Customer stories
Case Studies
Named where we are allowed to name them, and specific where we are not.
Each of these includes the number that moved and the thing that went wrong on the way, because a case study without a setback is a brochure.
References available. We will put you in touch with someone who will tell you the truth.
A retail bank, 4.2m customers
Card disputes and transaction queries. 61% of contacts resolved without a human. The first eight weeks were spent almost entirely on the knowledge base, which nobody had budgeted for.
A national utility
Built for the worst day of the year. Handled a 19x volume spike with no queue collapse. The vulnerable-customer routing rule was rewritten three times before we were satisfied.
A medical device manufacturer
Telemetry to booked engineer visit, autonomously. Unplanned downtime down by a third. Integration with the 22-year-old parts system took longer than the agent itself.
A university group, 31,000 students
Applicant questions answered at 2am in eleven languages during clearing. Paid for itself in one intake cycle.
Also in resources
Blog / Insights
Field notes from live deployments, including the ones that went badly.
Read Long-form, practicalGuides & Playbooks
The documents we use internally, lightly edited so they make sense outside the building.
Read Model it yourselfROI & Pricing Calculators
Two calculators. Neither of them asks for your email.
ReadStart with the assessment.
Three to four weeks, a fixed fee, and an answer we are willing to say out loud — including if the answer is no.