tools that promise integration but deliver disconnection.
The platform is now live, offering a full-service solution for businesses ready to move past transactional interactions and toward meaningful, measurable engagement.