Customer Experience

AI-Enabled Customer Engagement

Whether in the public or private sector, people expect a fast, intuitive and personalised service, across multiple channels. Ideal’s fully managed, AI-enabled Customer Experience solutions provide a smart unified experience spanning digital, messaging, AI-agent and human interaction.

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Meeting your customers where they choose to be

Customer journeys increasingly begin outside the telephone queue. Our solutions allow you to meet customers where they choose to be, enabling them to self-serve across web chat, email, SMS, social media and messaging platforms such as WhatsApp, Apple messaging and Rich Communication Services (RCS).

Once people ask questions or start conversations digitally, AI agents and Agentic AI can resolve routine requests quickly and conveniently. Crucially, if the query needs to escalate to a human agent, full interaction history and context move with the customer.

AI driving a better experience for everyone

For your customers
By deflecting simple enquiries to digital channels, you can reduce inbound call volumes, shorten queues and improve response times for voice interactions – resulting in happier customers and less pressured agents.

For your staff and contractors
For agents, AI provides real-time assistance through Knowledge Management Systems (KMS), surfacing accurate answers instantly and improving speed to resolution. This reduces handling time, increases confidence and delivers a more consistent service.

Insight, analytics and visibility

Real-time dashboards provide deep visibility, with reporting and AI-driven analytics enabling you to gain a clear understanding of:

What customers are contacting you about and why
Interaction volumes and channel usage
Customer sentiment and satisfaction
Agent performance and service quality

This insight enables you to make better operational decisions, drive continuous improvement and gain a clearer view of how customer service impacts the wider business.

Integrated by design

Our solutions integrate seamlessly with CRM platforms to automatically present customer information to agents and capture interaction history without manual effort.

Full operability with Microsoft Teams

Automated transcription and summarisation reduce wrap-up time, improve accuracy and accelerate follow-up actions.

We also support integration with existing calling platforms, including full interoperability with Microsoft Teams, allowing organisations to evolve their customer engagement strategy without disrupting established ways of working.

Delivered as a Managed Service

Ideal brings deep integration capability to deliver Intelligent Customer Experience as a Managed Service.

The result is a future-ready engagement model that improves customer satisfaction, empowers your agents, delivers meaningful insight and allows you to differentiate your organisation through the quality of service you provide.

Enhancing collaboration

Ideal can also help you to improve collaboration within your organisation, enhancing hybrid working and streamlining meetings, workflows and communications for staff, customers and suppliers.