The repeat work in support, intake and the back office, done by AI, checked by your team.
Chat agents trained on your documents that answer and act. Intake forms that fill themselves from a conversation. Invoices, IDs and contracts read and posted without a keyboard. Tickets triaged and routed. Every sales call scored against the script. Your people handle the exceptions and the judgement calls; the system handles the volume.
The same ten questions, a thousand times.
Every operations team has a pile of work that is important, repetitive and unrewarding: the questions that make up most of the inbox, the intake details that get typed twice, the invoice that has to be read before it can be posted, the call recording nobody has time to review. It is the work that pulls skilled people away from the exceptions only they can handle, and it grows faster than headcount.
AI customer operations takes the volume and leaves the judgement. The system answers what it knows, acts where it is allowed to, extracts what needs extracting, and escalates the rest to a person with the full context attached. Nothing is hidden: every action is logged, every answer cites its source, and your team can correct the system when it is wrong.
What is included.
- AI chat agents that act. Trained on your docs, policies, products and prior tickets; deployed on the web, WhatsApp, Slack and Teams; able to book, refund, escalate and update the CRM, with tone and refusal rules tuned to your brand. AI chatbots workshop →
- Intake and FAQ deflection. Candidates, patients, guests or clients answer the questions once, in conversation, and the record is filled in behind them.
- Document processing. Invoices, IDs, contracts and forms read, extracted and posted to the ledger, the ATS or the CRM, with the exceptions flagged for a human. Computer vision workshop →
- Ticket triage and routing. Every incoming request categorised, prioritised and routed, with a drafted first reply waiting for approval.
- Call quality and script compliance. Every recorded call transcribed, scored against your script, and the blunders and highlights surfaced on a dashboard, so coaching runs on evidence instead of a handful of listened-to calls.
- Exceptions, flagged. Duplicate hours, missing approvals, rate mismatches, off-spec items and unusual activity caught before they reach an invoice or a customer. Anomaly detection workshop →
- Human escalation with context. When a conversation needs a person, the person gets the summary, the history and the suggested next step, not a cold transfer.
Built on.
- Claude
- GPT
- LangGraph
- Pinecone
- AssemblyAI
- Twilio
- WhatsApp Business
- Slack
- Microsoft Teams
- Zendesk
- HubSpot
Every system ships with evals, guardrails and monitoring, so you can see what it did and why, and deployment is cloud, hybrid or on-premise depending on where your data is allowed to live.
Every sales call scored against the script, with the evidence timestamped.
A three-pass AI pipeline reads every recorded call, grades it against the team's sales script, flags blunders with timestamps and puts it on a manager dashboard.
Read the case study →- Systems
- Call QA and coaching
- Passes
- 3 per call, 17 call types
- Built with
- AssemblyAI, Claude, Postgres, React
Where it pays back first.
Sales teams with recorded calls
Every call graded against the script the same day, blunders with timestamps, highlights for the training library, and a fair scoreboard across agents.
Accounting and bookkeeping firms
Client documents filed the moment they arrive, invoices read and coded, the recurring client questions answered without opening a PDF.
Staffing, HR and outsourcing
Applicant pre-screening in one conversation, onboarding documents chased automatically, employee policy questions answered from your handbook.
Hotels and hospitality
Guest questions answered in the guest's language at 3 a.m., requests routed to the right desk, reviews read and drafted for reply before breakfast service.
E-commerce and retail
Order status, returns, sizing and shipping handled at scale, escalated to a person with the full context when the edge case appears.
Clinics and practices
Intake collected before the visit, refill and appointment requests triaged, post-visit follow-up handled with care for regulated data.
How a build runs.
- Sit with the team (week 1). We map the requests, the documents, the tickets and the escalation rules as they actually happen today. The output is a written spec and a fixed-fee quote.
- Ground the system (weeks 1–3). Your documents, policies and history become the knowledge base; the actions the system may take are wired and permissioned.
- Run it beside the humans (weeks 3–8). The system answers and drafts while your team approves. Every correction makes it sharper. Nothing goes fully autonomous until the evals say it should.
- Hand over or keep tending. Documented handover to your team, or a monthly partnership where we monitor, evaluate and extend. Founding clients get the first working slice free, on their own data.
Frequently asked questions.
How do you stop it making things up?
The system answers from your documents and cites them, refuses what it cannot ground, and is scored on a held-out set of real questions before launch. Anything with money or legal weight goes through a person until the evals prove otherwise.
Can our team correct it?
Yes. Corrections and false-positive reports feed back into the knowledge base and the prompts, and we review them with you.
Where does our data go?
It stays in your environment where the design requires it: cloud, hybrid or on-premise. Models are chosen per workload and can be swapped without rebuilding the system.
What does it cost?
A written, fixed-fee quote within a week of the strategy call. For founding clients the first working slice is free.
Take the volume off your team's desk.
A 30-minute strategy call with a principal engineer. We map the work, scope the system and quote it in writing within a week.
Book a strategy call →