Ramco unveils Chia, an AI agent for service workflows

Ramco Systems has launched Chia, a conversational AI agent platform positioned as its entry into the agentic AI segment for customer support and service operations.

Chia is part of Ramco's AI-driven task automation suite, rTask. It targets customer service interactions that require multiple steps across internal systems and is designed to execute workflows, not just answer questions.

In practice, it routes requests through a sequence of actions-such as validating a booking or applying a refund policy-then updates back-end applications. When needed, it can escalate cases to human agents, providing conversation context and a workflow trail for handover.

No-code tools

A central component is a no-code AI Agent Foundry that lets customer experience teams design and deploy AI agents using plain-English instructions. Ramco is targeting non-engineering users who want to configure service logic without engineering sprints.

Chia also includes Natural Language Workflow capabilities, which allow teams to define business rules-such as eligibility checks and policy enforcement-in written English. Ramco says the system translates these rules into deterministic behaviour and uses the approach as a guardrail against hallucinations.

Organisations can deploy their first AI agent in weeks, according to Ramco. It described this as a faster cycle than traditional customer service automation projects, which often involve integration work, knowledge base curation, and ongoing tuning.

Workflow features

Multi-step workflow orchestration is a core function. The platform manages multiple specialised agents for tasks that require a series of decisions and actions, and supports omnichannel conversations across email, chat, and messaging platforms.

Chia includes real-time integrations with enterprise systems, including CRM, ERP, IT service management, and HR information systems. It also provides enterprise knowledge search that draws answers from trusted content sources.

The AI agent supports multilingual interactions and can process text and visual inputs. Voice support is planned for a later release.

Security and governance features include role-based access controls, encryption, audit logs, and compliance controls. The platform also provides explainability and workflow logs, which it says can support compliance reporting, auditing, and root-cause analysis.

Industry use

Ramco expects interest from sectors with high-volume customer interactions. In eCommerce, it highlighted order management, returns and refunds, and sales workflows during peak demand periods.

For travel and hospitality, it pointed to booking changes, cancellations, and guest support across multiple channels. In technology and SaaS, it cited onboarding, customer support, and account workflows across the customer lifecycle.

It also named financial services, where strong security controls and regulatory compliance are often required for customer service operations. Other sectors listed included health and wellness, media and entertainment, and communications and telecoms.

Chia includes performance dashboards that track deflection, customer satisfaction scores, resolution metrics, and knowledge gaps. Ramco said the dashboards can also surface customer intent to support ongoing improvements.

The launch puts Ramco into a crowded AI customer service automation market, where suppliers are pitching agent-based models that combine conversational interfaces with workflow execution. Interest has grown as enterprises look to reduce response times and manage service volumes without proportional increases in headcount.

Abinav Raja, managing director at Ramco Systems, said, "Chia addresses a rapidly growing global market need for AI systems that are not just conversational, but truly agentic, capable of reasoning, acting, and delivering measurable outcomes. As our first AI-native product, Chia marks a significant milestone in Ramco's transformation journey. It is the beginning of a broader roadmap, with many more AI-native innovations planned across our portfolio."

"This launch is aligned with our vision to transform our entire platform to be AI-native, embedding agentic intelligence into every product we build. We believe the future of enterprise software is agentic by design, autonomous, adaptive, and continuously evolving, and we are committed to leading that transformation."

Sandesh Bilagi, President & COO, Ramco Systems, commented, "Customers today expect accuracy, speed, and seamless support across every touchpoint. Chia rises to this challenge by enabling enterprises to automate complex customer interactions with confidence and control. As Chia enables teams to deploy production-grade AI agents in weeks, not months, organizations can modernize their support operations without lengthy implementation cycles, ultimately delivering faster and more consistent customer experiences."