Customer communications. Triaged, routed, and responded automatically.
AI reads, classifies, and routes customer emails and tickets automatically. Routine responses drafted in seconds. SLAs met without manual chasing. Your team focused on the conversations that need them.
Every customer communication, handled intelligently.
From inbox triage to response drafting and SLA follow-up, we automate the routine communication tasks that consume your team's time without adding value.
Intelligent Email Triage
AI reads incoming customer emails, classifies them by type and urgency, and routes them to the correct team or individual. No manual sorting of shared inboxes.
Automated Response Generation
AI drafts responses to routine customer enquiries using your approved tone and content. Agents review and send in seconds rather than composing from scratch.
Ticket Creation and Routing
Customer emails and web form submissions are automatically converted into tickets, categorised, prioritised, and assigned to the right team without manual intervention.
SLA-Driven Follow-Up Automation
Automated follow-up emails sent at defined intervals for open tickets. Customers kept informed without agents manually tracking and chasing every open case.
Sentiment Detection and Escalation
AI detects negative sentiment in customer communications and automatically escalates to a senior agent or manager before the situation deteriorates.
Communication Analytics and Reporting
Track response times, resolution rates, sentiment trends, and volume by category. Identify the most common customer issues and the teams handling them most effectively.
From inbox audit to automated communications.
Communication Audit
We analyse your current customer communication volumes, types, response times, and the manual effort involved in managing your shared inboxes and ticket queues.
Classification Taxonomy Design
We define the categories, priorities, and routing rules the AI will use to classify incoming communications. Built around your actual customer enquiry types.
AI Model Training
The AI classification and response model is trained on a sample of your real customer communications to ensure it understands your specific terminology and context.
Integration and Workflow Build
We integrate the AI with your email platform, ticketing system, and CRM. Automated workflows are built for routing, response drafting, and follow-up scheduling.
Agent Training and Handover
Your customer-facing team is trained on the new workflow, including how to review AI-drafted responses, handle escalations, and manage exceptions.
Performance Monitoring
Monthly reporting on response times, AI accuracy, customer satisfaction scores, and volume trends. Continuous improvement of classification rules and response templates.
AI communications for UK businesses.
Property Management Company
A property management firm received 400 tenant emails per week, triaged manually by two administrators who spent their entire working day sorting and forwarding messages.
AI triage handles 85% of emails without human sorting. Administrator time freed for higher-value tasks. Average response time reduced from 48 hours to under 4 hours.
Financial Services Provider
A financial services firm struggled to respond to customer account enquiries within their 24-hour SLA target, with agents spending 40% of their time composing routine responses.
AI-drafted responses for 60% of routine enquiries. Agent composition time reduced by 65%. SLA compliance improved from 72% to 96% within six weeks of go-live.
Field Service Business
A field service company received job requests, complaints, and general enquiries in a single shared inbox, with no prioritisation and frequent SLA breaches on urgent jobs.
AI classification separates urgent job requests from general enquiries automatically. Urgent jobs now acknowledged within 15 minutes. SLA breach rate reduced by 80%.
Ready to automate your customer communications?
Book a free communications review. We will analyse your current inbox volumes, response times, and SLA performance, then give you a clear plan for AI-powered automation with realistic timelines and costs.