Wherever you are in your CX journey, we can optimize it
Whether you’re weighing up a first AI investment in CX, rolling out a new system or trying to get more from one that's underperforming, Otonomee helps you get the most out of your next move.
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Great things happen when you fix your CX
The end goal is never AI. It’s great experiences that make your customers never want to leave.
Great CX comes from powerful tech and exceptional people. We help you automate everywhere it makes sense, designed and delivered by skilled, experienced professionals who know what truly matters.
Capabilities all tailored towards your target outcomes
Whether we are implementing AI or optimizing your current technology, the same five disciplines do the work. All of them are grounded in what we’ve learned running live, complex global support operations every day.
Find out where you actually stand
A structured diagnostic before any decision is made.
An initial assessment is the starting point for many CX Optimization engagements. We’ll map how your support operation actually runs, assess the technology behind it, and give you a clear, ranked view of what’s working, what isn’t, and what’s worth doing next.
- Map your process and find what’s next
- Evaluate your technology strengths, gaps, and AI readiness
- Prioritise high-impact, repetitive customer interactions
Great support needs a great knowledge base. We build both.
Audit, build and manage the knowledge base that powers your AI and agents.
The most common reason AI systems underperform is rarely the model capabilities. It’s what the model is working with. We audit, build and manage knowledge bases that deliver more resolutions, faster.
- Deploy AI solutions built for live operations
- Configure workflows, integrations, and governance
- Optimize for reliability, scale, and outcomes
From decision to live, in expert hands
Platform-agnostic implementation built for how support actually runs.
When the diagnostic points to a build, we implement it to real operational standards, not demo environments. Because we run global operations every day, we build for the realities of live and highly complex support needs.
- Audit your knowledge base for gaps and duplication
- Build trusted knowledge for AI performance
- Improve every customer interaction with quality knowledge
Score every interaction. Coach what matters.
QA design and management for operations that take CX seriously.
Quality is an ongoing discipline. We design the framework: sampling and scoring methodologies, coaching workflows and tooling suggestions. Then we manage it through periodic reviews, coaching recommendations and recalibration as your business evolves.
- Define quality standards that reflect your brand
- Measure performance with scorecards and quality frameworks
- Optimize through regular reviews, feedback, and coaching
Understand what your customers are really telling you
Customer intelligence from the interactions you’re already having.
Every customer conversation (voice, chat, social and beyond), contains a deep well of intelligence. We find the signal and unearth valuable insights and priority actions on an agreed cadence, giving you a clear picture of what’s really happening, and what to do about it.
- Measure what matters against your goals
- Uncover trends, issues, and opportunities across channels
- Close the loop with actionable recommendations
Wherever you are, we’ll help you take the best next step
AI Readiness Assessment
Know before you spend
“Everyone's telling us to add AI. We're not sure we're ready, or what to do next.”
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Fin AI Implementation
Get Fin right the first time
“We've chosen Fin. Now we want to set it up to succeed.”
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AI Agent Optimization
Close the gap
“Our AI agent is live, but resolving less than we hoped.”
Not sure where you fit? A short conversation will tell you where you actually stand
Why leading brands choose Otonomee for their CX optimization
Our People
Operators, not just advisors
The people guiding your AI decisions are the same professionals who run complex global customer operations every day. You get a service grounded in great practice, not good theory.
Our Approach
CX-first and evidence-led
We start from what you and your customers need, not what a platform might sell. Tailored to how your operation actually runs, we always recommend action that’s grounded in evidence.
The Outcomes We Deliver
Customers who don’t want to leave
The goal is never automation for its own sake. It's more and better instant resolutions, the right things escalated to the right people and customers who feel heard, not just processed.
Let’s start with a conversation
Most engagements begin with a short call to understand where you are and what you're trying to achieve. From there, we'll point you to the right starting point.
- An assessment, if you're still deciding
- An implementation or an optimization, if you're further along
- Or no engagement at all, if that's the honest answer
Frequently Asked Questions
CX optimization is the work of improving how a customer experience and support operation performs, through better processes, knowledge, quality and AI technology. At Otonomee, it means starting from what your customers need and using the right mix of automation and skilled people to get there, rather than adding in technology for its own sake. CX optimization should cover everything from assessing whether you're ready for AI, to implementing it, to fixing it when it underperforms.
No. The strongest operations use AI and people together. AI resolves high-volume, repetitive queries at scale, and is rapidly getting better at taking personalised actions on behalf of the customer. Backed by this technology, skilled, experienced people are then freed up to handle the more complex, high-stakes moments that need extra judgment and care. The goal isn't to remove people. It's to liberate them for the work that really needs them. Any approach that treats AI as a full replacement tends to damage the customer experience it was supposed to improve.
You're likely ready if you have consistent support content, clear volume drivers, and a defined standard for what a good interaction looks like. If these foundations are missing, you may not be ready yet. The most reliable way to know is a structured assessment of your operation before you invest. Otonomee's AI Readiness Assessment is built specifically for this scenario. It tells you whether now is the right time, where the biggest opportunities are and what you should do first.
It depends on your existing technology stack, support model and resolution goals. There's no single right answer for every business. The more important question is whether your operation is set up to get value from an AI agent investment. Fin AI (from Intercom) is a strong choice for many operations, and Otonomee is a Certified Fin Partner. If you've already chosen Fin, our Fin Implementation service configures it properly from the ground up. If you're still deciding, start with an assessment.
Low resolution is rarely the AI itself. It's usually something else, either the knowledge behind it, how it's configured or the fact that no one owns it after launch. AI agents resolve from your knowledge base, so stale, duplicated or poorly structured content is the most common cause. Otonomee’s AI Agent Optimization service is designed to diagnose which of these is holding you back, then fix those that can make the biggest impact.
They correspond to three key stages of a company’s AI CX journey. AI Readiness Assessment is for those still deciding whether and how to invest. Fin Implementation is for those who've chosen Fin and want it set up to succeed. AI Agent Optimization is for those already live who want a better resolution rate. If you're not sure which fits, a short conversation will point you to the right one.
Otonomee is a customer experience company that designs, builds and runs complex operations at global scale for enterprises and high-growth scale-ups. It's a certified B Corp with teams across four continents supporting brands in 20+ languages. Its CX optimization services bring that operational experience to AI decisions, which is why the approach is CX-first rather than AI-first.