01 Recruitment
High-volume application screening and triage
Reducing unqualified applications by 73% across a large-scale vacancy programme.
A UK-based organisation managing over 350 simultaneous vacancies was receiving between 200 and 350 applications within 24 hours of a single posting. Recruiters were spending weeks manually sifting through applications, and many candidates were progressing 70% through the recruitment process before being identified as unsuitable. A conversational AI screening assistant was deployed to conduct initial candidate conversations across 10 to 15 structured topics, assessing skills, qualifications and role-specific suitability before any recruiter time was committed.
- 73% reduction in unqualified applications reaching the recruitment team
- Recruiters freed from weeks of manual application sifting across high-volume roles
- Unsuitable candidates identified earlier in the process, reducing wasted time for both parties
- Improved recruiter efficiency and shortlist quality at scale
02 Customer operations
Healthcare patient communication and workflow automation
Reducing administrative pressure across appointment management, patient queries and follow-up communications.
A major NHS trust faced mounting administrative pressure from appointment scheduling, patient queries and post-treatment follow-up. An AI-driven patient engagement system was deployed, integrating with multiple NHS systems and ERPs to automate appointment reminders, pre- and post-treatment guidance and patient Q&A via conversational AI. RPA was used to automate administrative tasks including referral processing and data entry, reducing manual workload and improving operational efficiency across the trust.
- Reduced DNA rate across missed appointments
- Lower administrative workload for clinical and admin staff
- Consistent, timely patient communications across the trust
- Referral processing and data entry automated via RPA integration
03 Customer operations
Defence sector support email elimination
Reducing high-volume repetitive customer enquiries at scale using AI-driven self-service.
A global defence and technology organisation faced a high volume of repetitive customer enquiries consuming significant support team capacity. An AI-driven chatbot was deployed to handle common queries automatically, deflecting demand from the support inbox and reducing manual handling overhead across the team.
- 83.4% reduction in support emails
- 37,864 chatbot interactions with only 477 requiring email follow-up
- Significant reduction in support team workload
- Faster response times for customers across all enquiry types
04 Customer operations
Fortune 100 customer service ticket reduction
Eliminating repetitive support tickets within the first two weeks of deployment.
An international publishing brand within a Fortune 100 organisation needed to reduce the volume of inbound support tickets generated through FAQ, contact and complaints pages. An AI-driven chatbot was deployed to intercept common queries and provide immediate resolution, with live chat functionality during business hours and seamless Salesforce ticket creation for after-hours enquiries.
- 48% reduction in daily service tickets within the first 14 days of deployment
- Inbound support volume significantly reduced across FAQ, contact and complaints pages
- After-hours enquiries handled automatically via Salesforce ticket creation
- Support team workload materially reduced from day one
05 Customer operations
Telecoms digital concierge and service automation
Streamlining high-volume customer service interactions and automating support workflows across a major UK provider.
A major UK telecoms provider needed to reduce manual processing across high-volume customer service interactions. An AI-driven digital concierge was developed to handle automated communications, guide customers through service journeys and resolve common queries through conversational AI. The platform integrated with multiple internal systems supporting appointment management, service updates, guided support journeys and real-time Q&A, with RPA and workflow automation reducing reliance on manual data capture and request routing.
- Significant reduction in manual customer service processing
- Automated appointment management and service update workflows
- Consistent, context-aware customer responses across all touchpoints
- RPA integration reduced manual data capture and routing overhead
06 Customer operations
Local government citizen service automation
Improving operational response handling under resource pressure across UK local authorities.
Multiple UK local councils faced increasing citizen demand with limited staff capacity. AI-driven citizen service platforms were deployed covering waste and recycling, council tax, housing, planning and local business support. One deployment serving a population of over 140,000 automated over 80% of incoming enquiries from a team managing upwards of 9,000 monthly contacts. A second unified automated and live chat support into a single platform enabling agents to manage real-time citizen conversations alongside the AI assistant. A third delivered a fully integrated ecosystem connecting internal ticketing, customer records and knowledge bases with seamless human escalation.
