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We take the whole call
Our agent checks who is calling, finds the answer, makes the change in your systems and confirms it. Your team sees the record afterwards but never picks up the phone.
Most contact centre AI can answer a question but cannot act on it, so the customer still waits for a person. Our agents do the work. They open the account, make the change, write it back, and confirm it on the phone, in chat or by email.
How much we handle is up to you. Some clients give us the whole queue. Others keep most of it and let us take the opening of each call. A few never put us on the phone at all, and use us behind the scenes to support the agents they already have.
AI when it works. A real person when it matters.
1.8 billion interactions a year · typically live in 9 weeks
Point us at your policies, price lists, contracts and old tickets. We read across all of them, work out the answer, and show you which document it came from. One of your people doing the same lookup usually has to open two or three systems.
Some clients give us the whole queue. Others keep most of it and let us take the opening of each call. A few never put us on the phone, and use us behind the scenes instead. All three run on the same platform, and clients often move between them as they get more comfortable.
Our agent checks who is calling, finds the answer, makes the change in your systems and confirms it. Your team sees the record afterwards but never picks up the phone.
We handle the opening. Who is calling, what they want, and anything routine. Then we pass the call to your agent, who already has the history on screen, so the customer does not have to start again.
Your people do all the talking. We work behind them, finding the answer, checking what they are allowed to offer, and writing up the call at the end. The customer never knows we are there.
Most quality assurance listens to one or two per cent of calls and assumes the rest are similar. We score every contact, ours and yours, against your own scorecard. Each score comes with the reason for it, and the results are turned into a coaching plan for your team leaders.
Three agents flagged on the same thing, which is handling the first objection. Two clips attached for each, taken from their own calls. You can also check whether last month’s plan moved the score at all.
We score against your own scorecard and tone of voice, covering required wording, process, how the customer was treated, how hard they had to work, and what they ended up with. Every score quotes the relevant part of the transcript.
We compare your scorecard against the things you actually measure, such as resolution, satisfaction, conversion or collections. Some criteria turn out to predict those results. Others turn out to make no difference at all, and we will tell you which.
We turn the scores into a ranked list of who to coach and what to coach them on, with clips from that agent’s own calls. A month later we show you whether it made any difference.
The same reading we use to score a call afterwards can help your agent during it. What to do next, what they are allowed to offer, and any required wording they have not said yet.
On every contact we flag missed wording, signs that a customer is struggling, complaints, and any claim nobody is allowed to make. The evidence is kept permanently for your regulator and your risk team.
We build practice customers from your own hardest calls, so new starters can rehearse the difficult ones before taking a real customer. They are scored on the same scorecard as everyone else.
There are far too many conversations for anyone to read. We read them instead, answer in plain English, and link to the calls behind every answer so you can check the working yourself.
Every step replayed. We read the account, do the task in your systems, write the record and confirm it, in whichever channel the customer chose. The work we do inside your systems is shown in green.
Automation on its own does not fix a contact centre. The calls we should not be taking still have to be handled well, and everything either of us handles still has to be measured. We do all three on one platform.
We take a conversation from the first hello to a closed case, reading the account, doing the task and writing the outcome back. The same agent covers phone, chat, email and messaging.
Watch a real conversation →When your person takes over, or handles the call from the start, we stay with them. We suggest what to do next, check what they are allowed to offer, remind them of anything they have to say, and write up the call afterwards.
See the three options →We score every conversation on both sides against your scorecard and link it to the outcomes you already track. You can also ask questions about the whole history in plain English.
See quality scoring →There is nothing to export to a second tool between stages. Each stage feeds the next. Failed tests become training cases, and real calls become knowledge articles.
Write the job in plain English. Studio drafts the flow, the actions, what to do when things go wrong, and the tone. It then lists every assumption it made, so you can correct the wrong ones.
Run thousands of practice conversations, including awkward ones, ones in other languages and ones where the customer keeps interrupting. You get a pass or fail report before anything goes live.
One definition ships to every channel. You can roll it out by percentage, region or topic, and roll it back in one click if you need to.
We group the failures together, draft whatever knowledge article was missing, and propose a fix. Nothing changes until someone on your side approves it.
Write changes in plain English and see them laid out visually. People who are not engineers can make updates, and your engineers still get a full history of every change and automatic testing on all of it.
Explore Studio →We work out for ourselves what to look up, across your website, PDFs, old tickets and live systems, and then name exactly what we used.
See how it finds answers →You can see every turn of a conversation, including the document it read, the action it took and what it cost. There is no need to recreate a problem to understand it.
Open a replay →Every change is tested against conversations we know should work, plus awkward cases and checks for leaked personal data. It means a small edit cannot quietly break your refund process.
See a test report →Whenever you want us to stop, or the customer simply asks for a person, we transfer the call live to your agent, who already has the full context.
