Organisation-approved content
Define the content sources, owners and update process behind each response.
AI customer service
Automate routine service while keeping complex cases connected to the right team.
Use AI chatbots, voicebots, content and service guidance approved by your organisation and workflow integration to resolve common enquiries, collect context and support clear escalation.
Faster routine supportConsistent approved answersClear team escalation
Illustrative service scenario
Service assistantLive
I was charged twice for my monthly plan.
I can help. I found two transactions and one appears to be pending. Would you like me to open a review?
Knowledge checkedWorkflow ready
Voice request understood
↗
Escalation preparedContext included for the service team
One service layerChat, voice, knowledge, workflows and teams
01 Understand
02 Resolve
03 Escalate
04 Improve
Where AI adds value
Use automation for repeatable work and preserve judgement for complex cases.
Iris integrates AI service journeys with organisation-approved content, customer records, contact-centre platforms and operational workflows. The precise integration model depends on the systems, permissions and use case.
Interactive service scenarios
See how one customer need can move across chat and voice.
Select a channel and scenario to see how the response, next action and escalation path change while the same controls remain in place.
Illustrative service scenario
IA
Connected
Iris service assistantChat · Billing support
Suggested actionOpen billing reviewCustomer and transaction context will be attached.
Knowledge and workflow integration
Integrate conversations with organisation-approved content, customer data and service workflows.
Iris can help connect AI service journeys with approved content, customer records, contact-centre platforms and operational workflows. The precise integration model depends on the systems, permissions and use case.
- ✓ Policies, FAQs and service procedures approved by your organisation
- ✓ CRM, account and customer-context connections
- ✓ Cases, requests, payments and service workflows
- ✓ Reporting, review and operational monitoring
AI service layerUnderstand · Respond · Act · Route
KBOrganisation-approved contentPolicies, FAQs, procedures
CRMCustomer contextAccounts and history
WFService workflowsCases, actions and updates
CSService teamsEscalation and follow-up
Industry use cases
Apply AI customer service to repeatable enquiries that benefit from consistent handling.
Each industry needs different knowledge, workflows and controls. Select an example to see where AI customer service can support a practical service journey.
Telecommunications and MVNOs
Support service, billing and plan questions across subscriber journeys.
Help customers understand plans, check service status, resolve common account questions and move complex issues to the right service queue.
Plan and account supportBilling enquiriesService-status guidance
Example service flow
CUSubscriber“Why has my data stopped?”
AIAssistantChecks plan status and explains the next step
→Connected outcomeSelf-service guidance or service-team route
Quality, control and monitoring
Set clear knowledge, boundaries, escalation and review controls.
AI service quality depends on the information it can use, the actions it is allowed to take and the situations it must escalate. Those controls should be designed before launch and reviewed in operation.
Response boundaries
Set the topics, actions and wording that the assistant can use safely.
Escalation rules
Route uncertainty, sensitive matters and exceptions to the appropriate team.
Access and review
Control data and system access, review conversations and improve knowledge, prompts and workflows over time.
Privacy, security, data handling and regulatory controls are defined for each organisation, market and use case during solution design.
Implementation approach
Move from a focused use case to a service your organisation can operate.
Iris supports solution design, integration, configuration, testing, launch and ongoing improvement. Start with a clear service problem, measurable outcome and controlled scope.
Plan an AI service workshopDiscover
Choose the service problem, audience, channel and expected outcome.
Design
Define the conversation, content and service guidance approved by your organisation, actions and escalation rules.
Connect
Integrate the required systems, data sources and contact-centre services.
Configure
Configure topics and intents, responses, workflows, permissions and operating controls.
Test
Review service journeys, exceptions, accessibility and team readiness.
Launch and improve
Release carefully, monitor outcomes and refine the experience over time.
Start with one service problem
Which customer enquiry should be faster and easier to resolve?
Tell us about the enquiries, systems, channels and service teams involved. We will help you shape a practical AI customer service use case.