Case studies

We led the transformation of a federal contact centre handling more than 5,000 inbound calls a month, replacing a legacy phone menu with conversational AI built on Microsoft Copilot, Genesys Cloud CX, Dynamics 365 and ElevenLabs voice.

The results: more than 60% of calls deflected from human agents, hold times eliminated, misdirected calls ended, and 24/7 self-service for people checking the status of their case. All delivered inside federal regulatory and AI governance requirements.

We rolled out AI across an entire firm, including Claude, Microsoft Copilot, ChatGPT, Gemini and Perplexity, to a workforce that was largely older and, at the start, resistant. Structured change management, company-wide sessions, one-on-one coaching, hands-on demonstrations and a little healthy competition moved people from avoidance to genuine daily use.

We built the governance frameworks to keep it safe, and developed multi-million dollar digital transformation proposals for mining clients spanning AI, IoT sensors and digital twins.

We delivered AI-enabled merchandise and assortment planning into a high-volume retail business, and brought a team used to manual, spreadsheet-driven planning across to AI-driven decisions.

The outcome: lower stock on hand, freed-up warehouse space and sharper inventory prediction. The harder win was the human one, managing the change and the fear as AI took over work people used to do by hand.