Digital Service Automation

AI that works for you (and your customers)

End-to-end case resolution of your common repetitive journeys without human intervention.

Manage surging volumes without worrying about hiring new agents by automating resolutions for your support tickets.

Resolutions are seamlessly enabled via APIs to your own back-end systems - drawing information and actions from these systems to resolve support tickets at speed. Connect with your customer service console and CRM to extract data, then train a neural network on your own historical customer service transcripts.

The AI can recognise how to resolve queries, from tagging and routing cases, to understanding the best answer in context.

Better customer and agent experiences

AI-driven conversational process automation to handle repetitive, straightforward tasks

Whilst your customers enjoy quicker responses and resolutions, your agents are free to focus on the more high-level, complex customer service. Unlock your service team's full potential, and enjoy happier, more productive and proactive agents.

Intelligent Automation for more efficient experiences

A combination of AI and RPA - systems that are great alone, but remarkable together. Combining both intelligent and process-driven automation systems drives significant efficiencies.

Future-proof process automation

Flow Builder functionality enables a drag and drop process mapping tool so you can construct new ticket resolutions with ease.
Connect your incoming customer conversations with processes by constructing, visualising, and continuously improving your customer journeys.
Test new actions and see their outcomes to optimise your interaction handling.
Detailed analytics make tracking resolution rates simple. Easily see how many cases are being resolved, how many are partial, how many are end-to-end, and how much money is being saved. With a real-time health check of your implementation, you can unlock the insights needed to improve your resolutions and delight your customers.

What Our Contact Centre Customers Are Saying...

Leading Energy Provider Takes Customer Service to the Next Level with Omnichannel Customer Experience

See how Shell Energy’s 1,400 agents used our platforms to reduce AHT by 50% and save £2 million in annualised operational costs.

Energy Disruptor Launches Omnichannel Service in a Digital-First Environment

Social Energy needed a customer service platform which would enable them to scale quickly help them deal with complex queries across multiple channels.

Leading Retailer Improves Contact Centre Health and Achieves 10% Efficiency Savings

Holland & Barrett’s omnichannel service platform allowed them to handle a 500% increase in contact volume and launch a dedicated HR line for staff in <72 hours.

Health & Leisure Organisation Implements Cloud Contact Centre Technology to Support Flexible Working, Improve Stability & Increase Flexibility

See how moving to the cloud meant Nuffield Health’s 630 agents could deliver a high level of service and customer experience.

Registered Charity Move Their Interactions Handling to the Cloud - Whilst Empowering Advisors to Work Remotely

See how moving to the cloud meant Teign Housing's advisors could get a handle on multiple interaction channels.

UK Tourist Attraction Optimises The Help Centre and Transforms Customer Interactions

Longleat Enterprises get the most from Zendesk platform and introduce new self-service capabilities to manage demand.

Global Luxury Hospitality and Leisure Company Leverages Best-in-Class Platforms to Unify CRM and Contact Centre and Empower Personalised Customer Service

Belmond prioritises intelligent interaction routing and increased data insights with NICE CXone – implemented by Route 101.

E-commerce business uses ai-powered automation to resolve 2,000 tickets per week

musicMagpie uses Zendesk and DigitalGenius to manage inbound contact and halve resolution times.

BPO uses cloud contact centre software to double capacity during the pandemic

Teleperformance UK Group worked with Route 101 to implement NICE CXone - enabling the business to scale at speed and meet unprecedented levels of inbound demand.

Utilities Company Take the Next Step in their Service Journey, Delivering a Continuous Omnichannel Experience with Uninterrupted Operation

Route 101 help Wales & West Utilities take the next step in their service journey, deploying Lifesize CxEngage and Key IVR to deliver a continuous omnichannel experience with uninterrupted operation.

Equipment Rental Group Power Omnichannel Service in the Cloud with Route 101

Brandon Hire Station boost sales and CSAT with Route 101 and partners.

Online makeup and skincare retailer and subscription service fully automates 40% of its transactional queries

Beauty Pie work with Route 101 and Digital Genius to automate its operations.

Route 101 helps a rewards club to rebrand and relaunch the customer service estate with Zendesk

Learn how Virgin Red revamped the existing Zendesk platform to fully optimise its help centre and provide customers with self-serve capabilities.

UK’s automotive contact centre transforms technology set-up to drive operational improvements

Route 101 empowers Mitsubishi Motors UK to optimise its Zendesk instance and equips its team with expertise to manage and grow the platform.

Route 101 helps an events and exhibition venue to future-proof its customer services before a major international event

Route 101 supports ACC Liverpool in implementing Zendesk to allow its team connect more effectively with customers and serve across multiple channels.

Government agency streamlines its casework management and maximises efficiency with Route 101's help

Route 101 implements Zendesk Suite Enterprise for efficient and automated management of customer service enquiries at PINS.

A leading national supplier of rental equipment elevates its customer service with a bespoke omnichannel solution

Learn how MEP Hire worked with Route 101 to improve hire desk user experience, efficiency, and productivity.

See More Customer Stories

Agent Guided Automation

Alongside full end-to-end automation, there's also an option for Guided Automation, to provide step-by-step resolution guidance directly on an agent's screen.

Boost agent capacity by up to 30%

With a selection of suggested actions and responses displayed within the agent dashboard, your service teams can reach resolutions in the most efficient manner.

Boost revenue and retention rates

Take your customer service beyond resolution of the customer query. Guide agents to continue customer interactions - all within the same interface.

Ultimate confidence

In cases where full automation may not be appropriate, Guided Automation can incorporate an agent approval workflow before any communication is sent to an end user.