Tolky launches a new platform for Conversational AI for enterprises.

It is a structural leap: the conversational ecosystem brings service, management and intelligence together on the same omnichannel layer, with an AI-first architecture designed from the ground up to resolve at scale, without fragmenting tools or hiding complexity behind outdated menus and flows.

Tolky announces the launch of its new Conversational AI platform for B2B enterprises. The product bundles years of lessons from high-volume customers into one environment: conversation stops being “one channel among many” and becomes the primary interface between customers, teams and internal systems. Instead of relying solely on phone queues, rigid forms or keypad-driven bots, which fall apart when intent drifts from the script. The operation works in natural language, with history, CRM context and brand-aligned business rules.

The architecture is AI First: AI is not limited to a superficial text layer. It runs through the dynamic knowledge base, conversational CRM, human console when someone must take over, active campaigns on multiple channels, semantic voice on devices and integrations with ERPs or finance stacks when resolution requires reading or writing real data inside the customer's infrastructure.

Automation capacity is configurable to each customer's needs: the share of interactions resolved by AI can grow with the operation and, for organizations with mature knowledge bases, governance and integrations, come close to full automation across customer service and relationship scenarios, from care and collections to sales and internal support. The platform does not impose a single threshold: each organization sets boundaries, human queues and rules by channel, department or case type, aligning the level of automation with the actual stage of the operation.

The outcome Tolky expects is not merely “automation to shrink the operational team”: it is higher conversation volume with quality, lower cost per contact, faster first-response times and a guarantee that when a person joins after the AI, they already know why the customer wrote in, what was tried and what sensible next step follows. Context-aware handoff is central to the value proposition.

Tolky operations and BI dashboard — Measurable operations: BI and KPIs move conversation data into management without parallel workflows or constant manual exports.

Tolky's trajectory in the national market includes institutional and industrial clients with major public impact, including a public case with the National Council of Justice (CNJ) and large brands in sectors that depend on true omnichannel reach. The governance and technical bar those profiles require shaped this product generation with an enterprise focus: documented APIs, Reasoning orchestration for critical flows, curated knowledge and clear boundaries where the company always prefers a human in control.

With its new platform structure, Tolky is preparing for a new growth phase focused on large accounts that need to run complex businesses and operations: organizations where interaction volume, legacy-system integration and governance requirements cannot be met by fragmented tools or shallow automation layers.

The economic climate and generative AI adoption in Brazil no longer need empty hype about “magic bots”. Operators want SLAs, security, traceability and reports. Marketing and sales need conversion and pace in the first replies after a campaign. Finance needs negotiation and payment copies on the right channel, without friction. Tolky positions the new platform as infrastructure for those outcomes, not a static widget in the corner of a website.

What the new platform delivers

AI-first architecture. Conversational resolution at the center, with generative models wired to approved knowledge, business rules and CRM context.
True omnichannel. WhatsApp, web chat, semantic voice (web, WhatsApp and phone) and SMS in one operation with unified history.
Measurable operations. Native BI, Follow Up, AI Forms and a conversational CRM turn customer service into actionable data for management.
Context-aware handoff. When AI escalates to a human, the agent sees full history, intent and CRM data in plain sight, so customers do not repeat themselves.
Enterprise-ready. APIs and a Reasoning orchestrator integrate ERPs, finance systems and corporate data with governance and curation.

Tolky conversation workspace — Conversation console: hybrid operation where AI and human teams share the same thread of context.

Positioning

Tolky is the Conversational AI platform that turns customer service, sales and relationships into an intelligent, omnichannel and humanized operation.

AI CRM for the conversational era. The relationship between businesses and customers has become conversational.

Tolky is the infrastructure that brings service, management and intelligence into one living ecosystem.

Market context

The market is shifting from form-, queue- and menu-driven operations to operations built on intelligent conversations. Enterprises with huge message volumes, across customer care, sales, collections, support and lifecycle, must serve more people with higher quality in less time, without losing personalization and control. Mature Conversational AI is how you scale without multiplying operating cost or degrading CX.

Tolky's new platform responds to that demand with one integrated product focused on resolution at scale. Instead of stacking standalone tools, Tolky concentrates the conversational ecosystem (Service, CRM, Contacts, Content Management, Departments, Flows, Campaigns, Automations, Alerts, Follow Up, AI Forms and BI) in one operation connected to the customer's data sources. The positioning Tolky reinforces is clear: this is not “another bot”, but an intelligent relationship layer.

From a commercial angle, a fast first reply to a lead still warms the opportunity; from support, effective automated resolution frees people for cases that require negotiation or empathy; from data, each interaction stops evaporating and becomes input for prioritizing product, campaigns and processes. Tolky's narrative is coherent across those three axes at once.

The next generation of enterprises won't only be digital. They'll be conversational, intelligent and integrated, able to serve at scale without treating people like numbers. Tolky manifesto

From the founders

Last October we started rewriting Tolky. After two years in conversational AI, it became clear that the platform that brought us here would not take us to the next level, and that the rise of vibe coding calls for a new foundation in speed, scale, mobile and internationalization.

That is why we rebuilt everything. We are launching the new site at tolky.to: some customers are already testing the new platform and, in the coming days, it will start reaching everyone. A new phase for Tolky.

Marlos Carmo

Co-founder, Tolky

Deep integration with the customer's systems is what separates curiosity from product. When AI talks to ERP, finance, CRM and operations in real time, the company stops patching tools together and starts operating with end-to-end context.

Our bet is AI First with governance: scale with maturity, not empty promises. That means architecture ready for continuous evolution, clear metrics on response quality, human handoff with context and a technical base that sustains growth without sacrificing experience.

Patrick Bonnereau

Co-founder, Tolky

Applications

The platform serves enterprises with high interaction volumes in customer service, sales, marketing, collections, technical support, Customer Success and HR. Typical use cases include automated FAQ resolution, instant lead qualification, integrated scheduling, invoice copies over WhatsApp, proactive NPS and internal employee support. The modular design lets each organization connect the channels and integrations that hurt most today, and expand later without swapping stacks.

About Tolky

Tolky is a Conversational AI platform for enterprises that need to scale customer service, sales and relationships without sacrificing quality. It brings the conversational ecosystem (Service, CRM, Contacts, Content Management, Departments, Flows, Campaigns, Automations, Alerts, Follow Up, AI Forms and BI) together in an omnichannel, humanized and measurable operation. Positioned as AI First, Tolky turns every conversation into resolution and into actionable business data. tolky.to

Press contact

Interview requests, supporting materials and editorial support:
negocios@tolky.to · tolky.to/en/press