Text, the company behind LiveChat, ChatBot and HelpDesk, announced a strategic shift aimed at turning customer service into a profit engine through new AI powered capabilities. Text unveiledShopify-native AI selling agents and custom skills designed to help businesses move beyond support and actively drive revenue.
The announcement also includes a complete brand overhaul featuring a bold red visual identity, witty language, and a redesigned website that reflects Text’s evolving position in the customer service market and the company’s belief that customer service AI should feel more human, memorable, and emotionally engaging rather than purely transactional.
Breakthrough doesn’t chase trends; it draws from timeless principles that have inspired people for years. These aren’t nostalgic references, but strategic ones. By connecting to these powerful visual languages, Text’s AI provides the conversational intimacy and memorable presence needed to build genuine customer loyalty, retention, and growth.
This approach stands in stark contrast to the current use of AI in customer service, which focuses solely on resolution rates, cost savings, and removing humans from the equation. The courage behind choosing such bold, loud visual and linguistic communication is reflected in the strategic approach to introducing an entirely new market category.
“Text is pivoting from a defensive to an offensive stance,” said Vice President of Brand Gabriela Bartoszek, “The new branding and color palette are a direct reflection of this strategy.”
Text’s new approach positions customer service as a growth driver rather than a cost center. The rebrand is designed to reflect that shift, moving away from cold, efficiency-first language common across the AI industry in favor of a more distinct identity built around customer connection, attentiveness, and growth. Instead of focusing solely on ticket resolution and cost reduction, text’s AI agents are designed to identify customer intent, influence purchasing and generate revenue in real time.
“Service and sales are no longer at opposite ends of the customer experience,” said Text Chief Go-To-Market Officer Rafal Cebo-Kloc. “Customer service can be so much more than a cost center. Instead of reporting that tickets were handled seconds faster, our customers walk into board meetings and announce they earned tens of thousands of dollars in new revenue. It’s time for customer service to go on offense.”
Text’s platform monitors site visitors from the moment they arrive. Using browsing behavior, purchase history, and prior interactions, the platform’s AI agents can proactively engage customers, recommend products, qualify leads, and complete transactions within a single chat window. Human agents can step into conversations whenever needed.
“We are returning to the roots of customer service, but powered by new technologies. With AI agents, we capture and process that intent in real time and create immediate opportunities for new sales or customer engagement. We profile user behavior in real time to humanize the digital experience rather than automating the soul out of it.” said Chief Product Officer Filip Jaskólski. “While competitors provide static tools for deflection, Text provides not only software, but a proven growth strategy.”
Early deployment data from March and April shows strong momentum for the company’s new AI-driven model. According to Text, conversations handled by AI agents improved conversion-to-order rates by 266%. Across a test group of nearly 600 ecommerce vendors, Chat Sales Attribution increased by 39% over the past month, while Sales Operations rose by nearly 7%. Given Text’s global scale, these figures represent a fundamental shift in how businesses generate revenue online and with the support of AI agents.
Text user numbers rose 43% month-over-month as AI adoption accelerated. Total AI agent deployments increased 41%, while active AI agents rose nearly 60% by the end of April. For traditional customer service inquiries, Text customers are recording an AI resolution rate of 74%, with nearly three-quarters of cases resolved autonomously while the same agents also support sales around the clock.
From resolution agent to selling agent
Text’s AI selling agents are designed to help businesses scale sales operations without increasing headcount. The agents can be trained on a company’s product catalog, brand voice, and business rules to identify customer intent, recommend products, surface offers, and convert conversations into purchases all in a single window.
The platform supports Shopify and headless commerce environments, allowing businesses to integrate the technology into existing ecommerce workflows.
The AI selling agents are designed to remain active around the clock, engaging customers during off-hours or high-volume periods. If additional support is needed, the system can automatically bring a human representative into the conversation.
Custom skills for AI agents
Text is also introducing custom skills, allowing for businesses to create structured workflows that guide how AI agents behave in specific situations. Custom skills go beyond generic automation, by defining how AI agents respond to customer intent, including resolving issues, collecting information, offering incentives, triggering follow ups, or escalating conversations to humans. The AI can also use customer context such as browsing history, location, order count, and prior tickets to deliver more relevant interactions.
Custom skills can also drive growth by offering discounts, requesting reviews after successful resolutions, and helping businesses scale sales and service operations without sacrificing quality. Customers can train agents to run proven sales and service workflows while looping in human agents when needed.
AI Supervisors: A new role for customer service teams
Text is launching an AI Supervisor training program designed to help organizations adapt customer service roles for AI-driven operations. In this structure, AI agents manage high-volume customer interactions while human employees focus on supervising workflows, refining systems, and improving customer outcomes.
The framework was developed internally using Text’s own customer service organization and will become publicly available in early June.
To learn more about Text and check out the company’s brand new website, visit www.text.com.
About Text
Text is a new product in Text Inc.'s portfolio. It’s a customer service profit engine that consolidates sales, support, and customer growth into a single, user-centric application. By replacing fragmented tools with a cohesive architecture, Text empowers departments to scale through seamless, data-driven interactions.
Text Inc. is built on the foundation of LiveChat, the category-defining platform that pioneered modern live chat and brings over two decades of experience in conversational customer experience, now extended through AI-driven capabilities. The company serves more than 35,000 customers worldwide, including Unilever, Atos, Wembley Stadium, MIT, Stanford, and Coop Travel. Text Inc. is headquartered in Boston, Massachusetts, and is part of the Text Group (WSE: TXT, TXT.WA).