- Over 80% of incoming enquiries automated in one council deployment
- Reduced staff workload across multiple council environments
- Faster, more consistent response times for residents
- Seamless human escalation maintained throughout all deployments
07 Customer operations
University admissions workflow support
Managing high-volume applicant enquiries during the critical clearing period.
A UK university needed to handle short-term spikes in prospective student enquiries during the Clearing admissions period. An AI assistant was deployed to guide users through grade assessment and course selection, pre-qualifying candidates and answering common questions in real time. Over a two-week period the system engaged 917 individuals, handled 240 enquiries and successfully pre-qualified 114 prospective students.
- 917 individuals engaged over a two-week deployment period
- 240 enquiries handled automatically
- 114 prospective students pre-qualified without manual intervention
- Admissions team pressure significantly reduced during peak period
08 Customer operations
Consumer database 24/7 customer service automation
Reducing inbound enquiries and generating out-of-hours revenue through AI-driven self-service.
A DEFRA-compliant consumer database operator was managing a high volume of daily customer enquiries with limited staff availability outside business hours. A 24/7 AI-driven chatbot was deployed to handle common customer queries automatically, reducing pressure on the support team and enabling revenue-generating interactions outside standard operating hours.
- 22% reduction in customer service enquiries within 12 weeks
- 11% increase in out-of-hours revenue post-deployment
- 24/7 automated customer support without additional staffing cost
09 Sales operations
Van leasing AI sales assistant
Generating over 500 autonomous sales and 30,000 warm leads through conversational AI.
The UK's leading van leasing company needed to qualify customers and guide them through complex leasing decisions including credit checks and finance approvals across web and social channels. An AI-driven chatbot named iVan was developed to handle the full qualification and sales journey across multiple platforms including the website and Facebook Messenger, escalating high-intent customers to the sales team at the right moment.
- Over 500 autonomous sales closed directly by the AI assistant
- More than 30,000 warm leads generated for the sales team
- Credit checks and finance approvals handled conversationally
- Sales team focused on high-value, pre-qualified interactions
10 Sales operations
Complex product sales and configuration assistant
Generating £3.1 million in revenue within 10 days through AI-guided product selection.
A UK consumer-facing manufacturer selling a single, technically complex product with multiple configurations needed to convert website interest into sales more effectively. An AI-driven chatbot was embedded on the product page to guide customers through selection based on requirements, location and availability, integrating with live stock data to provide real-time updates and prioritise high-stock items.
- £3.1 million in revenue generated within 10 days of deployment
- Real-time stock integration enabled dynamic product recommendations
- Customers guided from enquiry to purchase without sales team involvement
- High-stock items prioritised automatically to maximise conversion
11 Sales operations
B2B cross-channel lead generation system
Generating over 16,000 leads across a catalogue of 119,000 product variations.
A B2B technology distributor faced a low sales conversion rate despite significant website investment. The challenge was guiding customers through a catalogue of over 119,000 product variations to find the right product for their needs. A bespoke cross-channel AI chatbot was developed to manage product discovery, qualification and enquiry routing, integrating seamlessly with existing systems. The sales team subsequently adopted the chatbot internally to support their own product selection processes.
- Over 16,000 leads generated through the AI assistant
- 119,000 product variations managed conversationally
- Sales team adopted the tool internally, improving their own efficiency
- Conversion rate improved materially from a 2% baseline
12 Recruitment
SMS-based candidate triage via job board API
Compressing application-to-qualified-candidate timelines using SMS automation.
A recruitment agency was losing candidates to competitor processes across high-application-volume roles. An AI pre-screening system integrated directly with their job board via API, intercepting applications in real time the moment a candidate submitted. Within seconds, applicants received a personalised SMS containing a link to a conversational AI bot covering structured screening topics including availability, location, right-to-work status and role-specific qualifications. Triage logic routed qualified candidates directly to the ATS via API in structured format, while unsuitable candidates received an automated response.
