How Kls is strengthening its customer support with an AI-First strategy

At Kls, our ambition is constant: to simplify our users' lives while improving the quality of the support we offer them.

With this in mind, we have chosen to place artificial intelligence (AI) at the heart of our customer relations, with a vision that goes beyond basic automation to make it a genuine strategic lever at the service of efficiency, experience and the human touch.

Intelligent, controlled AI at the service of the user

Since February 2026, artificial intelligence has been the first point of contact for users of the Kls Desk platform.

This choice is part of a carefully considered approach: for over a year, this technology has been tested and trained in real-life conditions. It relies on advanced language models and is trained on our own documentation, use cases and internal resources. This enables it to understand requests more accurately and to propose contextualised, relevant and useful responses.

💡 Results:

• instant response, 24/7, with no time constraints ;
• greater autonomy for users, with solutions proposed in a matter of seconds;
• effective resolution of the majority of requests, validated by a year's worth of feedback from the field.

But this intelligence doesn't work without safeguards: we've designed the AI to stop "talking" when it's not sure of the answer, and redirect to a human contact when necessary. This ensures that the quality of support is never compromised, especially on sensitive issues such as billing or contractual terms, which remain the exclusive responsibility of our teams.

A continuous improvement loop

One of the most innovative aspects of our approach is the continuous learning capability of our AI.

Every interaction is analysed: when our system identifies recurring topics that it has not yet mastered, it automatically suggests enrichments to the knowledge base. These suggestions are then validated and refined by our experts, creating a cycle of continuous improvement that gradually enhances the relevance and accuracy of our answers.

In addition to analysing tickets, our AI also learns by example, enriched by conversational intelligence tools such as Modjo. It is fed by all transcripts from support, onboarding and training sessions, retaining only what is formulated by Kls internal experts. These exchanges - anonymised and secure - constitute valuable material for enriching our detailed understanding of our tools and their uses.

This approach enriches our detailed understanding of the product and its actual uses, including workarounds or functional adaptations that can be implemented to meet business challenges. Where a knowledge base remains rigid and theoretical, this learning process makes the agent more intelligent, more flexible and more relevant in its responses.

This process not only enables us to continuously improve our support, but also to eventually create automated guided pathways to accompany users directly on the platform, without human intervention, whenever possible and relevant.

At Kls, AI is not seen as a substitute, but as a tool to amplify human expertise.

It handles recurring operational or documentary requests, offers instant assistance and contributes to a more responsive and fluid customer relationship. Our teams can thus concentrate on complex situations, specific needs and proactive support.

The user remains fully in control of his or her journey: at any time, he or she can request human intervention if the response provided by AI is not sufficient, or if the context so requires. Our teams retain full visibility and can intervene instantly.

A long-term vision of customer relations

This evolution is part of a broader vision: that of a more fluid, intelligent and personalised customer relationship, capable of keeping pace with today's financial challenges.

By combining artificial intelligence and human expertise, Kls is building a scalable, demanding support model focused on business value.
AI is not an end in itself, but a lever. A lever to free up time, reduce friction, and enable teams and users alike to focus on the essentials.

With this AI-first approach, Kls confirms its determination to innovate in the service of its customers by placing technology at the heart of the experience, without ever losing sight of the human element.

What about tomorrow?

Tomorrow, AI will go even further in supporting users. In addition to real-time responses, it will be able to orchestrate genuine guided pathways, on top of the Kls Desk platform, to accompany each user throughout their browsing experience.

AI will thus become a contextual co-pilot, capable of understanding the user's objectives, anticipating their needs and guiding them step by step through the use of the tool: setting up a workflow, understanding a process, securing an action, or optimising usage. A proactive approach, integrated into the heart of SaaS, that will transform support into a lever for adoption, performance and business value.