See the three options →Sending every step through one big model means paying top prices to sort simple questions and waiting longer than you need to for routine answers. We pick a model for each step based on quality, cost and speed. When a better one comes along you can swap it in without rebuilding anything.
Vendors use much the same words for quite different products. Here is how the common options compare on the questions that tend to decide these deals. They are worth putting to everyone on your shortlist, including us.
| Question | Rules based chatbots | Single model AI tools | Adhki |
|---|---|---|---|
| Which AI models can it use? | None. Fixed decision trees | One vendor, one price | 20+ models, chosen per step |
| Can it do the work in your systems? | No, it passes to a person | Limited, one integration at a time | Reads and writes across 180+ systems |
| Does it remember across channels? | No, it starts over each time | A separate bot per channel | One memory, every channel |
| How is it tested before go live? | By hand | Read the prompt and hope | Automated tests on every change |
| Can you see why it did that? | Flow logs only | Raw transcripts only | A full record of every decision |
| Where does it run? | Vendor’s cloud only | Vendor’s cloud only | Our cloud, your cloud, or your own network |
| How do you pay? | Per conversation started | Per word processed, marked up | Per contact resolved |
We arrive with the common request types, compliance rules, example integrations, a scorecard and a test set already built for your sector. Your first build starts from something that already works rather than an empty project.
Card disputes, ID re checks, arrears and payment plans, with extra verification where it is needed and a permanent record of every decision.
63% faster to handleNew claims, policy changes, renewals and claim status across the book. The evidence pack the regulator needs is produced as you go.
2.4M claims / yrOrder status, returns, exchanges and delivery problems, written straight into your order system. That includes Black Friday and the messy weeks after it.
11× peak loadOutages, meter readings, billing disputes and payment plans. It holds up when a storm puts six months of calls into a single week.
92% handled by AIActivations, plan changes, faults, roaming and retention across consumer and business customers, into the millions of subscribers.
1M+ contacts / moRebooking, refunds, extras and welfare calls, at exactly the moment demand spikes hardest.
8× surge on disruption daysBanks, insurers, carriers, utilities and national retailers, all handling more than 50,000 contacts a month. Some let us run the whole queue. Others hand over to their own people deliberately. Each card explains which they chose, why, and at what volume.
Four programmes, each above 200,000 contacts a month, and what changed in the first year. We can share the full case studies under NDA.
Every figure is reported by the customer and measured against their own starting point. Those starting points differ, so the numbers aren’t directly comparable between organisations.
Move the sliders. Cost per contact is your fully loaded agent hourly rate divided by the contacts one agent resolves in an hour. We have assumed you reach your target over the first six months, which is what usually happens at this sort of volume. Treat the result as a rough estimate rather than a quote.
After platform cost, based on the numbers you set above. Your real figures will depend on your mix of contacts and how much of it we can sensibly take on.
Security review usually takes longer than the build does. Here are our controls and our evidence up front, so your risk team can start reading on day one rather than waiting on us to send things over.
Everything we say has to trace back to a document you approved. If it does not, we pass the contact on rather than guess at it.
Sensitive details are hidden before they reach any AI model. We do not use your data to train anything.
Keep processing in the UK, EU, US, India, UAE or Australia, or run all of it inside your own network.
Refunds, account changes and anything else with real consequences follow the rules you set.
Every decision, model, prompt and action is kept, and exports to your own security tools.
We arrive with more than 180 ready made connections to the systems you already use, covering customer records, service desks, phone systems, online shops and logins. If something is not on the list, your developers have the tools to connect it.
We start around 50,000 contacts a month and work with clients well past a million. Below 50,000 the integration and testing work rarely pays for itself inside a year, and we will usually say so. Above it, the scoring alone tends to cover the cost before any automation is counted.
No. We run on your existing phone system and sit alongside Genesys, NICE, Amazon Connect, Zendesk or ServiceNow. Most clients start us on overflow or out of hours calls on a single queue, prove the numbers, then expand one team at a time.
It depends on the step. We use big models for complex reasoning, small fast ones for sorting and safety checks, open models for looking things up, and your own models for policy questions. You can insist on a particular model, rule one out, or make us use your own API keys.
We transfer the call live to your agent, along with the full transcript, the customer record and a summary of what we already tried. Your person picks up mid conversation rather than starting over. We score that handover like any other contact.
Per contact we resolve, rather than per message, minute or conversation started. If we do not resolve it, you do not pay for it. Quality scoring is licensed separately, per contact scored. Rates come down above 250,000 contacts a month.
Nine weeks is typical from kickoff to us going live on your first team, including security review and procurement. We can start quality scoring and Call Analyser sooner, because reading your existing recordings doesn’t change how your calls are handled at all.
Bring us one real queue and a week of recordings. We will build a working agent on your own data during the call, and score a sample of your existing conversations while you watch. It takes about thirty minutes.