Ingestion pipeline
We connect your help centre, internal wikis, PDFs, past tickets and agent macros into a single indexed corpus, with change detection so stale content stops being served.
Services
We cover the full path from raw support data to a production AI agent — and the governance and measurement that keep it trustworthy once it is live.
01 — Capability
Conversational agents
Agents that hold a real conversation, ask the follow-up question a human would ask, and then do something about it.
A scripted bot breaks the moment a customer phrases things differently. We build on large language models, which means the agent handles variation in language naturally — while your business rules, not the model's imagination, decide what it is allowed to do.
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Multi-channel by design
Web chat, in-app messaging, email, SMS and voice — one agent, one knowledge base, consistent answers.
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Actions, not just answers
Tool calling into order management, billing, bookings and provisioning — with permissions scoped per action.
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Grounded in your policies
Answers are retrieved from your approved content and cited, so you can always trace where a statement came from.
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Voice where it fits
Speech-to-text, natural turn-taking and text-to-speech for high-volume phone lines such as order status and booking changes.
Typical use cases
- Order status, tracking and delivery rescheduling
- Returns, exchanges and refund eligibility
- Account, subscription and plan changes
- Billing questions and payment troubleshooting
- Booking, reservation and appointment management
- Technical troubleshooting and guided setup
- Pre-sales product and specification questions
- Tier-1 triage and routing to specialists
02 — Capability
Knowledge engineering
Most AI support failures are data failures. The agent can only be as accurate as the content it retrieves, and as current as your pipeline keeps it.
Retrieval quality
Chunking, metadata filtering and hybrid search tuned to your domain — because generic defaults retrieve the wrong paragraph far more often than teams expect.
Evaluation harness
A regression suite built from your real tickets that scores answer quality on every change, so a prompt edit cannot quietly degrade accuracy.
Content gap reporting
Unanswerable questions are captured and clustered, then routed to your writers as a prioritised list of documentation to create.
Grounding & citation
Every factual claim traces back to a source document, and the agent is constrained to decline rather than improvise when nothing matches.
Multilingual coverage
Query translation and answer localisation across 40+ languages, with the per-language quality measured separately rather than assumed.
03 — Capability
Systems integration
We work with the platforms your team already runs. No forced migration, no rip-and-replace, no parallel system of record.
| Category | Examples | What the agent can do |
|---|---|---|
| Helpdesk & ticketing | Zendesk, Intercom, Freshdesk, Front | Read context, update tickets, apply tags, escalate with a summary |
| CRM | Salesforce, HubSpot, Dynamics | Pull account history, log interactions, update fields |
| Commerce | Shopify, WooCommerce, Magento, custom | Order lookup, address changes, returns, refund status |
| Payments & billing | Stripe, Adyen, in-house ledgers | Invoice queries, payment retries, subscription changes |
| Internal APIs | REST, GraphQL, gRPC, webhooks | Any scoped action you expose as a tool |
| Identity & access | SSO, OAuth 2.0, API keys, mTLS | Verified customer identity before account-level actions |
Least privilege
Service accounts are scoped to exactly the actions the agent needs, and every call is logged.
Identity first
Account-level actions require verified identity, so the agent cannot be talked into acting on someone else's account.
Graceful degradation
If an upstream system is unavailable, the agent says so and hands off rather than guessing.
04 — Capability
Human handoff & quality assurance
The measure of a good AI agent is not how rarely it hands off — it is how well the handoff works when it happens.
We design escalation as a first-class path, not a fallback. When confidence drops, sentiment turns negative, a policy exception is needed, or the customer simply asks for a person, the conversation moves to your team with full context attached — transcript, intent, identity status, actions already taken.
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Confidence thresholds
Calibrated against your historical tickets so escalation happens at the point quality actually drops.
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Sentiment & intent routing
Frustrated customers and high-value cases route to the right queue, with priority and skill matching.
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Agent assist
Draft replies and retrieved sources suggested to your human agents in real time, which they accept or edit.
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Automated QA scoring
Every conversation scored against your quality rubric, surfacing coaching opportunities automatically.
05 — Capability
Analytics & deflection
Automation spend has to survive a budget review. We make sure it does, by instrumenting the numbers your finance and support leaders already ask about.
Deflection rate
Contacts resolved without a human, tracked by intent so you can see exactly where automation is earning.
Containment
Conversations that end inside the AI channel versus those that escalate — separated from deflection so neither number flatters the other.
CSAT movement
Customer satisfaction split by AI-handled and human-handled contact, so quality changes are visible immediately.
Cost per contact
Fully loaded cost per contact before and after, modelled with your own wage and volume figures.
06 — Capability
Governance & safety
An AI agent that talks to your customers is a system that can make commitments on your behalf. It needs the controls to match.
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Prompt-injection defences
Input filtering, instruction hierarchy and action allow-lists that hold even when a customer tries to override the agent.
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Data minimisation & redaction
PII masked before it reaches the model where it is not needed, with retention windows you define.
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Full audit trail
Every automated action recorded with the input, the retrieved sources and the decision path — reviewable after the fact.
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Model and deployment choice
We deploy against the model and hosting arrangement that fits your data-residency and procurement requirements.
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Kill switch & rollback
A single control to disable automated action or revert the agent to a previous configuration, without a deployment.
Engagement
How projects are structured
Every engagement starts with a fixed-scope audit. From there, work is delivered in stages you can stop at any point.
Not sure which of these you need?
Most teams do not need all six. Tell us your support volume and where it hurts, and we will tell you honestly where automation will and will not help.