Finish what the contact started.
The customer has asked. The journey has captured it. AI automation completes the case in your systems and tells the customer it is done.
Finish what the contact started.
The customer has asked. The journey has captured it. AI automation completes the case in your systems and tells the customer it is done.
Cases behind the contact
A customer's contact is often the easy part. A refund has to be raised, a complaint case opened and progressed, a payment plan set up in billing, a vulnerability flag applied, a meter reading checked. Each of those is a task for someone in a back office, worked from a queue, days after the customer asked. The customer calls again to chase it. The agent cannot see where it is. The contact that should have been one becomes three.
We take the request the journey has already captured and complete the case automatically: the data checks, the decision rules you set, the update to your systems, and the confirmation back to the customer in the channel they used. AI agents handle the routine cases within the scope you define; anything outside it goes to your team with the case already assembled. Each step is recorded, so the case has a history your team and your regulator can see. We build it alongside your systems through file exchange or API, without waiting on a major internal IT project.
- ✓ContactCustomer messages to ask for a refund on a duplicate payment
- ✓UnderstandIntent recognised: refund request
- ✓VerifyIdentity checked through a personalised link
- ✓DataPayment history checked and the duplicate confirmed
- ✓AssessRefund approved under the rules the client set
- ✓IntegrateRefund raised and the case closed in the client's system
- ✓ContactCustomer told the refund is on its way, in the same channel
- ✓ReportCase history evidenced and reported
- ✓ContactCustomer messages to ask for a refund on a duplicate payment
- ✓UnderstandIntent recognised: refund request
- ✓VerifyIdentity checked through a personalised link
- ✓DataPayment history checked and the duplicate confirmed
- ✓AssessRefund approved under the rules the client set
- ✓IntegrateRefund raised and the case closed in the client's system
- ✓ContactCustomer told the refund is on its way, in the same channel
- ✓ReportCase history evidenced and reported
- ✓ContactCustomer messages to ask for a refund on a duplicate payment
- ✓UnderstandIntent recognised: refund request
- ✓VerifyIdentity checked through a personalised link
- ✓DataPayment history checked and the duplicate confirmed
- ✓AssessRefund approved under the rules the client set
- ✓IntegrateRefund raised and the case closed in the client's system
- ✓ContactCustomer told the refund is on its way, in the same channel
- ✓ReportCase history evidenced and reported
Cases close in minutes rather than days, chase contacts fall, and your team works the exceptions instead of the queue. You measure case completion time and the share of cases closed without a person.
Free discovery, then live in 4-8 weeks from sign-off of the solution design. Then we host, monitor and improve it. See how it works
Billing, CRM and contact-centre platforms, through file exchange or API. No replacement programme.
Ready to take on this problem?
A half-day session on one problem. You leave with a solution design and a target outcome.
Ready to take on this problem?
A half-day session on one problem. You leave with a solution design and a target outcome.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.