Services > Artificial intelligence > Customer support
AI-enabled customer support
Complex and confusing customer journeys cost you time and money. Every unnecessary step, every complicated form, every user who gives up halfway through is a missed opportunity. We use AI to streamline those journeys for your customers, reducing drop off, cutting support queries, improving quality and getting users to the right outcome faster.
We focus on practical applications that complement your existing teams. From AI enhanced search that understands what your customers are actually looking for, to automated analysis of customer feedback at scale, our solutions handle the volume so your teams can focus on the interactions that matter.
How we’ve used AI for customer support
App store review analysis
We built our first Natural Language Processing (NLP) platform in 2017, years before AI hit the mainstream. This proprietary AI-powered app review optimisation software has analysed, categorised and actioned user reviews at scale for leading brands including McDonald's, Jet2, EE and Discovery Channel.
The platform automates the entire review management process by identifying and submitting invalid reviews for removal, coordinating review responses and highlighting the app improvements that will have the greatest impact, such as recurring bugs, missing features and issues with new releases.
Capable of analysing thousands of app reviews in minutes, the platform replaces hours of manual effort and helps clients significantly improve App Store ratings and search rankings, while driving more app downloads and a better customer experience.
AI-powered search
The integration of AI-powered search is changing how website users find answers. Rather than relying on basic keyword matching, AI driven search understands intent and context, surfacing the most relevant results and reducing the steps between question and answer. We are able to seamlessly integrate AI powered search into an existing infrastructure and fine tune it to work with client content architecture and user journeys, providing your customers with cost-effective intelligent answers instantly.