01 / Enquiries & conversations
Every question.
A next step.
A shared AI chat tool that answers from business knowledge, captures enquiries and hands conversations to people.
Explore the project (opens in a new tab)The work & value02Potential at a glance
Released hours / month
Monthly capacity value
12-month value after costs
Capacity-value payback
03Challenge & solution
Every detail.
One business goal.
The same questions arrive while teams are busy serving customers. An assistant needs useful business context and a clear route to human support.
A conversation becomes something the team can act on: an enquiry, a booking request or a contextual handover.
- 01
An approved source of answers
The knowledge workflow brings FAQs, categories and documents into a maintained source. Tone and operating rules sit beside the content, giving the business control over what an answer should contain.
- 02
A useful route out of the chat
The experience connects questions with contact capture and appointment choices. The design centres the next useful action, while customer context travels into the shared record.
- 03
Human judgement with the context intact
The engagement view distinguishes conversations that need attention. Handover keeps the existing thread available, so the team can continue the discussion instead of asking the customer to repeat it.
- 04
Conversation design
Define useful questions, fallback behaviour and the next action.
04Business value
Modelled impact.
Released capacity
70hReleased hours / month
Human handling time
58.3% lessMinutes per task
Capacity value
£1,570Monthly model
The operating journey
144Booking requests
Capacity value / investment
242.5%12-month model
Time allocation
58.3%Released capacity
- Released time58.3%
- Remaining handling41.7%
Value after all modelled costs
£13,340Initial investment included
05The experience
From ask
to hand over.
A conversation becomes something the team can act on: an enquiry, a booking request or a contextual handover.
Conversation design
Define useful questions, fallback behaviour and the next action.
Product architecture
Connect the conversation with customer records and booking context.
Operational validation
Review the knowledge, escalation rules and missed-enquiry signals.
06The connected journey
From first intent
to useful action.
01Ask
A customer starts with a service question.
02Ground
Approved business information supplies the context.
03Act
Capture intent and offer the relevant next step.
04Hand over
A named person handles decisions that need judgement.
07Technology & expertise
Built to
keep improving.
Product UX
An experience shaped around the user.
Business context
Information the team can maintain.
Connected workflows
People, records and the next action.
Measurement
Useful signals with clear definitions.
Human oversight
Review, ownership and operational judgement.
Business knowledge
Manage FAQs and documents that ground the assistant in the business and its services.
Personality & behaviour
Configure tone, goals and conversation rules for each brand.
Booking conversations
Surface services and availability within the conversation, with a route to book.
Lead capture
Turn contact details shared in chat into a customer enquiry with its context.
Human takeover
An engagement inbox lets the team review, reply and take over a conversation.
Conversation insight
Review the enquiry funnel, entry pages and conversation history to improve answers.
Watch the product walkthrough
08Let's do this
What could we
build for you?
Bring us the business challenge. We’ll connect the strategy, experience and working product around it.