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Customer support, with AI. A 30-day pilot you can measure.

Pilot ticket summaries or reply drafts from the current case and approved knowledge, with refunds, legal, security and outage claims escalated before the customer sees them.

What the AI prepares

What the model drafts in a customer support pilot, and where a person steps in.

  • Handoff summaries

    Ticket threads become handoff summaries with issue, fixes, risk and next action.

  • Reply drafts

    Reply drafts use only the approved knowledge base, product notes or contract wording.

  • Escalation checks

    Escalation triggers are checked before reply: refund, legal, security, outage, VIP or repeated failure.

  • Knowledge gaps

    Knowledge-base gaps are logged when the model cannot answer from approved material.

Good replies keep customers

Customers who rate service 9 or 10 are far more likely to stay and recommend than those who give an 8. Better first replies are worth measuring.

Would recommend the organisation
  • Rated service 9 or 1094.8%
  • Rated service 854.3%
Will stay a customer
  • Rated service 9 or 1097%
  • Rated service 865.8%
Source: UK Customer Satisfaction Index, July 2026 (opens in a new tab), Institute of Customer Service, July 2026. UK consumers.

UK satisfaction is creeping up

The UK Customer Satisfaction Index reached 78.3 out of 100 in July 2026, the highest of the six readings shown, but the gain has slowed.

UK Customer Satisfaction Index, out of 100
  • 76.0Jan 2024
  • 75.8Jul 2024
  • 76.1Jan 2025
  • 77.3Jul 2025
  • 78.2Jan 2026
  • 78.3Jul 2026
Source: UK Customer Satisfaction Index, January 2024 to July 2026 (opens in a new tab), Institute of Customer Service, July 2026. UK consumers, about 59,000 responses per edition.

Mature AI support teams see bigger gains

62% of support teams told a vendor survey that their metrics improved after adding AI, rising to 87% where AI is well embedded.

Support teams reporting each result
  • Metrics improved, all teams using AI62%
  • Metrics improved, teams with mature AI87%
  • Less time on support volume, all teams16%
  • Less time on support volume, mature AI28%
Source: 2026 Customer Service Transformation Report (opens in a new tab), Intercom (vendor survey), January 2026. More than 2,400 customer service professionals worldwide.

Start with one clear decision

The two-week diagnostic ends with build, pause, clean up first or do nothing, for this workflow.

See the rollout diagnostic

How the pilot runs

Track reply quality, first useful response time, missed escalations, time spent re-reading handed-over tickets and knowledge-base gaps.

  1. 01

    What goes in

    Ticket, approved knowledge base, product note and escalation rules.

  2. 02

    What comes out

    Reply draft, handoff summary and escalation check.

  3. 03

    Who checks it

    Support lead or agent.

  4. 04

    Never without approval

    Refunds, legal wording, incidents, security claims or pricing exceptions.

Common questions

Can the AI act on its own?

No. It prepares drafts and checks. A person signs off before any of this happens: refunds, legal wording, incidents, security claims or pricing exceptions.

What does it cost to start?

The AI Rollout Diagnostic is £1,500 fixed and takes two weeks. You get a clear answer for this workflow: build, pause, clean up first or do nothing.

How do we know it worked?

Track reply quality, first useful response time, missed escalations, time spent re-reading handed-over tickets and knowledge-base gaps. The pilot is kept only if those numbers improve.

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