Create customer experiences that scale

Automating customer experience workflows helps organisations serve customers faster, reduce friction and improve efficiency, all while lowering the cost to serve.

Talk to us

OVERVIEW

What is customer experience automation?

Customer experience (CX) automation can take many forms, from answering simple questions and triaging enquiries to fully automating end-to-end customer journeys.

Whether through self-service, conversational AI or intelligent workflows, CX automation helps customers get what they need faster while reducing the effort required from your employees. It connects people, processes and technology to create more efficient, consistent and scalable customer experiences.

Empower your customers

Customers can resolve issues quickly through self-service digital journeys, with automation ensuring requests are actioned without queuing.

Resolve simple queries instantly

81% of customers try to solve problems independently (Harvard Business Review). With automated FAQs and triage, organisations can reduce contact volumes, improve response times and help customers find answers in their preferred channels.

Simplify service delivery

Automate repetitive tasks and customer journeys to reduce effort, improve accuracy and speed up resolution.

AI automation with a human feel

Conversational AI lets customers explain what they need naturally using voice or chat, and resolves queries faster with automation and intelligent routing.

Proactive customer service

Outbound automation proactively delivers the right information at the right time, helping customers resolve issues before they need to get in touch.

The best of voice and digital

Combine voice, digital journeys and AI to create intuitive experiences where customers simply explain what they need and are guided to an outcome.

Who is it for

Designed for organisations looking to do more with less

CX Automation helps organisations improve efficiency, reduce customer effort and remove unnecessary manual work. Whether you're handling high contact volumes, looking to scale customer service operations or improving employee productivity, reacting to seasonable deamands, then automation can help deliver faster, more consistent experiences for both customers and teams.

Long wait times

Automatically answer common questions, route enquiries intelligently and resolve simple requests faster.

High contact volumes

Reduce routine contacts through self-service, AI and automated workflows, freeing advisors to focus on more complex conversations.

Repetitive manual tasks

Automate activities such as triage, follow-ups, categorisation and administrative work.

Inconsistent customer experiences

Deliver accurate, consistent responses across channels and touchpoints.

High customer effort

Help customers find answers, complete tasks and move between channels without repeating themselves.

Rising operating costs

Improve productivity, reduce avoidable contact and scale services more efficiently.

Reactive service models

Identify customer signals and trigger proactive engagement before issues arise.

Siloed customer journeys

Connect systems, channels and data to create seamless experiences across voice, messaging, email, web and mobile.

100 %

Projects done

£ 2645

Budget saved

4598

Users connected

> 40 k

Agents

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

We received excellent support from Route 101. Our Project Manager did a fantastic job of coordinating all teams. Our Implementation Consultant was also extremely supportive, helping bridge the gap between complex technical jargon with terms and explanations that were easy to understand.

Business Analyst
Riverford Organic