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Services / Conversational AIConversational AI

Resolve requests without losing the handoff.

SBL builds conversational AI for customer service, employee support, operations, and knowledge access. We connect assistants to approved data, escalation paths, case systems, and privacy controls so conversations become resolved work, not another inbox.

Book a conversational AI walkthrough →
01 Position

How do you resolve customer or employee requests without breaking escalation, privacy, or service quality.

Conversation to workflowThe assistant must know when to answer, when to collect information, when to open a case, and when to escalate.
Domain groundingResponses are grounded in approved content, policies, product data, service rules, and customer context.
Privacy by designTranscripts, PII, retention, access, and redaction are handled as part of the system design.
Measured serviceContainment, escalation quality, first-contact resolution, and customer satisfaction are tracked after launch.
02 Capabilities

Conversational AI capabilities. Built for production.

How do you resolve customer or employee requests without breaking escalation, privacy, or service quality?

Capability 01
Chat assistants
Build web, portal, and internal assistants for customer support, employee service, and knowledge access.
Control - Wrong-answer controlOutcome - production-ready delivery
→
Capability 02
Voice and IVR assistants
Add speech workflows where call deflection, triage, or guided service matters.
Control - Escalation controlOutcome - production-ready delivery
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Capability 03
Knowledge grounding
Connect approved FAQs, policies, product catalogs, ticket histories, documents, and systems of record.
Control - Privacy controlOutcome - production-ready delivery
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Capability 04
Case handoff and escalation
Route unresolved or high-risk conversations to people with context, transcript, and recommended next step.
Control - Brand/service controlOutcome - production-ready delivery
→
Capability 05
Conversation analytics
Monitor intent gaps, containment, escalation, quality, privacy events, and improvement opportunities.
Control - Integration controlOutcome - production-ready delivery
→

Production controls include wrong-answer control, escalation control, privacy control.

Book a conversational AI walkthrough →
03 Stack and integration

Built around your operating stack.

OpenAI, Anthropic, Azure OpenAI, speech services, Dialogflow-style platforms where required, Twilio, contact-center platforms, Zendesk, Salesforce Service Cloud, ServiceNow, Microsoft Dynamics, SharePoint, knowledge bases, vector databases, APIs, web chat, mobile, and portal experiences.

Stack spine

Built around your environment.

OpenAI, Anthropic, Azure OpenAI, speech services, Dialogflow-style platforms where required, Twilio, contact-center platforms, Zendesk, Salesforce Service Cloud, ServiceNow, Mi.

API
Integration
Cloud
Deployment
Ops
Support
Stack 01

OpenAI

Core delivery surface.

Stack 02

Anthropic

Integration option.

Stack 03

Azure OpenAI

Integration option.

Stack 04

speech services

Integration option.

Stack 05

Dialogflow-style platforms where required

Integration option.

Stack 06

Twilio

Integration option.

Stack CTA

Discuss your stack

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04 Industry applications

Applied where
the work happens.

The same service takes different shapes depending on data sensitivity, operating risk and the systems already in place.

B / 01BFSIaccount-servicing support, claims intake, policy questions, internal knowledge lookup, branch operations.→H / 02Healthcarepatient access support, payer questions, benefits navigation, operational triage with HIPAA-aware controls.→E / 03Educationstudent-service support, enrollment guidance, policy questions, IT help desk.→E / 04Energy and utilitiesoutage questions, field-service scheduling, account support, regulatory information access.→M / 05Manufacturingemployee support, maintenance knowledge, supplier questions, quality-process guidance.→L / 06Logisticsshipment status, exception support, warehouse help desk, partner inquiries.→

4,000+ projects delivered across regulated and operationally complex industries.

05 Delivery method

From decision to
production.

Each engagement moves from workflow clarity to architecture, build and operating ownership with measurable checkpoints.

Stage 01

Map

Identify conversation types, intents, escalation triggers, data sources, privacy rules, and success metrics.

2 - 4 weeks
Stage 02

Design

Define conversation flows, retrieval architecture, fallback behavior, handoff rules, and analytics.

3 - 6 weeks
Stage 03

Launch

Build assistant experience, integrations, testing suite, and supervised release.

8 - 24 weeks
Stage 04

Improve

Review transcripts, intent gaps, containment, escalations, and content updates.

Ongoing
07 Why SBL
20+yrs

SBL brings software engineering, data operations and delivery governance into one accountable team.

"They have a high level of expertise working with a range of historic documents. Since 2015, we have completed 247 projects with them."
Rose Staveley-WadhamData Operations Manager - FindMyPast
08 Engagement models

Choose the right shape for the work.

Start with a focused assessment, a defined build, a dedicated team or managed operations depending on risk, scope and ownership.

01

Conversational AI readiness sprint

Best for intent mapping, knowledge readiness, and platform decision.

Best for intent mapping, knowledge readiness, and platform decision.
02

Fixed-scope assistant build

Best for one service area or internal help desk.

Best for one service area or internal help desk.
03

Contact-center AI program

Best for multi-channel service operations with governance and analytics.

Best for multi-channel service operations with governance and analytics.
04

Managed assistant operations

Best for transcript review, content updates, quality monitoring, and continuous improvement.

Best for transcript review, content updates, quality monitoring, and continuous improvement.
09 Contact

Bring us the conversations your team repeats every day.

We will map what can be resolved by AI, what needs escalation, and what data the assistant must trust before launch.

Reply within one business dayNDA available before technical discussionsSenior delivery input from the first callClear recommendation, whether we work together or not