Certainly - AI-powered customer service and marketing platform

What is Certainly

If you've ever felt like your customer support team is constantly drowning in repetitive questions, you're not alone. Businesses across industries face a common challenge: thousands of inquiries pouring in daily about order status, return policies, product details, and basic FAQs—queries that consume valuable time but rarely require human expertise. Your customers want instant answers, 24/7 availability, and consistent experiences across every channel. Yet scaling a support team to meet these expectations often means spiraling costs and frustrated agents stuck handling the same questions on loop.

This is exactly the problem Certainly was built to solve. Headquartered in Copenhagen, Denmark, Certainly is an all-in-one AI solution designed to transform how businesses interact with their customers. Rather than just deploying a generic chatbot, Certainly offers a five-step customized AI agent building service—Discover, Design, Develop, Deploy, and Optimize—that takes your business from consultation to full implementation with ongoing refinement.

At its core, Certainly combines generative AI with visual capabilities, enabling AI agents to understand and process images naturally, not just text. The platform integrates seamlessly with over 200 pre-built connections including Shopify, Zendesk, Klaviyo, and OpenAI, so you don't need to rebuild your tech stack. Whether your customers reach out through your website widget, WhatsApp, Instagram, Email, SMS, or QR codes, Certainly unifies every channel under one platform with DeepL-powered real-time translation breaking down language barriers instantly.

The numbers speak for themselves: more than 500 brands trust Certainly to handle their customer interactions, with the platform processing over 50 million queries monthly while maintaining 99.9% platform availability. Companies like Fintiba, Feastables (MrBeast's brand), Lucy & Yak, and Søstrene Grene have transformed their customer experience with Certainly's AI agents achieving up to 97% conversation automation.

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Core Features

Understanding what Certainly can do means understanding how each feature translates into real business value for your team and your customers. Rather than listing capabilities, let's explore what you can actually accomplish with each one.

Custom AI Agent Building is where everything begins. You don't get a one-size-fits-all chatbot—you get an AI agent trained specifically on your business. Using generative AI and natural language understanding, your agent learns your products, policies, and brand voice. Fintiba, a fintech company serving international students, built FintiBot with Certainly and achieved 97% conversation automation while handling over 10,000 monthly interactions. The agent understands context, maintains conversations naturally, and improves over time through continuous learning.

Multi-Channel Deployment means meeting customers wherever they are. Your AI agent lives on your website widget, WhatsApp, Instagram, Email, SMS, and even QR codes—all managed from a single platform. With 200+ pre-built integrations, connecting to Shopify for e-commerce, Zendesk for support tickets, or Klaviyo for marketing automation takes minutes, not months. This unified approach ensures your customers get consistent, personalized responses whether they message you at 2 AM or browse your Instagram at lunch.

Intelligent Ticket Resolution automates answers to the questions your team is tired of answering. "Where's my order?" "What's your return policy?" "Do you ship to Canada?" The AI handles these instantly, 24/7, freeing your human agents to focus on complex issues that actually need a personal touch. Clients typically see 70% of tickets resolved automatically and 30% reduction in support costs.

Seamless Human Handoff ensures that when AI can't help, humans step in gracefully. Complex queries, sensitive issues, or high-value customers get routed to your team with full context passed along—so customers never have to repeat themselves. Lucy & Yak reduced escalated conversations by 85% using this feature, turning what could be a frustration point into a smooth transition.

Real-Time Analytics and Insights gives you visibility into what's working. The built-in dashboard tracks metrics like fallback rate (when AI can't answer), helpfulness rate, conversation volume, and customer satisfaction scores. You see not just numbers, but patterns—where customers are dropping off, which products generate the most questions, and where your knowledge gaps live.

CRM Integration connects your AI to your business systems. With 200+ pre-built connectors and a webhook builder, you can sync customer data, create tickets automatically, trigger marketing workflows, and personalize interactions based on purchase history. Most clients report saving approximately 90% of development time compared to building integrations from scratch.

Multilingual Support powered by DeepL provides real-time translation, enabling you to serve customers in Japanese, German, Spanish, and dozens of other languages without hiring multilingual support staff. Fintiba serves German-speaking international students across 100+ countries with this capability.

Personalized Marketing Interactions uses CRM-driven personalization and behavioral data to create hyper-personalized customer journeys. Instead of generic greetings, your AI remembers returning customers, recommends products based on browsing history, and nurtures leads through customized conversation flows that feel genuinely helpful rather than salesy.

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Use Cases

Every business has unique challenges, and Certainly adapts to fit yours. Let's walk through how different types of organizations apply the platform to solve real problems.

E-commerce Customer Support is perhaps the most obvious fit. If you run an online store, you know the drill: customers asking about sizing, shipping times, return policies, order tracking—same questions hundreds of times per week. Your support team burns out, response times creep up, and customers leave frustrated. Certainly's AI agent handles these repetitive queries instantly, any time of day. One e-commerce client reduced support costs by 30% while automatically resolving 70% of tickets. Your team stops playing FAQ reader and starts solving problems that actually need human judgment.

