AI and automation
AI and automation, built in and bespoke
Much of the automation businesses ask for is already available in modern phone and messaging platforms. Where it is not, we design bespoke workflows that connect your communications to the systems you already use, so routine work happens without manual effort.
✓ Built-in platform features ✓ Bespoke workflows and integrations ✓ Designed with UK GDPR in mind
Built in
Automation already in the platforms we supply
These features are configured as part of a phone system or messaging installation, with no development work required.
Automated call routing
IVR menus, time-of-day and holiday schedules, and overflow rules route callers without a receptionist intervening.
CRM integration
Caller records appear as calls arrive, and calls are logged against the customer automatically.
Voicemail to email
Voicemails delivered to email so messages are picked up promptly, wherever staff are working.
Messaging automation
Automatic replies and routing for SMS, WhatsApp and web chat, including out-of-hours responses.
Scheduled reporting
Call and queue reports produced and emailed on a schedule, with alerts when thresholds are exceeded.
AI-assisted features
Features such as call transcription and summaries, where the platform you use supports them.
Bespoke
Automation designed around your processes
Where a requirement goes beyond standard features, we scope and build it with you.
Workflow automation
Phone system and messaging events connected to your CRM, helpdesk or Microsoft 365, for example creating a ticket from a missed call.
AI assistants and chat
Web chat that answers routine questions and passes conversations to a member of staff when needed.
Custom integrations
Connections between your communications and line-of-business systems, built on the platforms’ published APIs.
Data and reporting
Call and message data combined with your business data, so the reports reflect how you actually measure performance.
| Built in | Bespoke | |
|---|---|---|
| Examples | IVR, CRM pop-ups, voicemail to email, auto-replies | Ticket creation, AI chat, custom integrations |
| Lead time | Configured during installation | Scoped and agreed as a project |
| Cost | Usually included or a licence option | Quoted after scoping |
| Changes | Adjusted by our engineers on request | Maintained under an agreed support arrangement |
Process
How a bespoke project runs
Discover
The process and its pain points described
Scope
Requirements, data and costs agreed
Build
Workflow developed and connected
Test
Checked with real scenarios before go-live
Support
Monitored and adjusted as needs change
Engineer’s note
Using AI responsibly
Any automation that handles customer information is designed with UK GDPR in mind. We agree what data is processed and where, keep a person available to take over a conversation, and document how the system behaves so your team can explain it to customers.
FAQs
Frequently asked questions
Will automation replace our receptionist?
No. It handles routine calls and messages so your staff can concentrate on the conversations that need a person.
Do we need a new phone system?
Often not. Many built-in features can be enabled on your current platform. We will confirm what is possible before recommending any change.
Is our customer data safe?
Data is processed only for the purpose agreed, on platforms that meet UK data protection requirements, and access is restricted to those who need it.
What do we need to get started?
A description of the process you would like to automate and the systems involved. We will advise whether it can be done with built-in features or needs a bespoke workflow.
Discuss an automation idea
Describe the task you would like to automate, and we will advise on the most practical way to do it.
Contact
Discuss an automation idea
Tell us about the process you would like to automate and the systems you use. An engineer will reply, usually within one working day.
Unit 5, Acorn Business Park, 5 Northarbour Road, Cosham, Portsmouth PO6 3TH
Monday to Friday, 09:00 to 17:15
Out-of-hours support by arrangement