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Case study · Service business

Implementing a voice AI assistant for a service business

A voice AI assistant was designed and implemented around common customer enquiries, approved business knowledge and a clear path to human follow-up. The assistant is complete and working.

Project view

01

The challenge

The business needed a more reliable way to handle routine enquiries without losing the context, judgement and human follow-up customers sometimes need.

02

What we did

Mapped the enquiry workflow, defined what the assistant could and could not handle, structured the approved knowledge it could use and designed escalation and follow-up.

03

The shift

A working voice AI assistant for routine customer enquiries

The situation

The challenge

The business needed a more reliable way to handle routine enquiries without losing the context, judgement and human follow-up customers sometimes need.

The response

What we did

Mapped the enquiry workflow, defined what the assistant could and could not handle, structured the approved knowledge it could use and designed escalation and follow-up.

The customer-service workflow was mapped, the assistant configured around approved business knowledge and clear handling boundaries, and human follow-up built into the process. The implementation is complete and working.

The shift

What changed or became possible

  1. 01

    A working voice AI assistant for routine customer enquiries

  2. 02

    Clear boundaries for what the assistant can handle and when a person steps in

  3. 03

    Approved business knowledge structured for consistent responses and follow-up

Work included

  • Voice AI
  • Workflow design
  • Knowledge, governance and testing

Connected offer

The offer connected to this case study

AI Implementation

Start with one business problem, workflow or agent. We work out the right approach, structure the information and controls it needs, use your existing systems where practical, bring in specialist partners if needed, and guide the work through setup, testing and handover.

A practical solution that works in the real business, connects to the right systems, has been properly tested and can be confidently owned by the team.

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Your business

What could AI change in your business?

Start with a conversation. We will look at what is happening now, where AI could create real value and what the best first move might be.

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