Customer service

Managed lanes

One responsibility kept true every month, for one team.

• Composed outcome

  A managed support lane: your bot and help centre kept inside written limits

  For one help desk and its channels: a monthly bot check, a kept-current help centre and up to two bounded items a month. Proposed GBP 720 a month; timing and capacity by written proposal.

  Quote after scope check

Monthly services

Each one re-tests and tunes the work above every month.

• Recurring responsibility

  Keep your help centre current: stale and conflicting articles found every month

  Up to three changes a month: every article with a changed price, policy or feature is found and a corrected draft sent in the agreed days, plus a monthly list of stale articles and new gaps.

  £125/month · untested offer price

• Recurring responsibility

  Have your firm's assistant re-tested against its approved wording every month

  Each month the assistant's replies are re-checked against your signed-off library, the advice-refusal set is re-run, expiring items are listed and a conversation sample is read.

  £195/month · untested offer price

• Recurring responsibility

  Get a draft reply to each new online review in your voice, for you to approve and post

  Each new review you share gets a draft reply in your voice within the agreed days, or a flag for a person. Nothing is posted without your approval and genuine negative reviews stay.

  £95/month · untested offer price

• Recurring responsibility

  Have a sample of your support bot's real conversations read and re-tested every month

  Each month a fixed sample of your bot's real conversations is read, errors are counted by type, the test set is re-run after any change you report, and you get a fix list.

  £145/month · untested offer price

• Recurring responsibility

  Have a sample of your help desk's automatic approvals read and re-tested every month

  Each month a sample of the refunds and cancellations your agent actioned is re-checked against your rules and identity rule, the limits are re-tested on a copy, and you get a report.

  £145/month · untested offer price

• Recurring responsibility

  Re-check your ticket suggestions and alerts on fresh samples every month

  Each month your customer-support ticket category suggestions and cancel, legal and safety alerts are re-tested on a fresh labelled sample and planted cases, and drift is reported with the fix.

  £125/month · untested offer price

Test and verify

Check an assistant or automated step before it goes live and keep checking it.

• One-off outcome

  Find out whether your past tickets beat your help pages as the source for reply drafts

  A blind comparison on 60 held-out tickets: reply drafts built from your help pages alone against drafts that also see examples of resolved tickets. You choose which source to use.

  £245 · untested offer price

• One-off outcome

  Test what a hostile message can make your support bot reveal or do, with a permission list

  A record of 40 hostile inputs run five times each against your bot in a sandbox, a list of what the bot can see and do, and the permission to remove for each failure.

  £245 · untested offer price

• One-off outcome

  Run a written test of your support bot, with every fail shown, before you switch it on

  A written test set run three times against your existing bot in a sandbox: every pass and fail shown with its transcript, the fix named for each fail, and one re-run.

  £195 · untested offer price

Assistants and drafting

Answers and drafts from your own material, with a person approving what goes out.

• One-off outcome

  Have your after-hours phone line take a message and alert a named person

  Out-of-hours calls are answered by an automated voice that says so, takes name, number and reason, and alerts a named person within the time you set if the call matches your urgent list.

  £395 · untested offer price

• One-off outcome

  Give your agents reply drafts built from your help articles, with the source cited

  For your ten commonest customer-ticket types, a draft reply appears as an internal note citing the article used; anything without a source says so and is flagged for a person.

  £295 · untested offer price

• One-off outcome

  Answer customer questions from your own help pages, with a person taking over

  A chatbot for any website that answers only from up to 30 help pages you name, cites the page, says it does not know otherwise, and hands listed cases to a person.

  £295 · untested offer price

• One-off outcome

  Have your phone line answered, with messages taken and calls passed to a named person

  An automated voice answers your number, says it is automated, gives only facts you approved, takes messages and passes calls to a named person. Call notice and consent stay with you.

  £495 · untested offer price

• One-off outcome

  Have refund and cancel requests checked against your rules and prepared for one click

  Each request is checked against your written rules table and arrives as a decision, a draft reply and the action prepared. No money moves and nothing ends without a person's click.

  £495 · untested offer price

• One-off outcome

  Let a website assistant answer only from approved wording and refuse to give advice

  For a regulated firm: a website assistant that returns only wording your compliance person approved, refuses advice, says it is automated, and hands over to a named adviser.

  From £795 · untested offer price

• One-off outcome

  Get second-language support replies with your glossary, checked by your own native speaker

  Replies and saved macros in one second language use your glossary, and a named native speaker on your side rates the first 30 before any reply is sent unreviewed.

  £195 · untested offer price

• One-off outcome

  Answer WhatsApp questions from your own help pages, with a person able to take over

  A WhatsApp assistant answers only from the help pages you name, says in its first message that it is automated, and hands over to a named person. Customers message first; it never sends first.

  £395 · untested offer price

Sort and route

Incoming messages, tickets, orders and requests sorted into your categories.

• One-off outcome

  Make sure your bot hands customers to a named person with the whole conversation attached

  Each listed trigger sends the customer to a named person or queue with the full conversation and a tag, and the out-of-hours message states only hours you can keep.

  £145 · untested offer price

• One-off outcome

  Make each contact-form enquiry become one tagged help-desk ticket, with a failure alert

  Each valid form submission creates exactly one help-desk ticket with a suggested category and owner, duplicates merge, and a failed hand-off raises an alert to a named person.

