AI that makes customer service more human

Global networks never sleep. When something needs attention on a network that spans continents, the work moves with the sun, from one team and time zone to the next. 

24/7 365 support is how global providers keep pace, but it's also where context can slip away. Updates sit in lengthy notes within platforms, long email threads, extensive logs – the next engineer has to piece the story together, and the customer is  sometimes asked to explain it again. 

We designed our use of AI to close that gap, and we built it as one team. 

One team, one problem statement 

At Expereo, we view seamless continuity as the foundation of customer trust. That is why our Digital and Operational leaders tackle engineering challenges as one as a single team. Before we build anything, we agree on the problem we're solving. 

We studied how our people spend their time, working alongside the engineers and service managers doing the job. We also listened closely to customer feedback, and two things stood out. First, skilled people should spend their time solving problems, not digging through email or customer notes. Second, customers trust a partner who already knows their story. 

Ideas take shape in our Big Room planning sessions where teams come together with clear problems to solve. We judge each one by what it delivers: more capacity, greater efficiency, new value for you. But all linked to continuously improving customer experience.  

Instant context, in every time zone 

AI could have helped us write replies faster, but we chose to give our engineers understanding first, because a quick answer only helps when it's the right one. 

So instead of deploying AI to replace human interaction, we built a dedicated Handover Agent, which works in the background on active cases. It follows the messages between customers, suppliers and our own teams, and turns them into an up-to-date summary straight away. Too often customers are forced into ‘chatbots’ situations where questions asked are constrained and answers become limited – and without context. We have a principle that customers should not be constrained to the latest update to the chatbot – but has access to our brilliant teams with context.  

When a case transitions across time zones or teams, the incoming engineer receives an immediate, intelligent 360-degree briefing in under 30 seconds. They can speak with confidence and take ownership of the next step, without asking you to start from the beginning. 

"Our priority is using AI to remove admin friction, so our brilliant people can focus entirely on brilliant outcomes for our customers." - Kevin Brown, Chief Operating Officer 

Technology for context, people for judgement 

Taking routine work off our teams has helped us keep pace with growing demand and also preserves room for genuine human engagement. That might be bringing a new service live for the first time, resolving an escalation, or working through a complex problem with no obvious answer. In those moments, technology brings speed and facts – but experienced humans make the call. 

"Behind every customer organisation are people responsible for keeping their business connected. They need to know that someone understands the consequences of a problem, will make a sound decision and will see it through." - Julian Skeels, Chief Digital Officer 

Consistent global processes let us deliver service at scale. Close relationships with our customers and account teams tell us when a situation calls for a local or regional approach, and our people have the freedom to take it. 

Built with you, on your terms 

Some customers want to sort out a simple request themselves. Others want to talk it through with an expert. We believe good technology supports both and stays out of the way – that includes the use of AI in customer service. That’s why we build with our customers involved.  

Through the Expereo platform, user groups, and direct sessions with individual customers, we share work in progress and shape it around your feedback. The technical improvements planned for this quarter came straight from those conversations, and they're designed to make complex global networks easier to manage. 

Every change has to pass one test: does it make your job easier? 

What comes next 

AI is moving too fast for anyone to predict every use case over the next 18 months. Our direction is clear, though. We want our teams to have an even fuller picture of each customer's service and to spot issues earlier. We also want them to spend less time on internal work and more time with you. That's what tech-powered, human-enhanced means to us.  

Accountability stays with people. Technology gives our teams context and speed. Our people give you sound judgement and someone who owns the outcome.  

This Customer Service Week, that's the service we're proud to stand behind.