Readiness audit
Ground every engagement in hard evidence before scaling automation.
- Trace telephony & IVR paths end-to-end
- Map security, privacy & retention gaps
- Align CRM, ticketing and knowledge data contracts
AI-guided containmentRegulated operations ready
Explore automation playbooks
Pick the mix that fits your contact patterns and governance obligations. Each playbook combines AI containment with human-grade care.
- Automated containment
- 45%+ in eight weeks
- CX resilience
- +9 NPS on assisted escalations
- Time to payback
- Operational ROI inside 16 weeks
Lay the groundwork
Three workstreams keep automation durable, explainable and compliant.
Experience design
Blend human and automated interactions without confusing customers or agents.
- Conversation blueprints with compliant prompts
- Fallback design that preserves CSAT
- Agent assist workflows with live summaries
Operations & observability
Measure success with the same rigor as your existing runbooks.
- Outcome dashboards aligned to KPI owners
- Alerting across latency, sentiment and escalation
- Playbooks for redaction, overrides and hot fixes
Use-case playbooks
Layer automation into the journeys creating the highest drag today. Every playbook ships with metrics, quality reviews and handover logic.
Average handle time ↓ 25%
Service operations triage
- Authenticate and reset accounts without agent hold
- Push proactive order status updates via CRM enrichment
- Summarise unresolved intents for warm handover
Recovered revenue ↑ 18%
Revenue protection callbacks
- Escalate failed payments with branded voice scripts
- Offer dynamic payment plans inside PCI lanes
- Capture consent trails for regulatory reporting
Missed appointment rate ↓ 32%
Field logistics coordination
- Rebook deliveries with slot & geo validation
- Dispatch driver nudges based on live traffic data
- Aggregate disruption reasons for ops review
Each playbook includes runbook templates, QA checklists and regulator-ready documentation.
Need a tailored rollout?
We co-design a layered automation programme that meets stakeholder expectations and regulator scrutiny alike.