The Answer Engine for Customer Service & Support
We model customer experiences as structured data and prevent repeat demand — delivered through our platform and Forward Deployed Engineers who embed in your operation, build your experience ontology, and operationalize it into measurable outcomes.
Demand prevention and repeat contact elimination across enterprise clients
Experiential forecasting at 15-minute intervals — repeat demand signals included
CPx reduction — fewer contacts per resolved experience means less repeat demand
Healthcare enterprise case study — demand prevention + experiential forecasting
From Service Data to Enterprise Decisions
Root Cause Clarity
Identify the most painful and prevalent demand drivers facing your operation. Prioritize prescriptive actions with the business units that cause repeat demand — not just the agents who handle it.
Experience-Based Analytics
Map the full resolution journey — not individual contacts. Quantify repeat demand loops, cross-channel effort, and cost per resolved experience to identify where margin is leaking.
Enterprise Signal Distribution
Push service intelligence from the frontline to Product, Operations, and Customer Success. Improve AMPRx (Average Minutes Per Resolved Experience) across every level of the organization — from agent scorecards to executive dashboards.
Five Layers. One Engine. Demand Prevention at Scale.
The Answer Engine is not a set of features. It is an integrated stack that models experiences as data, quantifies behavioral effort, identifies what drives repeat demand, forecasts experiential volume, and distributes intelligence to the enterprise.
Experience Data Ontology
We model every customer experience as structured data — mapping POV, Channel, Phase, Component, Actor, and Resolution into a unified ontology. NULLs expose gaps. Gaps become your deployment plan.
Behavioral Experience Metrics
We replace AHT, CSAT, and FCR with metrics that explain why demand exists. CPx, AMPRx, 1CX Rate, and DTRx measure behavioral effort across 100% of experiences — not 5% survey samples.
Demand Prevention Engine
We identify repeat demand loops, rank root cause drivers by pain, prevalence, and cost, and prescribe what to fix, where, and why. This is not reporting. This is prescriptive action that eliminates unnecessary contact volume.
Enterprise Signal Distribution
Service intelligence does not belong in the contact center alone. We push prescriptive signals to Product, Engineering, Operations, Procurement, and Customer Success — because that is where contact demand actually gets prevented.
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Visibility That Drives Accountability
Agent Experience Scorecard
Agents see their impact on customer experiences — not just call metrics. CPx, AMPRx, and 1CX Rate give agents clarity on how effectively they resolve issues and reduce repeat demand.
Experience-Based Coaching
Know who to coach and why — based on experiential effectiveness, not just handle time. Identify agents driving repeat demand and prioritize coaching that reduces CPx across the team.
Enterprise Decision Layer
Monitor demand drivers, forecast experiential volume, and distribute prescriptive signals to Product, Operations, and Customer Success. Protect revenue, reduce cost to serve, and prevent demand at the source.
Award-Winning Technology
Integrated with the tools you love + more
serviceMob is software agnostic - meaning we don't care which specific systems you use. We believe that data contains a wealth of insights and knowledge, but it tends to be scattered across many different systems, making it difficult to analyze. serviceMob gains a comprehensive view of operations by integrating with every essential customer service software tool in order to unify all of the data of service and, most importantly, uncover the wealth of data for analytics.
Committed to the highest standards
We are SOC 2 Type 2 Compliant, which means we are certified and meet the highest standards of data privacy and security protocols
