AI for Customer Experience
Faster, more consistent support with less pressure on agents.
We help customer experience leaders deploy support copilots, improve self-service and use sentiment analysis. Quality holds across every channel, and the hard cases get the attention they need.
Pain points
Where performance is being lost.
01
Quality varies by agent and channel
Customers get a different answer depending on who they reach and where, which erodes trust and inflates repeat contacts.
02
Agents spend time searching for answers
Information sits across systems and documents, so handling time grows and customers wait while agents hunt for the right reply.
03
Self-service deflects little and frustrates customers
Rigid help articles and basic bots fail to resolve real questions, send volume back to agents and leave customers annoyed.
04
Sentiment and risk are spotted too late
Frustrated customers and at-risk accounts get identified only after they escalate or churn, not before.
05
Escalations are inconsistent and slow
Without clear signal on what needs a human and when, complex cases bounce around or sit unresolved, and the experience suffers.
Use cases
What AI does here.
01
Support copilots for agents
Give agents suggested responses and instant access to the right knowledge, so they reply faster and more accurately.
02
Response quality and consistency
Draft and check responses against approved guidance, so every customer gets a clear, on-brand answer whatever the channel.
03
Smarter self-service
Let customers resolve real questions in natural language, drawing on your knowledge base, and hand off cleanly when needed.
04
Sentiment analysis
Read tone and intent across conversations to flag frustration and risk early, so teams step in before issues escalate.
05
Escalation handling
Identify which cases need a human and route them with full context, so complex issues reach the right person quickly.
06
Consistency across channels
Apply the same knowledge and standards across chat, email and phone, so the experience holds wherever customers reach you.
Example workflows
How it works in practice.
Understand the customer journey
We map where customers struggle and where agents lose time, then prioritise the touchpoints where AI improves the experience most.
Ground tools in your knowledge
We connect copilots and self-service to your approved knowledge, so answers are accurate and reflect how you actually operate.
Roll out with agents, not around them
We deploy AI as support for agents first, train the team and set clear escalation rules, so quality and trust improve together.
Measure experience and refine
We track resolution, satisfaction and handling time, then refine responses and self-service, so the experience keeps improving.
Indicative impact
What improvement should look like.
Illustrative example — not client results
Relevant services
How we deliver this.
02
AI Implementation
We build the working systems behind your AI strategy and embed them in the tools your teams already use.
Learn More05
AI Automation
We remove the repetitive, manual work that drains your teams and slows everything down.
Learn More03
AI Training
Practical, role-specific training that gives your people the confidence and judgement to use AI well.
Learn MoreFAQs
Common questions.
Will customers end up talking to a bot instead of a person?
How do you keep responses accurate?
Can this work across all our channels?
PUSH AI Consultancy is part of PUSH, an award-winning performance agency recognised by Google and Microsoft.