  £195 · untested offer price

• One-off outcome

  Suggest a category, priority and queue for each new ticket from your own categories

  Each new customer-support ticket gets a suggested category, queue and (urgent and legal only) priority in a separate field, with agreement measured on tickets your staff labelled.

  £295 · untested offer price

• One-off outcome

  Let refunds and cancellations be approved automatically under your cap and written rules

  Refund and cancel requests that match your written rules and sit under your cap are actioned from your help desk. Your own system confirms who is asking; everything else goes to a person.

  £495 · untested offer price

Documents and text to data

Documents, emails and free text turned into checked rows.

• One-off outcome

  Get a five-line note on each closed or escalated support thread, with promises made listed

  Each closed or escalated thread gets a five-line staff note: issue, what was tried, what the customer asked, promises made and next step, checked on 30 threads.

  £149 · untested offer price

• One-off outcome

  Get a five-line staff note for each call transcript you already hold, with promises listed

  Each call transcript you already hold gets a five-line staff note with the promises made and who made them. Figures and dates are copied from the transcript and checked on 30 calls.

  £195 · untested offer price

• One-off outcome

  Turn support tickets into engineering bug reports with steps, severity and duplicates

  A ticket becomes an engineering issue with steps, expected versus actual, environment, a log request if missing, severity, affected-ticket count and a duplicate link.

  £295 · untested offer price

Review and moderate

Content, code and changes checked against your own rules.

• One-off outcome

  Hold spam, scam links and abuse in a queue by rules you approve, with no automatic bans

  Spam, scam-link, abuse and off-topic posts go to a hold queue by rules you approved. No one is banned automatically and a moderator can release any post in one step.

  £145 · untested offer price

• One-off outcome

  Score a sample of past support conversations against your own written rubric

  A sample of past conversations scored on your own rubric of up to ten criteria, with the worst examples, coaching notes and a stated agreement rate with your QA lead.

  £245 · untested offer price

Watch and flag

Systems and data watched, with exceptions flagged and the evidence attached.

• One-off outcome

  Flag cancel, legal, safety and press messages in your inbox to a named person

  Messages that state an intent to cancel, a legal threat, a chargeback, a safety concern or a press enquiry are flagged to a named person with the phrase that caused the flag.

  £195 · untested offer price

• One-off outcome

  Spot data-access, deletion and opt-out requests in support email, with a due date

  Messages that are or may be a data-access, deletion or opt-out request are flagged to a named person with the type and a due date stamped.

  £245 · untested offer price

Forecast and price

Plans and prices proposed from your own history, inside limits you set.

• One-off outcome

  Flag customers who may cancel, tested on your own past cancellations first

  A list of accounts that look like past cancellations, backtested on months you hold back and compared with a simple rule you pick. If it does not beat that rule, you get the rule instead.

  £295 · untested offer price

Knowledge and reports

Help pages, documentation and reports kept current and traceable.

• One-off outcome

  Check every help article against your current policy and product, with evidence for each

  Every article gets a status (current, outdated, contradicts another or broken link) with the source it conflicts with, against the sources you name. We change nothing.

  £195 · untested offer price

• One-off outcome

  Get five draft help articles for your top gaps, every claim traced to your source

  Five draft articles for your top gaps, every factual claim traced to your own source or marked "owner to confirm", with open questions and screenshots-needed lists.

  £245 · untested offer price

• One-off outcome

  Get a ranked list of customer questions that no help article answers, with example tickets

  A ranked list of the questions customers ask that no article answers, each marked missing, outdated or hard to find, with at least three example tickets as evidence.

  £175 · untested offer price

• One-off outcome

  Cut your help-desk tags to an agreed list, with a definition and two examples each

  Your tag list cut to an agreed size, each tag with a one-line definition and two examples, an old-to-new mapping and a retire list, checked by two of your staff on 50 tickets.

  £149 · untested offer price

• One-off outcome

  Get about 20 saved replies for your repeated questions, each checked against your policy

  About 20 saved replies, one per repeated question, each traced to a policy source, with the share of the last 90 days of tickets they cover reported, not promised.

  £149 · untested offer price

Guides for this work

• Troubleshooting guide

  A subject access request in your support email: what it looks like and the one-month clock

  What the UK regulator says about requests for a person's own data: no special wording, any channel, one month, and staff who can recognise one.

• Troubleshooting guide

  Test a support bot before you switch it on: four kinds of case, three runs, written pass marks

  How to build a test set from your own pages, why each case runs more than once, and how to read a pass without over-reading it.

• Troubleshooting guide

  What a hostile message can make a support bot do: three cases and the permission behind each

  A ticket, a form field and a chat message have each been shown to make a support bot or agent leak data; the pattern is untrusted text plus access plus a way out.

• Troubleshooting guide

  What AI support agents charge per resolution, and what to check about "resolved"

  Vendor list prices read on 12 October 2026, the arithmetic for a small inbox and the one question to ask about what counts as resolved.

• Troubleshooting guide

  Which support tags to keep: count, merge, define and check that two people agree

  A short routine for turning a tag list nobody trusts into one people use the same way, with the figures from Apollo's own attempt.

Examples you can inspect

• Inspectable example

  A blank support bot test set: four kinds of case, three runs and the fields to fill in

  A table you can copy: one row per case with its kind, expected result, source page, severe-error flag and three run results.