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Challenge
A major UK council required a self-serve customer service chatbot that worked out of the box. The platform needed to handle large volumes, support multiple channels and give accurate responses in real time.
Inform Communications needed to move quickly, but its internal teams were spread across multiple projects, and hiring new engineers through traditional pipelines was slow, expensive and risky.
The challenge was to bring in a dedicated engineering team able to deliver a fully functional, multi-channel chatbot without delays or recruitment overhead, and without compromising on quality or innovation.
Client Review
After having struggled with an agency for some time, it was a great relief to work with Innovify. The team helped me with all the project completion in a lot less time and I felt a great deal of trust and transparency from day one. Their team of developers have been an amazing contribution and have tackled all tasks with great efficiency and always before deadlines. They have really been a breath of fresh air for me.
Key Objectives
- Put a dedicated engineering team in place with immediate availability
- Accelerate development and reduce operational friction
- Build a multi-channel chatbot supporting voice, SMS, WhatsApp, Messenger and 30+ languages
- Reduce project risk through consistent delivery and clear communication
- Improve cost efficiency and avoid long recruitment cycles
- Enhance existing features while delivering new capabilities
Solution
A dedicated engineering team took ownership of the chatbot delivery pipeline.
- A high-performance team was assembled and onboarded rapidly, taking over active tasks without slowing ongoing work
- Development began immediately on new chatbot features and integrations
- A multi-channel architecture was implemented, supporting voice, SMS, WhatsApp, Facebook Messenger and 30+ languages
- Delivery processes were streamlined to reduce delays, miscommunication and operational overhead
- Continuous collaboration ensured adherence to council requirements, accessibility standards and public-sector service expectations
The platform went live significantly ahead of schedule, launching with more functionality than originally planned. The chatbot provided over 90% customer resolution capability, reducing inbound calls, emails and service centre load.
Results
- Dedicated team deployed at twice the speed of traditional hiring
- Product launched ahead of the client's deadline
- Multi-channel chatbot delivered with 30+ language support
- Over 90% customer resolution achieved through automation
- More than £90,000 in annual savings through reduced calls, emails and walk-ins
- A dedicated team that gives the client scalable, future-ready engineering capacity
Innovify builds production AI assistants and automation for organisations that need results quickly. Explore our AI & ML Development Services and AI Labs, or talk to our team.