Financial Services Consulting presents unique demands: complex products requiring accurate information, regulatory compliance, and often multilingual customers. Fintiba serves international students relocating to Germany—a group needing banking guidance in multiple languages. Their FintiBot handles 97% of conversations autonomously, delivered a 125% increase in customer satisfaction, and manages over 10,000 monthly interactions. The AI provides instant answers to complex questions while seamlessly escalating to human advisors when needed.

Retail Marketing and Conversion transforms browsers into buyers. Imagine a customer browsing your website, wondering if a product is right for them. Rather than leaving, they're engage by an AI shopping assistant that understands your inventory, asks about their needs, and recommends personalized products. Feastables, MrBeast's snack brand, uses Certainly to power shopping assistants that guide customers from discovery to purchase with tailored recommendations.

Automated Ticket Processing solves the volume problem for high-traffic businesses. Lucy & Yak, a fashion retailer, was drowning in 140,000+ customer inquiries annually. After implementing Certainly, they reduced manual processing to just 3% of inquiries—meaning 97% were handled automatically. This didn't just save costs; it transformed their team from fire-fighting to focusing on strategic initiatives. The annual savings in labor costs exceeded £140,000.

Social Media Customer Service unifies scattered conversations. Modern customers reach out through Instagram DMs, Facebook Messenger, and social comments—but these channels often operate in silos, leading to inconsistent responses and missed messages. Certainly brings all social channels into one dashboard, ensuring every interaction reflects your brand consistently. Rat & Boa manages their Instagram customer service through Certainly, maintaining brand voice across thousands of weekly interactions.

Customer Insight Collection turns conversations into business intelligence. Every question your customers ask reveals something about their needs, pain points, and desires. Certainly's AI doesn't just answer questions—it analyzes conversation patterns to reveal product gaps, common confusion points, and emerging trends. These actionable insights inform product development, marketing strategy, and content creation.

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Getting Started

One of Certainly's distinguishing strengths is that you don't have to figure everything out alone. The platform is built around a five-step methodology that guides you from initial discovery to ongoing optimization.

Discover is where it begins. You'll work with Certainly's team to analyze your current customer service operations, identify the highest-volume query types, and map out your business goals. This isn't generic consulting—it's tailored to your specific situation. What are your biggest pain points? Which channels matter most? What does success look like for your team?

Design translates insights into conversation flows. You'll define how your AI agent should respond in different scenarios, what information it needs to gather, and when to escalate to humans. This phase sets up the dialogue architecture that shapes every customer interaction.

Develop is where your custom AI agent comes to life. Using generative AI and the knowledge you provide, the agent learns your products, policies, brand voice, and common questions. You don't need to write scripts—instead, you provide documentation, FAQs, and product information that trains the AI to answer naturally.

Deploy gets your agent live on your chosen channels. Whether you're starting with a website widget, WhatsApp business account, or Instagram, Certainly handles the technical setup. With 200+ pre-built integrations, connecting to Shopify, Zendesk, or your CRM takes minimal effort.

Optimize is ongoing. After launch, you'll use real-time analytics to identify gaps, improve responses, and expand capabilities. The AI learns from every conversation, continuously getting better at serving your customers.

For teams wanting extra support, Dedicated Onboarding includes guided setup sessions, comprehensive Academy materials, and team training to ensure everyone feels confident. AI Consulting goes further—from strategy through execution, covering architecture design, custom integrations, bespoke agent development, and advanced reporting.

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Pricing Plans

Certainly offers three tiers designed for businesses at different stages, plus optional add-on services for organizations needing extra support. All plans require contacting sales for specific pricing, as costs depend on your volume, channels, and customization needs.

Starter is ideal if you're new to AI-powered customer service. You get the foundational tools—your AI agent trained on your knowledge base, access to the integration library to connect your existing tools, and standard support to help you get rolling. Most startups and small e-commerce businesses begin here.

Professional unlocks meaningful scale. Beyond web chat, you can add either Meta (WhatsApp, Instagram) or Email as a second channel. Three custom workflows let you automate more complex processes beyond basic FAQs. CRM-driven personalization means returning customers get relevant, contextual responses. The pooled success team provides guidance as you expand capabilities.

Enterprise is for organizations needing full customization and premium support. Unlimited channels means your AI operates everywhere—web, WhatsApp, Instagram, Email, SMS, QR codes, and more. Five complex workflows handle sophisticated automation scenarios. White-label options let you remove Certainly branding entirely. Your dedicated success manager becomes a strategic partner in ongoing optimization.

Add-on Services extend beyond standard plans:

• Dedicated Onboarding: Guided implementation sessions, full Academy access, team training
• AI Consulting: End-to-end strategy, architecture design, custom integrations, bespoke agent development, advanced reporting
• Custom Commercials: OEM arrangements, SLA guarantees, customized contract terms

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Frequently Asked Questions