Pressure to deliver on AI, and no clear place to start.
AI that customers are glad to talk to
Most AI projects stall because they start with the technology. We start with your contact: which conversations AI can handle well, which need a person, and what it is worth. Then we build it, prove it against your own numbers and hand over only when it works.
Every conversation logged for auditHuman handover on
Vulnerability spotted: passed to a specialist with notes
Trusted by teams where every conversation counts
Sound familiar?
What leaders told us about AI before we started
In their own words, from organisations we have spoken to this year. The pressure to use AI is real. So is the worry about getting it wrong.
“If you're just introducing AI into chaos, we're just going to get chaos, so it has to be very structured.”
AI and transformation lead, charity
“If I get asked by my management partner... who's using AI? I wouldn't know.”
IT director, law firm
“That jumping off ramp to a human in any of this is really, really high on my list.”
Customer experience lead, building society
“We will not just buy something in for the sake of buying something in, because it's AI. We need to make sure it works.”
IT director, law firm
“That is the concern, just having people constantly stuck in a loop, and not being able to get the answers that they want.”
Operations director, law firm
“Jump straight to AI agents from where we are now... that is simply not plausible. And I certainly will have a sleepless night if we did that.”
IT lead, law firm
What changes?
One evening enquiry, two very different outcomes
Closed until 9am3 attempts, 1 customer lost
7:04pm Calls about a deliveryClosed. A recorded message asks them to call back tomorrow.
7:10pm Tries the chatbotIt does not understand the question and loops back to the menu.
9:00am Calls againWaits 12 minutes and explains it all again.
9:20am Orders from a competitorThe sale goes elsewhere, and nobody knows why.
An AI agent that knows its limits1 call, 3 minutes, sorted
7:04pm Calls about a deliveryAnswered at once. The AI agent checks who they are and finds the order.
7:06pm A new slot bookedDelivery moved and a text confirmation sent.
9:00am Nothing to chaseThe team see a summary. No call back needed.
Illustrative example
What can AI take on?
Four places AI earns its keep in customer contact
Routine questions, day and nightOrders, bookings and account updates resolved on voice and chat.
Callers identified firstIdentity and reason for contact captured before anyone picks up.
An AI receptionistYour main number answered, routed and messages taken when you are closed.
A person one step awayClear rules for handover, and nobody repeats themselves.
Is it safe?
Built with guardrails from the very first call
Your data stays yoursHeld in the UK or EU, never used to train anyone else's models.
Clear limits on what AI decidesIt handles the routine and flags the rest. People make the judgement calls.
Every decision loggedA full audit trail your compliance team and regulator can follow.
Tested before customers hear itProved on one journey against your own numbers before it goes wider.
Live callInbound, 14:02AI agent
CallerI lost my job last month and I cannot make this payment.
Identity verifiedVoice match and date of birth0:18
Reason capturedPayment holiday request0:31
Vulnerability flaggedMentions a recent job lossPriority0:40
Passed to a specialistSummary and notes attached, nothing asked twice0:52
Logged to the audit trail. Illustrative example.
20%shorter calls at Bromcom
100%of calls quality checked at MBS
Client result80%less time lost to admin for fee earners at Ashtons Legal.
We thought we just needed to upgrade our phone system. Fortay helped us see we were thinking way too small.
Ben HallattCOO, Ashtons Legal
More client results
Record100% of client conversations
Shortencalls by 20%
Cutcost per contact by 30%
Answer100% of calls
Why they chose us
“Thank you for all your help and support. You've made it a really easy process for us.”
Customer experience lead, infrastructure group
“We need some CX specialist support... It's a housing association at the end of the day. It's not a CX company.”
Contact centre lead, housing association
“We've never done it before, and we don't really have any down times. That's why I asked you to help us with it.”
IT lead, facilities management company
Which AI?
The AI that fits your customers, not the loudest launch
Every platform now claims AI. What matters is how well it handles your customers, joins to your systems and hands over to your people. We test the options against your real conversations, so you invest in what works, not what demos well.
Tested on your real conversations, not a scripted demo
Joined to your CRM, telephony and knowledge base
The true cost and the return, set out upfront
Governed to meet what your regulator expects
AI, automation and compliance
Built into the platform you use
Plus the leading AI models
How does a project run?
A proven approach, shaped by more than 150 projects
01
Find
We look at your real contact to find the conversations AI can handle well and what each one is worth.
02
Prove
One journey, live with real customers, measured against your own numbers before you commit.
03
Scale
More journeys added in stages, with handover rules and governance agreed as you go.
04
Improve
We stay on to tune, retrain and report on what AI resolved and saved each month.
What do people ask?
Common questions
Will AI replace our people?
No. It takes the routine work so your people can focus on the conversations that need care, judgement and experience.
Where is our data held?
In UK or EU data centres, encrypted, and never used to train anyone else's models. You own it.
How do we know it is working?
You see what AI resolved, what it handed over, how quickly and how customers felt, against the baseline we set together.
Do we need our own AI team?
No. We bring the specialist skills, so your team can focus on running the service rather than learning a new technology.
Not sure where to start?
First steps that meet you where you are
Start here
The conversation scorecard
3 minutes, free
Ten questions on how customers reach you, what gets recorded and what you could evidence tomorrow.
Rather talk it through? Mark Taylor, founder, will give you 30 minutes, no sales pitch.Book a call or email us