Dunefox: AI Customer Engagement Platform

The challenge

A business that answers customers today is answering them in five or six different places at once: the website chat, WhatsApp, Instagram, Messenger, Telegram, email, and the phone. Each of those places has its own inbox, its own history and its own notion of who the customer is. Conversations get answered twice or not at all, enquiries that were ready to buy go cold in a tab nobody opened, and the team has no single record of what was said to whom. Meanwhile the same handful of questions are answered by hand, hundreds of times a week, by people who could be selling instead.

What we built

Sucetas Technologies built Dunefox as a single platform for the whole conversation, from the first question to the closed deal. Every channel arrives in one inbox against one customer record. AI agents trained on the business's own knowledge handle the routine questions and hand over cleanly when they should not answer. Enquiries are captured and scored as they happen rather than retrospectively, and the same platform runs the WhatsApp campaigns that bring the next set of conversations in. Dunefox Voice extends the same idea to the phone, with AI agents that call out, qualify, book and hand off to a person.

Why we built our own product

Dunefox began as an internal answer to a problem we kept meeting in client work. Every business we spoke to was losing enquiries in the gap between channels, and every one of them had been sold a tool that solved a slice of it.

Building and running the whole thing ourselves, as a live product with paying customers rather than a demo, is also the most honest portfolio piece we have. The engineering decisions, the failure modes and the operational load are all ours.

One inbox, one customer record

Web chat, WhatsApp, Instagram, Facebook Messenger and Telegram all land in the same place, attached to the same customer. A conversation that starts on the website and continues on WhatsApp two days later is one conversation, with the earlier context intact.

Around the inbox sits the rest of what a support team actually needs: tickets raised from conversations, a knowledge base the AI answers from, routing to the right person, satisfaction scoring, and escalation when something needs a human.

• Web chat widget, WhatsApp, Instagram, Messenger and Telegram in one inbox
• One customer record carrying the full history across channels
• AI agents answering from the business's own knowledge base
• Tickets, routing, satisfaction scoring and escalation built in
• Fifty-plus languages

Enquiries captured while they are still warm

Most businesses discover their leads afterwards, by reading back through conversations. Dunefox captures them as they happen. Intent is scored from zero to one hundred as the conversation unfolds, so the enquiry that is ready to buy is visible now rather than on Friday.

The pipeline and the CRM sit in the same product as the inbox, which means the conversation, the lead and the deal are not three separate systems that have to be reconciled.

Marketing that closes the loop

The same platform runs WhatsApp broadcast campaigns against the segments it already knows about, tracks delivery, and attributes the conversations and revenue that follow.

Because the campaign, the reply and the deal all live in one place, the question of what a campaign actually produced has an answer rather than an estimate.

Dunefox Voice: the same agent, on the phone

Dunefox Voice is live. It puts AI agents on real phone calls: they call out, qualify the person on the other end, book into a calendar, send a proposal over WhatsApp or email mid-call, and hand off to a human when they should not be answering.

The differentiator is how it handles Indian conversations. It speaks and understands more than fifty languages, including English, Hindi and Marathi, and it copes with the code-switching that happens naturally mid-sentence. It can be interrupted the way a person can be interrupted, rather than talking over the caller. And it answers from the organisation's own knowledge rather than improvising, so when it does not know something it hands over instead of inventing an answer.

• Outbound calling campaigns run against an uploaded list, with scheduling and retries
• Intent scored from the call, the same way it is scored from a chat
• Calendar booking and mid-call proposals over WhatsApp or email
• Recording, transcript and an AI summary of every call, with the outcome pushed to the CRM
• A no-code agent builder and a visual flow builder, with guardrails
• English, Hindi, Marathi and more, including code-switching mid-sentence

Built to be handed to an enterprise

Dunefox runs from a fourteen-day free trial with no card required, up to enterprise deployments with white-labelling, single sign-on and per-workspace isolation.

Data handling is GDPR-aligned, and larger customers get their own isolated workspace rather than a shared tenant with a filter on top.

Inside the system

What it does

What changed

• Around 90 percent of queries automated
• Team productivity up 80 percent
• Resolution three times faster
• Support available around the clock
• Support, leads and marketing running on one system instead of several

Common questions