- Candidate pipeline velocity materially accelerated from application to recruiter-ready status
- Recruiter time lost to phone-based screening and email chasing significantly reduced
- Shortlist quality improved as recruiters received structured, pre-qualified records rather than raw applications
- Unsuitable candidate communication automated, removing recruiter involvement at the rejection stage
- Cost-per-placement reduced across high-volume roles
13 Sales operations
Automotive vehicle discovery and sales assistant
Improving lead quality and customer engagement across a multi-site dealership network.
A UK automotive dealership group needed to improve how customers discovered, compared and enquired about vehicle stock across their network. An AI-driven vehicle selection assistant was developed to provide real-time integration with live stock data, enabling customers to explore vehicles based on model, price, location, specifications and availability through a conversational interface. The AI interpreted complex multi-variant inventory and translated it into simple, human-friendly recommendations.
- Improved lead quality through better-matched customer-vehicle pairings
- Reduced time for customers to find relevant vehicles from the network
- Live stock integration enabled accurate, real-time availability responses
- Increased enquiry volume from customers who would previously have abandoned the browsing experience
14 Sales operations
B2B technical product and enquiry assistant
Streamlining product selection, enquiry gathering and technical support across two languages.
A B2B technology company needed to streamline how customers selected complex products, submitted enquiries and accessed technical support across English and German-speaking markets. An AI-driven web assistant was developed to integrate with the product database, provide accurate real-time recommendations, answer complex technical queries and guide customers through the enquiry process in both languages.
- Improved response times for product and technical enquiries
- Increased lead capture through guided conversational journeys
- Enhanced user engagement across English and German markets
- Complex product selection simplified without sales team involvement
15 Sales operations
Consumer booking and engagement assistant
Increasing website traffic by 29% and spa bookings by 13% through conversational AI.
A consumer-facing spa discovery platform needed to improve user engagement and drive bookings through a more intuitive discovery experience. An AI-driven Facebook Messenger assistant was developed to act as a 24/7 spa-finding assistant, guiding users through spa options and treatments directly within the messaging interface without requiring them to navigate to an external website.
- 29% increase in website traffic over a six-week period
- 13% increase in spa bookings attributed to the AI assistant
- 24/7 conversational spa discovery without additional staff cost
- Users guided through selection entirely within the messaging platform
16 Workforce operations
Financial education engagement and retention system
Reducing trader churn by 59% and increasing training engagement through conversational AI.
A Forex trading education company was experiencing high churn among new traders who struggled to engage with the platform's training content. An AI-driven chatbot was integrated into the platform and Facebook Messenger to provide timely, contextual educational support to new traders at the moments they were most likely to disengage.
- 59% reduction in trader churn within weeks of deployment
- 17% increase in traffic to training pages
- Timely educational support delivered at moments of highest disengagement risk
- Churn reduction achieved without changes to the underlying course content
17 Workforce operations
Enterprise HR assistant at global scale
Reducing HR inbox traffic by 43% across 100,000 employees in 75 countries.
A global FTSE 100 organisation faced growing HR enquiry volumes across time zones, languages and local policy variations. An AI HR assistant was deployed to provide 24/7 multilingual support, answering routine questions, delivering location-specific policy guidance and routing complex cases to the appropriate HR team. The system served over 100,000 employees across 75 countries, handling the majority of enquiry volume without human involvement.
- 43% reduction in central HR inbox traffic during a three-month proof of concept
- 24/7 support across all time zones without additional HR headcount
- Consistent policy interpretation across 75 countries
- Improved employee satisfaction with HR response times
18 Recruitment
WhatsApp-native candidate pre-screening
Eliminating manual phone screening across high-volume roles via job board integration.
A recruitment agency required 30 to 50 manual pre-screening calls per recruiter per week. An integrated AI-driven pre-screening system directly with their job board via webhook made this go away. The moment a candidate applied, a WhatsApp conversation was initiated automatically, guiding the applicant through structured role-specific questions covering availability, location, right-to-work status, experience and any position-specific requirements. Configurable triage logic routed suitable candidates forward and managed unsuitable applicants automatically.
