Transform your chatbot into a strategic capability. Our chatbot solutions are designed to maximize containment by delivering accurate, complete, and contextually relevant responses, ensuring customers receive the right information every time. This not only improves customer satisfaction and trust but also reduces operational costs by minimizing the need for live agent intervention. Whether enhancing an existing live chat system or launching a conversational AI agent, we ensure that every interaction contributes to a smarter, more efficient customer journey.
Our Offering
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 who 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.
Beyond design and deployment, we help clients establish the structures and workflows needed to train and continuously improve their chatbots, ensuring the AI learns from every interaction, adapts to new customer needs, and becomes more effective over time.
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 make every customer interaction exceed all expectations.
Our approach/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 our 7-Step Chatbot Framework:
- Define Business Objectives and Use Cases
We begin by aligning chatbot strategy to business priorities whether that’s reducing contact centre volume, improving containment, or enhancing customer satisfaction. We identify and prioritize specific use cases (e.g., FAQ support, booking, onboarding, troubleshooting) that deliver the highest impact with the lowest complexity. - Map the Customer Journey for Specific Use Cases
We map customer personas and interaction pathways to understand intent, friction points, and escalation triggers. This includes designing clear human handoff protocols and defining what data travels with the conversation to ensure seamless transitions between chatbots and live agents. - Design the Conversation Flow
We apply conversational design principles to create intuitive, natural dialogues that reflect your brand voice. Each flow includes decision trees, fallback paths, and escalation logic, ensuring customers always feel understood — even when intent is unclear or complex. - Develop Response Generation Logic
We ensure chatbot responses are:
• Accurate – Sourced from verified and up-to-date content repositories.
• Complete – Addressing every element of the customer’s inquiry.
• Contextually Relevant – Personalized based on prior interactions, preferences, and sentiment.
We also help structure the knowledge base and response libraries to support ongoing learning and efficient updates. - Implement Containment Strategies
We develop mechanisms to maximize digital containment without compromising experience — ensuring customers stay within chat when appropriate and transition smoothly to agents when needed. - Project Manage and Operationalize:
We project manage all initiatives including back-end integrations, security and compliance, testing, and baseline KPI setup. We also design dashboards and reporting structures to track performance, accuracy, and adoption from day one. - Monitor, Analyze, and Optimize
We establish the processes and tools for continuous improvement post go-live. We track metrics such as containment rate, CSAT, resolution time, and dropout frequency/ volume, and train client teams to use analytics for intent tuning, new use case identification, and content refresh cycles. This ensures the chatbot stays aligned with evolving customer needs and business priorities.
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
