Business functions
Customer Service & Contact Centre
Self-service where it genuinely helps, and better tooling behind the agents where it does not.
Where it hurts
The week these teams actually have, in their own words. If two of these are yours, the rest of this page is about you.
Avoidable contacts
Volume created by a broken upstream process.
Agent context switching
Five systems open to answer one question.
Inconsistent answers
Because the knowledge lives in people, not in the workflow.
Our work
Accounting & Bookkeeping1secure portal: details, ID and case chatClient Onboarding Portal with Dataverse for a UK Accountancy FirmChartered accountancy firm · London · serving high-net-worth clientsRead the case
Retail Customer Service5request types automatedEmail Triage and Agent-Assist Automation for a Car Rental CompanyCar rental · Europe · multi-billion-euro rental group, hundreds of thousands of vehiclesRead the case
Retail Customer Service1dedicated mailbox as the triggerAutomated In-Flight Wifi Refund Processing for a UK Airline GroupAirline group · United Kingdom · dedicated mailbox for in-flight wifi refundsRead the case
What the work runs on
The products these engagements were built on, most used first.
Ways to start here
Fixed-scope engagements we have run against exactly this kind of problem.
From the practice
6 min read
Agentic AI
When not to use an AI agent
If the rules fit on one page and never change, an agent is an expensive way to run an if-statement.
5 min read
Agentic AI
The hidden cost of the human handoff
Every automation routes its hard cases to a person. How that handoff is designed decides whether the saving is real or just relocated.
7 min read
Automation strategy
Your automation backlog is a list of opinions
Most backlogs rank candidates by who asked loudest. Event logs rank them by what they cost.
7 min read
Technology transformation
You do not need to replace the system to fix the process
Most of the pain attributed to a legacy platform is actually in the gaps between platforms, and gaps are far cheaper to close than cores are to replace.
How we see it
Contact centre automation, self-service portals and journey work. The goal is fewer contacts about things that should never have generated a contact, not a deflection metric.
Talk to us
Bring us one Customer Service & Contact Centre process and we will tell you what it would take.
Not a proposal: a read on whether the thing you have in mind is worth automating at all, what it costs, and where it usually goes wrong in this function.
4 case studies