- 30 to 50 manual pre-screening calls per recruiter per week eliminated
- WhatsApp engagement significantly outperformed phone and email screening approaches
- Candidate drop-off during the screening window materially reduced
- Recruiters engaged only at the point of confirmed candidate suitability
- Structured, pre-qualified records delivered directly into ATS without manual entry
19 Workforce operations
Public sector workforce HR transformation
Modernising HR service delivery across a large distributed emergency services organisation.
A major Scottish public sector organisation needed to transform internal HR support across a large, geographically distributed workforce. An AI-driven HR assistant was deployed to automate high-volume, repetitive HR tasks, providing employees with instant access to accurate answers on queries, policies, entitlements and internal procedures through a conversational interface integrated with existing HR systems. The platform was designed with scalability in mind, aligning with a standardised reusable model for HR service delivery across wider public sector organisations.
- Significant reduction in repetitive HR enquiries handled manually
- 24/7 employee HR support without dependency on central HR teams
- Consistent policy interpretation across thousands of distributed staff
- Reusable model aligned with wider public sector HR service standards
20 Workforce operations
Global enterprise HR assistant with RAG and BYOD support
Connecting a globally distributed workforce with HR services through secure conversational AI.
A global industrial organisation needed to improve HR service accessibility for a widely distributed workforce including remote employees and non-desk-based staff operating under BYOD policies. An AI HR assistant was developed combining secure authentication with retrieval-augmented generation to enable intelligent access to HR policies, documents and internal systems. Employees could ask questions, retrieve and parse documents, receive announcements and interact with services including meeting room booking and calendar management through a single conversational interface. The rollout strategy included digital and physical activation including QR codes, shortcodes and on-site promotional materials.
- Improved HR service accessibility for remote and non-desk staff
- Fragmented offline HR processes replaced with a unified digital experience
- Secure RAG-powered access to thousands of HR policy documents
- Scalable HR support ecosystem across a complex global organisation
21 Workforce operations
Hospitality workforce HR assistant
Delivering 24/7 multilingual HR support across a growing multinational hospitality group.
A multinational hospitality organisation needed to support a rapidly growing workforce across four countries with consistent HR support outside standard working hours, multilingual communication and location-specific policy guidance. An AI-driven HR chatbot was developed and integrated with the HR management system, providing accurate, context-aware responses in English, Dutch and German. The chatbot handled out-of-hours enquiries, policy questions, payroll queries and shift management questions across all locations.
- Approximately 200 employees engaged regularly through the assistant
- Only 13 instances requiring human intervention across a full year of operation
- Out-of-hours HR support delivered without additional staffing cost
- Consistent, location-specific responses across four countries and three languages
22 Workforce operations
Hospitality HR app integration and employee self-service
Reducing HR workload and improving employee experience across a major restaurant group.
A major UK restaurant group integrated an AI-powered HR assistant directly into their employee-facing HR app. The multilingual, 24/7 chatbot automated responses to HR queries, handled routine HR transactions and provided instant access to company policies, payroll details and shift management information. The solution integrated with HR systems to ensure accurate, location-specific answers across multiple countries.
- Reduced HR workload through automated handling of routine queries
- Improved response times for employees across all locations
- Employees empowered with self-service HR access 24/7
- Location-specific policy accuracy maintained through HR system integration
23 Workforce operations
Global pharmaceutical HR chatbot
Streamlining HR operations across a dispersed workforce in over 30 countries.
A global pharmaceutical company needed to provide consistent HR support across a highly dispersed workforce spanning more than 30 countries with varying local policies and languages. A multilingual AI HR chatbot was developed and integrated with the company's HR systems to deliver location-specific, context-aware responses to employee queries, significantly reducing the volume of repetitive enquiries handled by the central HR team.
