Will & Vision and MindwareWorks collaborate on generative AI customer experience

Will & Vision and MindwareWorks have launched a strategic technology collaboration to advance customer experience with generative AI. The initiative focuses on applying AI technologies to existing customer touchpoints—including agent assist, chatbots, and voicebots—to enhance both customer service and contact-center operations.

The companies plan to use LLM, RAG, and multi-agent technologies to incorporate customer-specific expertise and support information retrieval and response creation throughout the consultation process. Multiple AI Agents can share responsibilities such as understanding questions, finding relevant information, drafting responses, and validating results, helping agents provide more appropriate guidance.

This approach is intended to give customers a more consistent experience across channels while improving both service quality and operational efficiency. The collaboration marks the beginning of a long-term effort to modernize contact-center solutions for the generative AI era.