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Conversational AI

AI with a human touch

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What is AI powered CX?

Customer Service Automation

AI helps organisations automate routine customer interactions across voice and digital channels, making it easier to provide support at scale. By handling common enquiries, enabling self-service and providing round-the-clock availability, AI reduces pressure on service teams while helping customers get answers faster and more consistently.

Human Augmentation

AI supports employees with instant access to knowledge, guidance and assistance throughout the working day. From summarising conversations and creating content to reducing manual administration, it helps people work more efficiently, make better decisions and focus on higher-value activities.

Automated Insights

AI transforms customer and operational data into meaningful insights that help organisations make smarter decisions. By analysing interactions at scale, identifying trends and highlighting opportunities or risks, AI enables teams to act faster, improve performance and continuously enhance customer and employee experiences.

Understand people, not just keywords

AI techniology can understands intent, context and language variations such as dialect and accent, creating more natural interactions.

Handle routine enquiries

Resolve routine requests such as appointment changes, order updates and FAQs automatically, allowing your advisors to focus on more complex customer needs.

Deliver support around the clock

Provide immediate support outside traditional business hours while maintaining consistent customer experience.

Reduce customer effort

Help customers find the right answer faster by removing queues, transfers and repetitive questions.

Support your advisors

Gather information upfront before passing interactions to your agents, providing context upfront and reducing handling time.

Scale when demand spikes

Handle fluctuations in demand without the need for rapid recruitment or temporary resources.

Accessible, multilingual support

Support multiple languages and ways of interacting, helping make services more accessible to more people.

THE SOLUTIONS

With you throughout your journey

Conversational AI

Conversational AI helps customers and employees get the answers they need through natural interactions across voice, chat and digital channels. Automate routine enquiries, improve self-service and free up your teams to focus on higher-value work.

What it helps you achieve:

Reduced contact centre demand
Improved customer experience
Increased self-service adoption
Faster issue resolution
Lower operational costs

Generative AI

Agentic AI

Who's it for

Designed to help teams work smarter

Customer Experience (CX) AI can benefit organisations of all sizes that handle repetitive customer queries, service requests or transactional interactions.

It's particularly valuable for teams looking to reduce pressure on advisors, improve customer responsiveness, extend service availability or deliver a more connected omnichannel experience.

Whether you're taking thousands of contacts per day or starting your automation journey, CX AI can be deployed incrementally to support measurable business outcomes.

Autosummary

Use AI to capture and summarise interactions (e.g. transcribing calls), creating a reusable knowledge base.

Customer insight

Analyse interactions to identify common patterns and trends, providing data-driven insights for service improvements.

Quality assurance

Automate routine tasks and quality checks for consistency and speed (e.g. automatic form validation or case triage), freeing staff for higher-value work.

Copilot

Provide AI support to front-line advisors (e.g. suggested answers, relevant knowledge articles) during live interactions for faster, more consistent responses.

AI agents

Deploy chatbots or virtual assistants to handle straightforward citizen queries autonomously, always with human oversight for complex or sensitive cases.

Still not sure where to begin?

Many organisations can see the potential of AI but aren't sure where to begin. Deciding where to invest, which use cases will deliver the greatest value and how to build a practical adoption plan can be challenging.

That's where our AI Maturity & Readiness Assessment can help.

We'll work with you to understand your current capabilities, identify the opportunities with the biggest potential impact and assess the technology, data and governance foundations needed for success. Together, we'll prioritise use cases aligned to your business goals and create a realistic roadmap for adoption. Ready to explore what's possible? Let's start the conversation.

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CUSTOMER TESTIMONALS

Trusted by

Route 101 restructured and optimised our Zendesk environment, including macros, triggers, and SLAs, and supported us in adopting copilot and AI to automate and assist repetitive support tasks. This reduced manual effort and improved consistency across the team. As a result, our customer service efficiency increased by nearly 70%, putting us in a much stronger position to scale

Growth & eCommerce Director
Toolden

The elements of AI that are embedded in solutions meant we will be able to advance on our AI roadmap further than we had anticipated.

Contact Centre Director
Carnival

Voice remains a critical channel, where interactions are often urgent and sensitive. The new solution supports both operational efficiency and high-quality customer care, enabling us to maintain the high standards required.

Group Director of Customer Care and Contact Centres
Identicare

Honestly, I wouldn’t have trusted anybody else to look at potential product changes while we were consolidating. Route 101 have been absolutely fantastic from the moment we came on board.

Customer Care Resource
Blackcircles