VKY
Technology

Every conversation makes the next one better.

We create an ecosystem of knowledge around your contact centre. Detailed root cause analysis shows us the structure of each problem, data proves it, and AI takes on the parts it can, so your people are free for skilled work.

One team

Technology and service, in one team.

Most contact centres buy their technology from one company and their people from another, and the two rarely meet.

At VKY, the developers who create our AI work alongside the people who run our contact centres. They hear the calls, see where customers get stuck and develop what helps, so the technology fits the service rather than the other way round. We do not take a product off the shelf and fit your customers around it.

It is how we are changing that model: practically, in a live operation, and with integrity at every step.

The learning lifecycle

We are a learning organisation.

The data we gather during discovery and every day afterwards is never used once and forgotten. It is curated, reinvested and returned to the operation, so the contact centre keeps learning from what changes and what that change makes possible next.

The learning lifecycle A continuous cycle of five stages: gather, understand, verify, apply and reinvest, which leads back to gather. 01Gather 02Understand 03Verify 04Apply 05Reinvest The learning lifecycle Each turn starts better informed than the last
  1. 01

    Gather

    We collect and curate data from every call, chat, complaint and process: what customers ask, how they feel, where things go well and where they do not.

  2. 02

    Understand

    Detailed root cause analysis reveals the structure of each problem: where it starts, what drives it and what it touches along the way.

  3. 03

    Verify

    We test that structure against the data before acting on it, so every change is aimed at a cause rather than a symptom.

  4. 04

    Apply

    Within that structure, we find the parts AI can take away. Our engineers develop it for those tasks, in a controlled environment, with people in charge.

  5. 05

    Reinvest

    Everything we learn goes back into the operation: into coaching, processes, the next piece of AI and the insight we share with you. Then the cycle begins again.

What it means on the call

A better experience on both ends of the line.

For colleagues

AI takes away the repetitive parts of the work, inside a controlled environment, so colleagues can focus on the skilled conversations that need a person.

For customers

Calls are quicker to the point and better informed, and the reason for calling is often removed before the customer needs to call again.

For your brand

A better experience on every call shows. Our clients' Trustpilot scores have only ever risen after we introduced AI, with clients holding scores between 4.5 and 4.9.

Data ingenuity

One piece of data, many uses.

Data gathered for one purpose rarely tells only one story. We look for every use it has.

  1. 01Frontline callsshow what customers are contacting you about, and what they are unhappy with.
  2. 02Root cause analysistraces those complaints back to the point where they start.
  3. 03The cause is removedthrough a process change, a fix on your side, or AI taking on the task.
  4. 04Complaints falland the same data keeps checking that they stay down.
In practice · One UK insurer

Renewals automation was delivered end to end in two months, freeing the renewals team to contact customers proactively. Complaints reaching the chief executive fell by more than 11%.

Horizon scanning

The same data shows where new issues are entering the business, often before they become visible anywhere else, so they can be isolated and addressed early.

Digital expansion

Each problem we understand well opens up the next opportunity for automation, so the operation grows in capability one proven step at a time.

Your knowledge, on a dashboard

An extra tool for your organisation.

Everything the lifecycle learns becomes a dashboard for you. We use it to run and improve your contact centre. You can use it however you choose: with your board, your product teams or your regulator.

Contact centre insightIllustrative
Why customers get in touch
Claim updates
Payments and changes
Policy questions
Renewals
Emerging issues
  • New query type in renewals
  • Rise in payment questions
Causes being removed
  • Proactive claim updates
  • Clearer policy wording
AI at work
  • New claims
  • Renewals
  • Quote follow-up
Principles

How our technology behaves.

Our own

Developed by VKY's engineers, and compatible with the platforms you already use.

Transparent

You can see what every agent is doing, at any time.

Honest with customers

Every agent tells the customer it is AI, and passes them to a colleague whenever they need one.

People decide

Every decision on a claim or complaint is made by a person.

Read the case studies →

To begin a conversation, write to info@vkyautomation.com. You will hear back from one of our founders.

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