AI Operations
We do not build models and we do not sell software. We decide, with you, which of your conversations an AI agent should take, which a person should take with AI beside them, and which stay with people alone. Then we deploy the best available platforms, run the operation, and measure it.
Handover rules · designed per contact type
Most contacts resolve inside the AI agent. Four kinds do not, and each is a written rule before go-live, not a fallback.
DirecOne Relay
One operation.
Three settings.
AI answers first.
Voice and chat agents take the contact, resolve the routine and the repetitive, and close the loop. A trained person is one handover away, and the handover is a designed moment, not a fallback.
Best for: high-volume care, order status, appointment setting, first-line tech support, outbound qualification.
People lead. AI keeps up.
Your customer talks to a person from the first second. Beside that person sits real-time guidance, knowledge surfacing, auto-summaries and 100% interaction scoring, so the conversation is faster and the record is complete.
Best for: complex product support, retention, collections, regulated conversations.
Judgment, delivered by people.
Some conversations are the relationship. Sales, escalations, executive accounts and anything where the answer depends on reading a person. AI stays in the background: quality, coaching, forecasting.
Best for: B2B sales, key accounts, escalations, brand-critical moments.
AI voice and chat agents
First contact, handled.
Inbound and outbound voice agents, chat and messaging agents on your channels, in your voice, on your knowledge base. They resolve the routine and the repetitive: order status, appointment setting, first-line troubleshooting, qualification, reminders, surveys.
- Warm transfer to a trained person with full context, not a cold restart
- Handover rules designed per contact type: uncertainty, emotion, value, regulation
- Calling hours, consent and opt-out handling built in before launch
- Runs on leading voice-AI and cloud contact-centre platforms; we choose the fit
Agent assist and QA analytics
Beside every person, every conversation.
Real-time guidance, next-best-action prompts, knowledge surfacing and automatic after-call summaries for the people on the floor. Behind them, 100% of interactions scored for quality, sentiment and compliance, with coaching queues built from the whole record instead of a 2% sample.
- Shorter handle time without shorter conversations
- Complete, consistent records for the client and the regulator
- Supervisors coach from evidence, not from listening in at random
- Works with any CRM or desktop your programme already uses
Workflow automation
The work around the conversation.
Routing, ticket triage, callbacks, reporting, reconciliation and the back-office tasks that used to be a queue with a person in it. Built on workflow-automation platforms, monitored by us, and changed in days rather than release cycles.
- Daily KPI packs and client reports generated, checked and sent automatically
- Case creation, status updates and follow-ups triggered from the conversation
- Exception handling that escalates to a person with the record attached
- No lock-in: every automation is documented and handed over on request
How we engage
Sprint, pilot, scale. Priced at each step.
01
Design sprint
Two weeks. We map your contact types, assign each a setting, choose platforms, write the handover rules and the compliance posture, and give you a pilot plan with a price.
02
Pilot
Ninety days on one or two contact types. A trained class of up to 30 people live inside two weeks, AI agents live alongside them, weekly KPI review, one accountable lead.
03
Scale and re-tune
Volumes up, settings revisited. Contacts move between AI-Run, AI-Assisted and Human-Led as the AI learns and the team specialises. Month to month after the pilot.
Governance
AI on the phone is a regulated act. We treat it as one.
Consent and calling hours
Prior express consent records carried with every lead; calling windows set to the customer's local law, tighter where needed.
Opt-out, honoured immediately
Any opt-out spoken to a person or an AI agent is captured in the call and fed back the same day.
PCI DSS Level 3 environment
Workstations, network and process. Business continuity aligned to ISO 22301:2019.
The handover is auditable
Every AI-to-person transfer is logged with its reason. You can see where judgment was needed and how often.