About Wink AI
Wink AI is a real-time sales assistant for teams that sell over the phone. It listens to live calls, knows the customer, and shows the rep the right product while the customer is still on the line. Wink is built by Ambi Labs, an applied AI lab in Boston.
Why we built Wink
A lot of retail still happens on the phone. Shoppers call about a ring they just saw, or phone a specialist retailer to order a part, a case of wine or a new microphone. Most of those calls end the moment the order is placed.
The best reps don’t stop there. They remember that this customer bought a pendant on Tuesday and mention the matching earrings. They know which cable the new receiver needs. Newer reps can’t do that yet: nobody can hold a catalog of tens of thousands of products and every customer’s history in their head while talking. So the second sale depends on who happens to pick up.
Wink closes that gap. It gives every rep the memory and catalog knowledge of your best one, in the moment it’s useful.
What Wink does
- Transcribes both sides of the call as it happens, in 30 languages, tuned for phone audio and regional accents.
- Knows the customer: past orders, preferences, and what they bought last week.
- Suggests the next product, in stock and in the right size, with a one-line reason the rep can say out loud.
- Answers questions the rep types mid-call, like “matching necklace under $150?”, with products they can sell.
- After the call, writes the summary and scores the call against your own quality rubric.
Wink runs in the browser next to the dialer and works with Five9. The Wink Companion for Windows brings in call audio from other softphones.
How we build it
- Help the rep, never replace them.
- The customer talks to a person. Wink sits on the rep’s screen and does the remembering and searching, so the rep can listen.
- One good suggestion beats five.
- A rep has a second to glance at the screen. Wink shows the single item that fits what the customer just said, and stays quiet when nothing does.
- Fast enough to matter.
- A suggestion that arrives after the moment has passed is worth nothing. Answers to direct questions always come first, and nothing proactive is allowed to slow them down.
- Judge it by what sells.
- We track whether suggestions were pitched and whether customers bought, and we tune Wink on those outcomes rather than on how clever a suggestion looks.
We wrote more about the engineering in how we made real-time upsells fast.
Who uses Wink
ShopLC and TJC, retailers of jewelry, gemstones, beauty and home products, use Wink with their personal shoppers. Read how ShopLC uses Wink.
Customer data
Wink pauses when your phone system pauses recording, redacts card numbers from live and stored transcripts, and signs agents in through your company’s single sign-on. Our Security, Privacy and Subprocessors pages have the details.
The company
Wink is made by Ambi Labs (Ambi Laboratories Inc.), an applied AI lab in Boston founded by Neil Agrawal, who leads product, engineering and security. Wink is supported by the ElevenLabs Grants program.
Get in touch
To see Wink on your own catalog, talk to sales or email contact@trywink.io. Security reports go to security@ambilabs.io.