Our core services

Our approach to delivering AI assistants with impact, from strategy to development, marketing and continuous optimization.

Unique way of working

Conversation Design & Development

Crafting award-winning AI assistants all starts with researching your audience to prioritize a high-value use case that meets their needs or solves a problem. Data and insights also inform our conversation flow design. Once we agree upon a flow it’s time for our conversational copywriters to create copy that works and is consistent with your brand. Subsequently, our engineers make sure the AI assistant is integrated within your tech infrastructure, e.g. to connect to your CRM for customer data, or to your contact center platform to establish a warm human handover. Lastly, through iterative testing we make sure we deliver an outstanding experience upon launch.

Marketing & Adoption

Your conversations are useless without anyone engaging. And getting users to engage may involve a combination of activities depending on the conversational interface. For example, when it comes to driving users to your voice application on Google Assistant, we’re experts in optimizing your conversation for organic discovery and understand how to influence Google’s algorithm. After running many paid media campaigns we also learned what media activity and creatives have the largest impact. On the other hand, when launching an AI assistant on your website, we constantly analyse the data and look for ways to enhance usage by optimizing relevance and visibility.

Optimizing Conversational Experience

At the very beginning we create a measurement plan including the primary goal(s), KPIs, expectations and specifications on how to track these KPIs. In some cases this may be supplemented by a business case and/or a NPS survey which are used to validate the expected impact. Based on the measurement plan we create a bespoke performance & insights dashboard, which we use to continuously analyse and improve the performance of the AI assistant. This optimization process usually involves training the AI (machine learning algorithms), adding unhandled questions and running A/B tests on variations of copy, design elements or flows to optimize the completion rate.

Vision, Strategy & Roadmap

Many companies recognize that, in order to truly benefit from the transformative potential of conversational AI, and to create sufficient support from the broader organisation, a long-term plan is needed. This plan starts with a vision on what your ideal world looks like in 3-5 years from now. How will you outperform competitors by providing best-in-class personal assistance with purchases as well as service queries? A conversational strategy includes concrete mid- to long-term goals (e.g.: automating 60% of customer contact within 2 years whilst improving NPS by x) and the activities and resources required to achieve these ambitions. Lastly, a roadmap helps outline a path towards achieving the strategic goals including clear prioritizations. Quarterly meetings help track progress and ensure latest technological and organizational developments are taken into account.