Answering every enquiry, at any hour
Engagement collapses in the gap between a customer asking and someone answering. When that gap is measured in days, most people have already gone elsewhere by the time a reply arrives.
// engagement
- Sector
- Service business with high enquiry volume
- Services
- Conversational AICustomer portalWorkflow automation
- Headline result
- 10x in client engagement rate
// the challenge
What was in the way
Enquiries arrived across several channels and were triaged by hand, so response times varied from minutes to days.
Common questions consumed the team's capacity, leaving the genuinely complex cases waiting behind them.
Anything arriving outside business hours waited until the next morning at the earliest.
// the approach
How we worked it
Most enquiry volume is a small set of repeated questions. Handling those automatically frees the team for the cases that actually need judgement, rather than replacing the team.
Responses are drawn from the organisation's own documentation and records, so what a customer is told matches what is true. A general model guessing is worse than no answer.
When something falls outside what the system should answer, it hands over to a person with the full conversation attached — so the customer never repeats themselves.
Resolution rate, escalation rate and where conversations fail are tracked from day one, because an assistant that quietly answers badly is worse than none.
// results
What changed
// services used
The work behind it
// more work