Everything you need to know about Auralis

Auralis is purpose-built for enterprise and mid-market support teams across Customer Support, ITSM, ERP Support, Field Support, and Ecommerce. It serves industries including SaaS, fintech, neobanks, healthcare, retail, government, logistics, and manufacturing. Customers include CA.gov, Popeyes, Norwegian Cruise Line, Visma, and hundreds of other businesses operating at scale.

Several things. Auralis is tailored, not templated - trained on your specific data, workflows, and terminology. It is fully managed - Auralis handles data clean-up, model training, integrations, monitoring, and maintenance, so you don't need an internal data science team. It is LLM-agnostic, deploying cloud, on-premise, or hybrid. And it is enterprise-grade from the ground up, with SOC 2 Type II, ISO 27001, GDPR, and HIPAA certifications.

Auralis has offices in two locations: San Francisco, USA (2261 Market Street, Suite 5640, CA 94114) and Molde, Norway (Grandfjæra 28, 6423). Auralis is proud to be certified as "Made in Norway."

Auralis offers five core solution lines: Customer Support (automate routine queries, boost CSAT, reduce costs), ITSM (deflect routine IT tickets, accelerate troubleshooting), ERP Support (financial, supply chain, and operations queries), Field Support (warranty, service, and knowledge lookups in real time), and Ecommerce (boost conversions, reduce cart abandonment, 24/7 support).

Auralis is considerably more than a chatbot. It is a full AI agent platform. Unlike scripted chatbots, Auralis agents understand context, intent, and sentiment, draw from multiple knowledge sources simultaneously, and take multi-step actions like updating CRM records, triggering workflows, and escalating with full context. The platform also includes an agent-assist layer, a voice automation layer, a quality audit engine, and an enterprise knowledge management system.

Auralis Autopilot deploys intelligent conversational agents trained on your specific data. When a customer submits a query, the agent understands context and intent through natural language processing, retrieves the most relevant answer, and delivers a response in real time. It supports 100+ languages, learns from every interaction, and routes complex cases to human agents with full conversation context. Average deflection rates reach 40%+ within the first 90 days.

Auralis Assist acts as a real-time AI copilot inside your agents' existing workspace. As an agent reads an incoming ticket, Assist surfaces suggested responses, pulls relevant knowledge articles, recommends next best actions, and can auto-draft full replies. It also performs intelligent ticket categorization, priority routing, and CRM record sync. Even junior agents perform at the level of your most experienced staff, boosting average productivity by 30%.

Auralis Audit provides CX leaders with 100% interaction coverage - not just random samples. It automatically scores every conversation, tracks CSAT and sentiment trends, surfaces compliance risks, identifies training opportunities, and builds real-time dashboards on team KPIs. Systemic quality issues are caught early, not discovered months later through manual review.

The Auralis Knowledge Center is a governed, AI-powered knowledge management system. Unlike a static knowledge base, it uses semantic search (understanding meaning, not just keywords), maintains version control on all documents, automatically detects knowledge gaps based on unresolved queries, supports permissioned access so different teams see different content, and synchronizes from multiple sources including documents, videos, SOPs, and runbooks.

Yes. Auralis Answer is the voice-first automation component. It resolves complex phone queries using natural language processing, performs real-time call transcription, sentiment analysis, and auto-recording. Voice queries are handled with the same intelligence as chat and email, drawing from the same knowledge sources throughout the call.

Auralis supports 100+ languages with near-human accuracy. The system automatically detects the customer's language, can switch mid-conversation, and maintains full context throughout. All core features - intent recognition, sentiment analysis, automated responses, and knowledge retrieval - function across all supported languages. Perfect for global support teams serving multilingual customer bases.

No. Auralis is a fully managed, done-for-you service. The Auralis team handles all technical work: data extraction and clean-up, model training and configuration, integration with your tools, monitoring, and ongoing maintenance. Your team focuses on customer experience - you set policies, review insights, and act on results.

Your existing knowledge base, help articles, FAQs, SOPs, video content, and historical ticket data form the foundation of your Auralis deployment. Auralis handles data extraction, deduplication, and organization. Your data is never used to train generic models - it powers your Auralis instance exclusively.

Yes, fully. You can define custom response templates, set the AI's tone and personality to reflect your brand, implement industry-specific business rules, and create custom escalation workflows. Auralis learns your specific terminology so responses feel authentic - not generic.

Auralis offers full deployment flexibility: Cloud-hosted SaaS (fastest to deploy, Auralis-managed), On-premise (within your own infrastructure), Private cloud (dedicated cloud environment), and Hybrid setups. For cloud deployments, choose your provider: AWS, Azure, or GCP.

