Transform your chatbot into a strategic capability. Our chatbot solutions are designed to maximize containment and deliver exceptional experiences across digital touchpoints. Whether enhancing an existing chat system or launching an advanced AI-driven conversational agent, we ensure that every interaction contributes to a smarter, more efficient customer journey.
Our chatbot consulting approach
Improve support efficiency and customer satisfaction through intelligent chat containment strategies. Enable more customer issues to be resolved within digital channels by reducing customer effort and without compromising experience or accuracy.
Our expertise spans four distinct types of chat:
- Live Chat: Real-time, human-to-human support where a strong personal touch is required.
- FAQ-Based Chat: Scripted, rules-driven responses that help streamline common inquiries. This is easier to implement to reduce frontline volume.
- AI-Driven Conversational Chat: Natural language models that enable more dynamic, intent-based conversations suited for businesses that have structured knowledge bases and are ready to take their customer experience to the next level.
- Agentic AI Chat: This is where autonomous or semi-autonomous AI agents handle complex requests, connect with back-end systems, and deliver end-to-end outcomes for each customer.
From simple FAQ flows to advanced AI agents, we ensure every layer of the chat experience is optimized for containment, accuracy, and continuous learning, turning chat into one of the most efficient and effective channels in the support ecosystem.
To achieve this, we bring together customer journey mapping, conversational design, AI model optimization, and frontline adoption strategies. Whether an organization is launching its first AI initiative or fine-tuning a mature support stack, we provide the structure and expertise to ensure every customer interaction exceeds expectations.
Our chatbot methodology
We tailor projects to meet your unique needs, following a proven, phased methodology to quickly identify challenges, uncover root causes, and deliver impactful solutions. While each project is customized, most follow these key phases:
- Current State Assessment
We collaborate with your team to evaluate the current state, identify key challenges and opportunities for improvement, and develop a roadmap for change. This includes analyzing your business model, documenting pain points, and aligning on priorities through interviews and workshops. - Solution Design
We design the future state by refining processes, organizational structures, and technology frameworks. This phase also includes designing customer journeys, establishing performance scorecards and governance guidelines. - Roadmap
We create a clear roadmap with defined milestones, workstreams, and potential risks, ensuring smooth progress through tracking systems and regular project cadences. - Implementation
We provide end-to-end implementation support, including project management, change management, and training, ensuring a seamless transition from strategy to execution.
Why choose Burnie Group
- Burnie Group brings extensive experience in designing and implementing Chatbots through projects across several industries including banking, insurance, and telecommunications leveraging technologies like automation, machine learning, and AI
- Our experience spans the full omnichannel ecosystem – ensuring seamless integration between chat, IVR, agent desktops, and back-end systems
- We bring senior leaders directly into every engagement, ensuring clients benefit from both deep expertise and practical experience
- We focus on doing what’s right, not what’s easy—helping leaders make bold, sometimes difficult, choices that create sustainable value
- We have deep expertise with leading contact center technology platforms, including Genesys, NICE, IEX, Avaya, Verint, AWS, Interactions, Cogito, and Intradiem
- We possess deep Chatbot expertise covering all aspects, including functional capabilities, optimization, design, testing, and implementation. We collaborate with leading technology partners to ensure seamless execution
Our contact center leaders
