We help a diverse range of clients utilise AI technologies.

Case Study: Hackabout

A client with call centre staff providing support to customer questions was interested to determine if a particular technology set, in this case Rainbird’s cognitive reasoning engine and IBM Watson’s NLP, could automate not only FAQ and triage type questions from customers, but also more complex resolver group needs.

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Case Study: Data Insights

We worked with a client to demonstrate the power a few AI tools can bring to the interpretation of information with only a few days of effort. Aigen validated, with the AI tools selected, that actionable outcomes can come from this approach on a previously unmanageable data set.

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Use Case: Transactional Interactions

A high street bank was encountering problems with a common customer contact for change of address. Issues included bad accuracy levels and lengthy calls.

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Use Case: Regulation Compliance

Our client felt that the sales and operational teams were never very clear on when they should be offering virtual accounts due to the number of regulatory pulls on both them and the industries of their clients.

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Use Case: Chat Interfaces

Our client wanted to find a way of using chat to improve their approach to continually collect information from customers in order to support product cross sell opportunities.

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Use Case: Call Centre Systems

We specialise in call centre systems due to our service design background in this area. We have created a number of systems that enable either assisted support or automation of services.

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Use Case: Theme and Sentiment Analysis

We had a client who was in need of support in understanding what their customers were saying to them. They were lucky to receive over 2 thousand verbatim feedback quotes a week but did not know how to understand them.

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Use Case: Pattern Identification

A low cost airline client maintains a database with a lot of customer website usage data which they wished to use in order to improve their site conversion through improved marketing campaign targeting.

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Use Case: Customer Experience – Call Centre

Complexity of the insurance product combined with a lack of documented processes meant multiple calls to solve a single issue.

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Use Case: Customer Experience Onboarding

Customers were struggling to complete the on-boarding process without help, leading to increased client support costs and customer dissatisfaction.

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