The authority on AI + Human conversations.

The leading authority on what wins and what converts when AI and people talk to your customers.

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Can I change my order? Yes, all done. I'd like to talk to someone. Passed to Sam Hi, Sam here. I can help. Learning from every conversation Each one makes the next one better.

Proof, not promises, about AI and people working together.

Ten channels, one standard

Voice, SMS, WhatsApp, email, Instagram, Messenger, X, TikTok, LinkedIn and web chat, all measured the same way.

Where AI hands over to a person

The moment a human steps in decides whether the customer stays. We measure when it should happen and how.

The Channel Index

We score each channel on speed, problems solved first time and customer satisfaction.

White papers

Clear write-ups of what we find, checked by people outside the team.

Data you can use

See how your own conversations compare, and where to improve first.

Ten channels. Measured side by side.

WhatsApp Voice Email SMS Instagram Messenger Web chat X LinkedIn TikTok

Four steps before anything is published.

1

Collect

Real conversations, anonymised and shared by partner organisations, then labelled by trained reviewers.

2

Test

Fair trials that compare one approach against another, set up in advance so the result cannot be bent.

3

Analyse

Every result shows its range and sample size. We publish the results that did not work too.

4

Review

At least two outside academics check each paper. The data and code are kept for anyone to re-run.

Findings for your kind of business.

Estate agency and lettings

Financial services

Healthcare

Retail

Energy and utilities

Hospitality and travel

Local government

Automotive

What real conversations show.

From 9,579 real enquiries at one UK letting agent, handled by AI over 117 days.

18 seconds
Typical reply time, at any hour
82 a day
Enquiries answered
1,580 hours
Team time saved, about 2.6 full time negotiators

61% of enquiries came out of hours

  • Evenings1,574
  • Weekends1,466
  • Late night1,079

9pm was busier than 9am

  • 9pm518
  • 9am307

Sunday beat Saturday too, 1,020 enquiries to 951.

What 9,579 enquiries became

  • Qualified6,742
  • Viewings4,606
  • Hot leads3,565

30 April to 25 August 2026. Reply time comes from a sample of 199 conversations.

Book a consultation.

Explore the data with us and learn how we could help you take advantage of conversational AI.

Consultation

£1,500

45 minutes, plus VAT

  • Explore the data for your industry
  • Learn what AI could do for your customers
  • Leave with clear next steps

Make every conversation count, AI and human.

Explore the data with us and see how we could help.

Book a consultation