When Auralis encounters a query that is too complex or detects customer frustration, it performs a seamless handoff to a human agent. The agent receives full conversation history, the AI's analysis of the issue, and recommended resolution paths - picking up exactly where the AI left off without asking the customer to repeat themselves.

No. Auralis layers on top of your existing tools - it enhances your current workflow rather than replacing it. Your agents continue using the same help desk interface they know. Auralis adds AI capabilities inside that interface and automates interactions at the front end.

Auralis operates across all major support channels: live chat (web widget), email, WhatsApp, SMS, and voice / phone. The same AI agent runs across all channels with consistent quality and a unified knowledge base, so customers receive the same accurate answers regardless of how they reach out.

Yes. Any platform or system that exposes an API can be integrated with Auralis. The Auralis team works with you to build the required connector. This includes proprietary internal systems, custom databases, legacy platforms, and niche vertical SaaS tools.

Yes. Auralis is fully LLM-agnostic. It can orchestrate public LLMs (OpenAI, Anthropic, Gemini), open-source models, or models you have fine-tuned internally. This ensures you are not locked into a single AI provider and can take advantage of the best available models as the landscape evolves.

All data in transit is encrypted using TLS 1.2+. All data at rest is encrypted using AES-256 encryption across all storage mediums. Access is controlled through RBAC with least-privilege principles, SAML 2.0/SSO support, multi-factor authentication, and comprehensive audit logging.

No. This is a firm policy. Your customer data is never used to train or fine-tune Auralis's foundational models. Your data is used exclusively to power your own Auralis deployment. No data is transmitted to OpenAI, Anthropic, or any other third party unless you have explicitly permitted that specific connection.

Yes. Auralis is architected to meet HIPAA standards for safeguarding Protected Health Information (PHI). For healthcare organizations, Auralis signs Business Associate Agreements (BAAs) as required under HIPAA. The platform is actively deployed in online health platform contexts.

Yes. All major subprocessors (including Azure OpenAI) are GDPR-compliant and operate under strict Data Processing Agreements (DPAs). EU data residency is available - Auralis can deploy with Azure OpenAI hosted in EU data centers so your data never leaves your selected geographic region.

For cloud deployments, Auralis runs on hardened infrastructure across AWS, Azure, or GCP - the customer's choice. The infrastructure includes regular vulnerability scanning and patching, DDoS protection, and advanced threat detection. The platform maintains a 99.99% uptime SLA with load balancing, auto-scaling, and real-time backup.

Auralis maintains a documented and tested incident response plan. All systems are monitored 24/7 with centralized SIEM integration for threat detection. Breach notifications are issued within regulatory timeframes with a full root cause analysis. The security team is reachable at [email protected].

Yes. Auralis offers fully on-premise and self-hosted deployment options. All data processing, model inference, and storage occurs within your own infrastructure - no data leaves your environment. Recommended for government, defense, financial services, and healthcare organizations with strict data locality requirements.

Auralis customers typically achieve 30 to 45% reductions in operational costs. TouchPoint Software reported a 40% reduction in operational costs. Delta Rapid 3D reported a 33% reduction in ticket handling time. Sprint365 saw 6.5x ROI within 3 months.

Auralis improves CSAT through: faster response times (answers in seconds, not hours), 24/7 availability, consistent answer quality across every agent, and reduced escalations. The Auralis Audit system identifies interactions where CSAT dipped and surfaces root causes. Customers typically see 10 to 40% improvements in CSAT.

Auralis uses continuous learning. Every interaction is analyzed - what worked, what led to escalation, what generated a negative sentiment signal. Successful resolution patterns are reinforced, and gaps in knowledge are flagged for the Knowledge Center. Performance in month 12 is typically measurably better than month 1.

Most Auralis customers see measurable ROI within 3 to 6 months of going live. Sprint365 reported 6.5x ROI in 3 months. ROI is driven by cost per ticket reduction, headcount avoidance, and agent productivity gains - all of which compound over time. Use the free ROI calculator at auralis.ai/calculator/ to estimate your savings.

Auralis typically structures a pilot engagement for new customers to demonstrate value before a full commitment. During the pilot, Auralis deploys across a subset of your ticket volume or a specific use case and delivers measurable results you can evaluate before expanding.

The first step is a conversation with the Auralis team. Visit auralis.ai/demo/ to book a call with an AI expert. In that session, you will walk through your current support setup, volumes, pain points, and goals. From that point, most organizations are live within 2 to 4 weeks.