KT Sparks
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Solutions

Customer Service & Contact Centre

Self-service where it genuinely helps, and better tooling behind the agents where it does not.

Overview

Contact centre automation, self-service portals and journey work. The goal is fewer contacts about things that should never have generated a contact - not a deflection metric.

Where it hurts

  1. 01

    Avoidable contacts

    Volume created by a broken upstream process.

  2. 02

    Agent context switching

    Five systems open to answer one question.

  3. 03

    Inconsistent answers

    Because the knowledge lives in people, not in the workflow.

Case studies

All case studies
Secure Client Onboarding on Dataverse for a UK Accountancy Firm

Chartered accountancy practice · London · works with high-net-worth clients

Secure Client Onboarding on Dataverse for a UK Accountancy Firm

secure portal covering details, ID and chat
1
secure portal covering details, ID and chat
client details typed again by staff
0
client details typed again by staff
Clinical Coding to Discharge Letters for a UK Healthcare Provider

UK healthcare provider · clinical services run on patient systems secured by hardware

Clinical Coding to Discharge Letters for a UK Healthcare Provider

details of care in each communication
3
details of care in each communication
ways the patient receives it
2
ways the patient receives it
In-Flight Wifi Refunds, Automated End to End, for a UK Airline Group

UK airline group · one mailbox reserved for in-flight wifi refund requests

In-Flight Wifi Refunds, Automated End to End, for a UK Airline Group

mailbox, used as the trigger
1
mailbox, used as the trigger
stages between email and decision
2
stages between email and decision
Car Rental Contact Centre: Email Triage and One-Click Agent Assist

Vehicle rental · Europe · multi-billion-euro rental group with hundreds of thousands of cars

Car Rental Contact Centre: Email Triage and One-Click Agent Assist

request types now automated
5
request types now automated
channels sharing one automation layer
2
channels sharing one automation layer

Offers

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6 weeks

Agent Pilot - one process to production

Six weeks, one process, an agent that actually goes live behind guardrails - with the evaluation harness to prove it works.

  • One agent in production
  • An evaluation harness
  • Guardrail and escalation design
See the offer

Insights

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The hidden cost of the human handoff

Agentic AI

The hidden cost of the human handoff

Every automation routes its hard cases to a person. How that handoff is designed decides whether the saving is real or just relocated.

Read
When not to use an AI agent

Agentic AI

When not to use an AI agent

If the rules fit on one page and never change, an agent is an expensive way to run an if-statement.

Read