With financial backing from CK Group, inui studio launches SkaLink, an innovative customer support solution based on live video calls. By focusing on more effective and human interactions, the Luxembourg-based company meets the needs of a market in search of more efficient tools capable of transforming the customer experience.
A new chapter for inui studio
In recent years, inui studio has mainly focused on developing its AIRxTOUCH touchless interaction technology and manufacturing touchless interactive screens. This innovation has found some success abroad, particularly in Canada, with St-Hubert restaurants, which, in 2024 alone, exceeded 50,000 orders placed through inui studio’s touchless terminals. The deployment of AIRxTOUCH technology will continue in 2025 within the Quebec-based restaurant chain.
However, a business model solely relying on hardware presents significant challenges in terms of production scale, investment, and profitability. This is why, for the past 12 months, inui studio has chosen to refocus on its core: software development. The goal is to seize new opportunities for accelerated growth and a broader impact.
Partnership with CK Group
To fully leverage the potential of this unique solution, inui studio has made the necessary investments to launch and develop its new software suite over the next three years. CK Group, already a distributor of inui studio’s SaaS solutions in Luxembourg -SkaHub for internal communication and SkaReider for municipal external communication - has decided to join this venture as partner. This fundraising round secured €1.5M, primarily from CK Group, with the capital focused on enhancing the solution and driving its commercial deployment in Luxembourg and across Europe. This project also benefits from the support of the Ministry of Economy.
"SkaLink is an innovative solution that addresses a key issue for businesses: strengthening and optimizing customer relationships. At CK, we firmly believe that supporting initiatives like inui studio’s, a Luxembourg-based company, is not only a way to diversify our offerings but also a way to actively contribute to the local economy. This partnership opens exciting perspectives and marks a new step in our commitment to supporting our clients in their digital transformation while promoting talent and innovation in Luxembourg," - David Gray, CEO of CK Group.
Live video for customer support
SkaLink is a professional video customer support solution designed for both startups and large companies. It consists of a touch tablet dedicated solely to managing video calls—the Intercom—and software, the Pilot.
Thanks to the Intercom, interactions between support agents and customers are more natural and human. Unlike phone calls, video enables instant visual diagnostics, cutting operational costs by eliminating on-site visits.
On the software side, SkaLink optimizes support team efficiency with advanced features such as call distribution management, queue management, call transfer, video recording, screen sharing, remote control, video voicemail, and real-time statistics.
A solution endorsed by major players
SkaLink was initially created in response to a project call from SNCF aimed at addressing staffing shortages at certain train stations. inui studio envisioned a unique solution that connects users with SNCF agents through live video. The goal was to facilitate customer support while providing a human and efficient interaction for ticket purchases/exchanges, guiding users in stations, and providing information on trains.
inui studio’s innovative proposal particularly impressed SNCF, which laid the technical foundation for this cloud solution.
“Our conviction is clear: when immediate, fast, and effective assistance is needed, people will always prefer interacting with another human rather than a chatbot/AI. For example, in the case of lost tickets or disruptions. It’s a matter of efficiency and quality of the customer experience. As for AI, we’ve chosen to integrate it only where it provides real value, with a real-time translation module allowing both customers and support agents to communicate in their preferred language,” - Olivier Raulot, CEO and founder of inui studio.
In the summer of 2024, a 6-month experiment began at the "LGV" Montpellier Sud-de-France station. The solution adoption was a real success, for both users and support agents handling more than 2,000 video calls during this period, achieving a user satisfaction rate of 80.2% (rated 4 or 5 stars). Another experiment is currently underway at the "Halte" station in Nogent-sur-Seine.
Building on the success of this first experiment, which demonstrated the effectiveness of their solution, inui studio decided to develop a complete platform for public services and companies of all sizes and sectors: not only for the transport sector (ticket purchase and exchange support), but also for banking and insurance (claims reporting), telecom operators (internet box support), retail (after-sales service), tourism (tourist offices), and much more.
A European ambition
inui studio has entered the cloud communications and customer support world in France with a major reference—SNCF—and operational partners who are leaders in customer relations: Konecta and Concentrix. inui studio has just formed a new sales team dedicated to SkaLink, and their long-term ambition is to develop sales of this solution across Europe over the next three years.
To effectively address the market, inui studio has focused on ease of use: SkaLink requires no phone numbers or app installations. The solution is operational at the client’s site in 15 minutes! From a commercial standpoint, it’s a simple and flexible leasing model with unlimited video communication duration.
For 2025, the goal is to introduce new features to SkaLink, handle 50,000 video calls via SkaLink, and surpass 500,000 SkaLink communications by 2026!