- Significant reduction in repetitive HR enquiries across all regions
- Consistent, location-specific HR responses across 30+ countries
- Improved HR efficiency and employee satisfaction
- Multilingual support delivered without additional HR headcount
24 Workforce operations
HR policy automation and standardisation
Automating HR policy management across global operations using machine learning.
A global pharmaceutical organisation needed to manage and maintain consistency across hundreds of HR policy documents spanning multiple regions and languages. An AI-powered HR policy automation system was developed using machine learning to enable automated reading, analysis and creation of HR policies. The solution could extract key clauses, detect inconsistencies across documents and assist HR teams in drafting and updating policies efficiently, integrating with existing HR platforms.
- Reduced policy review and update time significantly
- Inconsistencies across regional policy documents automatically detected
- HR teams able to draft and update policies with AI assistance
- Improved compliance consistency across global operations
25 Workforce operations
Multinational enterprise knowledge and policy assistant
Giving employees instant access to thousands of internal policies across multiple countries and languages.
A major multinational construction and infrastructure organisation needed to give a globally distributed workforce instant access to thousands of internal policies, procedures and documents across multiple countries and business units. A RAG architecture was implemented to accurately navigate and respond across thousands of policy documents in multiple languages, integrating directly with enterprise SharePoint repositories for secure ingestion and indexing. The platform enabled employees to query policies in natural language and receive precise, context-aware answers regardless of document format, location or language.
- Significantly improved employee access to critical policy information
- Reduced dependency on HR support teams for routine policy queries
- Consistent policy interpretation across a highly complex multinational organisation
- Secure RAG-powered access across thousands of SharePoint documents in multiple languages
26 Knowledge and compliance
Historical archive digitisation and voice AI
Transforming 160 years of newspaper archives into a searchable, voice-native AI system.
A major media organisation wanted to unlock over 160 years of archived newspaper content and create new digital revenue streams from existing assets. Approximately 700,000 newspaper pages, 14 million paper articles and 12 million online articles totalling 4 billion words were transformed into an AI-driven, voice-native conversational system. The solution integrated with Amazon Alexa and Google Assistant, making historical content accessible through modern voice platforms and conversational interfaces.
- 700,000 newspaper pages and 4 billion words made conversationally accessible
- New revenue streams created from existing archived content
- Integration with Amazon Alexa and Google Assistant
- Historical content preserved and monetised without recreation
27 Knowledge and compliance
Nationwide public library AI concierge
Enabling citizens to search, reserve, borrow and manage library resources across an entire national network.
The National Library Board of Singapore needed to modernise how citizens accessed the national library network, enabling search, reservation, borrowing and management of physical and digital books across the entire public library system. The solution integrated with a complex ecosystem of REST, SOAP and custom APIs, deployed within a secure government AWS environment with strict networking and compliance requirements. The system was available via web, WhatsApp and physical interactive kiosks, with each channel tailored to different user needs.
- AI-driven retrieval across millions of library records across all formats
- Available via web, WhatsApp and physical kiosks across the network
- Improved discoverability and accessibility of public knowledge at a national scale
- Deployed within a secure government AWS environment with full compliance requirements met
28 Knowledge and compliance
NHS compliance onboarding automation
Reducing compliance burden and accelerating market entry for healthtech vendors.
Healthtech companies seeking to sell into the NHS faced a complex, time-consuming compliance process under DTAC requirements. An AI-powered virtual assistant named DTAC Squirrel was developed to automate onboarding, document creation and task management, providing real-time guidance on DTAC requirements with built-in compliance coaching and a dashboard for tracking progress through the compliance journey.
- Faster onboarding cycles for healthtech vendors entering the NHS market
- Reduced compliance burden through automated document creation and task management
- Real-time DTAC compliance guidance and coaching built into the platform
- Improved audit readiness and ongoing regulatory adherence
29 Knowledge and compliance
Client reporting standardisation and churn reduction
Improving client retention and upsell performance through unified reporting across 32 services.
