Customer Service Automation
A customer asks a simple question. Your agent spends 10 minutes hunting through three systems to find the answer. Meanwhile, the customer is watching those typing indicators appear and disappear, wondering why this is taking so long. This is the reality for most support teams: they spend only 46% of their time on actual customer interaction—the rest goes to hunting for context across disconnected systems. The goal isn't 'deflecting tickets'. It's maintaining response quality at 3x volume without 3x the headcount.
We build customer service pipelines that do five things well
Every step designed to free your team from repetitive work so they can focus on the conversations that actually need a human. No more hunting through five systems to answer 'where's my order'. No more inconsistent answers because different agents have different information.
Unify All Channels
Email, chat, forms, and social into one queue with full customer history
Classify & Prioritise
AI categorises by urgency and topic—routing to the right person instantly
Draft Smart Responses
AI suggests replies based on your knowledge base. Agents review and send.
Escalate Intelligently
System knows when to pause and hand off to a human before customers complain
Learn & Improve
Tracks resolution times and patterns. Gets smarter with every interaction.
Good people, bad processes
Your Support Team Is Drowning in Context-Switching
A customer asks about their order status. They get one answer via email, a different answer via chat, and a third answer when they call. Each agent is looking at different systems, different data, none of it synchronized. This isn't a training problem—it's a systems problem. Customers reach out across email, forms, chat, and social—an average of 7 different channels. Answers depend on who picks it up, how busy they are, and whether they can find the right information. With less than 80% average data accuracy in most CRMs, the information they do find often can't be trusted. Your customers notice the inconsistency. Your agents feel the frustration.
What This Actually Looks Like
Picture your support agent: 15 browser tabs open. CRM in one. Order system in another. Knowledge base in a third. Email in a fourth. Chat in a fifth.
A customer is waiting for an answer that exists in your knowledge base, but the agent can't find it because the search is terrible and the article is titled something unhelpful. So they ask a colleague. Who asks another colleague. Twenty minutes later, the customer gets an answer to a question that should have taken 30 seconds. Meanwhile, three more tickets have come in.
Support teams spend more time hunting for information than helping customers. Response quality varies wildly. 44% of companies lose 10% of annual revenue to poor data quality alone. Meanwhile, 62% of customers say response time is their #1 factor for satisfaction—and you're making them wait.
Key Issues:
Same questions answered differently across 7 channels—customers notice
Tickets sit unread while agents hunt for context across disconnected systems
89% of customers switch to competitors after poor experiences
Humans decide. Machines execute.
Pipelines That Run Themselves (With Guardrails)
We build custom pipelines that centralise all channels, classify tickets automatically, and suggest responses based on your actual knowledge base. AI handles the 80% of routine queries that don't need human judgement.
Response times drop from 15 minutes to 23 seconds. But here's what really matters: customers get consistent answers. Fast responses. And when they need a human for a complex problem, they get an agent who has time to actually help because they're not buried in 'where's my order' tickets. Your team focuses on the conversations that need empathy, judgement, and problem-solving. The stuff humans are actually good at.
The peace of mind is real: you see problems before they become crises. Nothing falls through the cracks. Your support team becomes a competitive advantage instead of a cost center.
Customer Service Automation
We build pipelines that unify, classify, respond, and learn—so your team can focus on helping customers instead of chasing tickets. Most teams see positive ROI within 8-14 months, with annual savings of £95,000-£175,000. The result: your agents wake up to a prioritized queue with full context. Routine queries are already handled. Complex issues are routed to the right specialist. No more context-switching. No more hunting. Just helping customers.
Implementation:
Map Your Support Landscape
We audit every channel, queue, and handoff point. Identify where context gets lost and where agents waste time searching for answers.
Centralise & Connect
Email, chat, forms, and social feed into one unified queue. Every ticket carries full customer history from your CRM, order system, and previous conversations.
Build AI Classification
Train models on your ticket history to auto-categorise by urgency, topic, and required expertise. Hot issues route immediately; routine queries queue for AI handling.
Deploy Response Intelligence
AI drafts responses based on your knowledge base and past resolutions. Agents review and send—or the system handles simple queries automatically with human approval thresholds.
Monitor & Continuously Improve
Dashboards track resolution times, CSAT, and AI accuracy. The system learns from every interaction and surfaces patterns for process improvement.
Tools we integrate with
Measured outcomes, not promises
What Teams Typically See
Industry data shows AI-powered customer service delivers $3.50 return for every $1 invested. Teams handle 2-5x ticket volume without proportional staffing increases. Agent productivity rises 2-3x for complex issues because they're no longer buried in routine queries. Customer satisfaction improves 15-25% as response times drop and consistency rises.
But the real win isn't the metrics—it's the experience. Customers get help fast. Agents stop feeling overwhelmed. Your support team can actually support instead of just surviving.
The escalations that used to happen because the first agent couldn't find the right information? They don't happen anymore. The customer who used to ask the same question to three different agents? They get one consistent answer the first time.
Ready to fix your customer service?
Most teams start with a single workflow—usually email or chat. Let's map your highest-friction process and show you what automated support could look like. No generic demos. Just your actual support challenges and how to fix them.