Agent

One agent. Every customer moment.

The customer-facing side of Unless — one AI Customer Agent across acquisition, retention, expansion, and support, with the Help Center it auto-generates as its public face. Browse a moment, or see the full overview.
Acquisition

Qualify, convert, educate. 24/7 on your marketing site.

Retention

See churn coming. Act before it does, inside the customer's product.

Expansion

Catch upsell signals early. Route them to the right owner.

Support

Resolve, co-pilot, learn — across every helpdesk and channel.

Engine

The platform underneath.

The back-of-house side of Unless — a Living Knowledge library that maintains itself, plus the Train → Test → Deploy → Analyze loop that keeps every Customer Agent sharper after every conversation. See how the engine compounds.
Train

Always current. Always ready. Living Knowledge + Living Context.

Test

Before a customer sees it. Preview, simulate, audit.

Deploy

One agent. The whole journey. Memory across all of it.

Analyze

Performance, value, AI maturity. All visible. All live.

Trust

Built for the EU from day one

The architecture that lets your DPO, security, and procurement teams sign off without slowing your team down. Browse the page, or jump straight to a section.
Privacy Vault

Twelve numbered measures keep sensitive identifiers home.

Compliance posture

Three pillars — sovereignty, AI Act readiness, sector readiness.

Architecture

Five EU-resident layers — touchpoints to LLM constellation.

Frameworks

EU AI Act, GDPR, DORA, OWASP — built into the platform, not bolted on.

Customers

Trusted by leaders

How regulated-Europe brands — from Visma to Onguard — turned customer success into a revenue engine with Unless.
Visma Enterprise AS

Norway's leading ERP — modernized self-service with Unless.

Helping patients

Patient self-service surged within weeks of deploying Unless.

Enhancing credit software

Financial service Onguard powers their support operations with Unless.

Ticket deflection at scale

Meet Sally, Kontek’s AI support colleague in regulated finance.

Resources

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Find reference documentation for the javascript API.

The Unless cookbook

Bite-sized examples for every stage of the customer lifecycle.

Pricing

Pay per outcome. You choose.

Two equal-weight plans, both built around outcomes. Browse the page, or jump straight to a section.
The two plans

Flex (€0.99 per outcome) or Fixed (€1,999/month). Equal weight.

What's included

Full platform on both — Living Knowledge, Memory, Context.

Flex modules

Productized add-ons. À la carte on Flex, bundled into Fixed.

Frequently asked

What counts as an outcome, fair use, and switching mid-year.

Blog

Fireside chat at Visma AI Conference 2025

Transforming customer support with AI - insights from the Visma AI Conference 2025 fireside chat of Edgars Dzenuška and Sander Nagtegaal.

Updated 19 March 2025

At the keynote session of day 2 of the Visma AI Conference 2025, Edgars Dzenuška and Sander Nagtegaal sat down for a fireside chat titled “The Strategic Imperative: Transforming Customer Support with AI for Measurable ROI.” They discussed the role of AI in customer operations, exploring its return on investment (ROI), strategic implementation, and risk management.

Introduction: Meet the Experts

Edgars Dzenuška brings a wealth of experience from his 20-year journey in customer service, including roles at Apple and now at Visma, where he spearheads Customer Success. Serial founder Sander Nagtegaal, CEO of Unless, a leading AI platform for Europe's regulated sectors, complements this with technical expertise and a lot of experience in AI implementations.

Their session was structured into three engaging blocks: understanding the "why" of AI, navigating implementation and risk management, and envisioning future possibilities.

The “Why” of AI in Customer Support

Edgars emphasized that AI isn't just about fancy technology—it's about driving real customer outcomes. According to a 2024 Salesforce study, 61% of customers prefer self-service for simple issues. AI can supercharge these offerings, delivering fast and effective support without sacrificing quality.

  • Identifying Solvable Problems: Use support ticket data to find frequent queries that AI can handle.
  • Beyond AI: AI is not a cure-all. Great user experiences, targeted training, and smart automation are crucial.
  • Challenges for Large Companies: At first, AI’s role will be limited to relatively simple queries in these complex environments, enhancing expert support without replacing it. Security is key.
  • Addressing AI Hesitancy: Offering both AI and human support options can build trust and flexibility.
  • ROI Expectations: While changes in Support Intensity Rate might be quick, improvements in satisfaction and revenue take time, with foundational work being essential.

Implementation and Risk Mitigation

Sander shared his insights on the AI landscape, highlighting the challenges faced, especially in the EU, where a majority of AI projects stall in their early proof-of-concept phase.

Despite high enthusiasm, AI projects in customer support aren’t straightforward. As per McKinsey, only 33% of EU companies have ventured into AI, with 90% of projects stuck in limbo, particularly in finance and healthcare. There are ways around these problems, though.

  • AI Solutions: Implement AI across the entire customer journey—from websites to products and support teams.
  • Risk Factors: Projects often falter due to software complexity and regulatory confusion (EU AI Act, GDPR). Strong management support and strategic planning are vital.
  • Approach to AI Projects: Decide between building your own AI, using CRM-integrated AI, or partnering with specialized providers. Prioritize European compliance, especially for privacy and data security.
  • Security and Privacy: Address new risks with privacy vaults to prevent PII breaches and ensure GDPR compliance.

Sander mentioned that at Visma, adoption of AI in customer operations is notably high. The company group stands out, likely due to the combination of support from group teams and the autonomy of individual companies, enabling them to implement solutions quickly.

For instance, Zorgdomein added an AI to their patient portal, going from zero to approximately 6,000 conversations per week within just a month. Other companies have started by using an AI co-pilot for internal teams, which helps teams with efficiency and to become comfortable with AI.

The Future of AI in Customer Support

Sander envisioned a future where AI evolves with generative advancements, offering increased autonomy.

  • Automation and Learning: Initially, AI will support internal teams, improving documentation and staying current through continuous learning.
  • User Interaction: AI will gradually automate tasks, especially in sensitive sectors, by suggesting actions and keeping humans in the loop.
  • Long-term Vision: AI will redefine interfaces, replacing legacy systems with personalized experiences while safeguarding data privacy through local models.

Conclusion

The fireside chat highlighted AI's transformative potential in customer support. By strategically implementing AI with a focus on customer outcomes, businesses can enhance service quality and operational efficiency. The insights shared by Edgars and Sander offer a clear roadmap for leveraging AI's capabilities while navigating the regulatory landscape. As AI technology continues to advance, its role in customer support promises exciting opportunities for innovation and improved customer experiences.

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