A UK-based digital agency serving over 60,000 small business clients across 32 services was losing clients due to confusing, inconsistent reporting. Different services produced different report formats, making it difficult for clients to understand value and for the sales team to upsell. An AI-driven unified reporting system was developed to standardise data across all services, presenting performance information in clear, plain English. A three-month trial with 5,000 customers produced measurable improvements in retention and sales performance.
- Notable increase in client retention during the three-month trial
- Sales team found it materially easier to upsell services using the simplified reports
- Consistent reporting format applied across all 32 services
- Client confusion reduced significantly through plain English data presentation
30 Knowledge and compliance
RPA and process automation for insurance operations
Saving 950 minutes of human labour daily through robotic process automation.
A UK-based insurance company was manually inputting customer data across eight different services for regulatory checks, consuming significant time from highly trained sales and support staff. A bespoke RPA solution was developed to automate this data input process entirely, freeing staff to focus on complex, high-value work. The success of the initial deployment led the client to identify 54 additional processes suitable for automation.
- 950 minutes of human labour saved daily through automation
- Highly trained staff freed from repetitive data input to focus on high-value work
- 54 additional automation opportunities identified following the initial deployment
- Consistent, error-reduced data handling across eight regulatory check services
31 Operational guidance systems
Large-scale student and applicant decision support
Helping over 7 million users annually navigate more than 6,000 options through conversational AI.
A major US not-for-profit organisation needed to help millions of students annually navigate a highly complex set of options, previously requiring significant manual guidance. An AI-driven recommendation engine was developed, unifying 5.7 million data points from six sources into a centralised database and building a complex algorithm capable of processing up to 170 million combinations to deliver optimal, personalised suggestions through a conversational interface.
- Over 7 million customers assisted annually through the AI system
- 5.7 million data points from six sources unified into a single recommendation engine
- Up to 170 million combinations processed to deliver personalised guidance
- Complex, previously overwhelming process transformed into a conversational experience
32 Operational guidance systems
Pet adoption matching and proactive notification system
Improving adoption outcomes through AI-guided matching and proactive user engagement.
Battersea Cats and Dogs Home needed to improve how prospective adopters navigated the adoption process and stayed engaged between visits. An AI-powered adoption assistant was developed to provide real-time pet availability, guide users through adoption requirements and answer common queries about pet care and rehoming policies. Uniquely, the system operated proactively, sending alerts to registered users when new pets matching their stated preferences became available.
- Increased successful adoption rates through better pet-to-owner matching
- Proactive alerts drove re-engagement from users who had not completed adoption
- Improved response times and user experience throughout the adoption journey
- Common adoption queries automated without volunteer involvement
33 Operational guidance systems
Unpaid carer personalised support and microlearning
Delivering tailored support to 6.5 million unpaid carers through natural language AI.
In partnership with a UK care technology organisation, a bespoke AI chatbot was developed to support the UK's 6.5 million unpaid carers. The chatbot enabled users to describe care conditions in their own words, using advanced natural language processing to interpret free-text input and provide tailored microlearning resources matched to the specific care situation. Since its launch in November 2019 the system has generated 541 care recipient profiles.
- 541 care recipient profiles generated since launch
- Personalised microlearning resources delivered based on free-text condition descriptions
- Complex care needs interpreted through natural language without structured input requirements
- Scalable support delivered to unpaid carers without manual triage
34 Operational guidance systems
High-volume consumer brand engagement campaign
Managing 215 conversation topics at 150 messages per second for a national charity campaign.
A global consumer goods company needed a conversational AI capable of representing a well-known brand character across a high-profile national charity campaign, handling a large volume of simultaneous interactions while maintaining consistent brand tone. The AI chatbot was deployed across multiple platforms, managing 215 distinct conversation topics ranging from jokes to discussions about charity work, with infrastructure built to process 150 messages per second at peak campaign volume.
- 150 messages per second processed at campaign peak
- 215 conversation topics managed consistently across the deployment
- Brand tone maintained at scale across a high-profile national campaign
- Reduced reliance on live moderation and campaign support during peak periods