Customer experience with AI
Give customers fast answers, relevant offers and journeys that just work – with AI assistants grounded in your knowledge, personalisation that respects consent and apps that are a pleasure to use. We release in small steps and measure conversions and support outcomes after each one.
Customers expect answers, not menus
Customers now ask questions in plain language and expect accurate, personal answers in seconds – on your site, in your app or through their own AI assistant. Meeting that takes design, data and AI working together.
of common customer service issues will be resolved by agentic AI without human intervention by 2029, Gartner predicts – cutting operational costs by 30%.
Source: Gartner, March 2025
- BeforeFAQ pages and ticket queuesNowAssistants that answer from your knowledge and hand over to people
- BeforeThe same offer for everyoneNowPersonalisation based on consented data
- BeforeOnly visible in search resultsNowFound and cited in AI answers too
Self-service, AI agent or a person: who should handle what?
Good service uses all three and hands over smoothly between them.
| Who handles it | Typical requests | Hand over or escalate when |
|---|---|---|
| Self-service and search | Simple, frequent questions | The answer isn’t found |
| AI assistant or agent | Routine requests such as order status, bookings and account changes | The customer is upset, the request is complex or the stakes are high |
| A person, supported by AI | Complex, sensitive or high-value cases | A policy exception or a manager’s approval is needed |
What this solution covers
This solution combines capabilities from 5 of our services with what is specific to this challenge. Use it whole, or start with one capability.
Journey analytics & personalisation
See where customers drop off and personalise offers, content and recommendations using data they have agreed you can use.
From across our services
Each capability is run by the team that owns it and explained in full on its own service page.
How a typical project runs
- 01
Understand
Journeys, drop-off points and what customers ask most.
- 02
Design
Prototypes of the new journey and assistant, tested with customers.
- 03
Build
Features released in small steps, on your current platform where possible.
- 04
Measure
Conversions, support load and satisfaction, before and after.
Selected client work
“A great team, incredibly hard working, and they delivered everything we wanted quickly and professionally. The end product was delivered early and was of very high quality.”
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Read the articleFrequently asked questions
How can AI improve customer experience?
By answering questions instantly from your own knowledge, personalising offers and content, and removing friction such as real-time availability and self-service booking – K & L Homes customers can now see and reserve home lots online in real time.
Will an AI assistant give our customers wrong answers?
We ground answers in your approved content, show sources, test against real questions before launch and hand over to a person when the assistant is unsure. Quality is monitored after launch.
Can you improve our existing website without a rebuild?
Yes. We add focused interactive features and front-end improvements, as we did for Utility Rentals and Tregi Pharm, without replacing the whole platform.
Do you measure the impact?
Yes. We agree the measures up front – usually conversions, support load and satisfaction – and compare them before and after each release.