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Designing the conversation 

One of the UK’s leading telecom companies with c. 3.4m subscribers, the project focussed on designing the conversation between cognitive AI and customers.

Part of a discovery piece. We scripted and helped educate troubleshooting for three common reasons for contact; problems with a landline connection, no internet and updating personal details.

During this project we also ran an education piece with our stakeholders on AI ethics in relation to gender neutrality, the importance of identification as a robot and safeguarding. We undertook extra training to deliver this. 

Proving the concept of robot support

A complex and multi-faceted project representing a new approach for the company to chatbot interaction and service. 

Our involvement included; developing a best-practice persona to avoid subconscious bias, upskilling to understand intent-based recognition and utterances, and how this built the journey, scripting the final interactions, quantitive analysis of the live scripts and recommendations for improvement.

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