Contact centre services

Human Support and Digital Automation in One Service Experience

Automation handles the routine and the repetitive. People handle the unclear, the urgent and the upset — which is where they add most value.

Request a Demo See Contact Centre

The business problem

Fully automated or fully manual, both fail

A pure chatbot frustrates anyone with a genuinely urgent or ambiguous problem. A purely manual desk cannot keep pace at volume, and its response times vary with staffing. Buildings need both, with a clear boundary between them.

Automation failing on urgent or ambiguous requestsManual desks unable to hold pace at volumeResponse times varying with staffing levelsNo defined handoff between automation and people

The IntelliGrid approach

Automation first, people where judgement is needed

Routine requests are classified, prioritised and dispatched automatically. Anything urgent, ambiguous, repeated or emotionally charged is routed to an agent with the full context already assembled — the request history, the asset, the previous visits.

Routine intake handled without agent involvementEscalation to agents with full context attachedMultilingual coverage matched to the occupant baseEmergency requests on a separate, prioritised path

Capabilities

Service coverage

Phone

Staffed voice intake including an emergency hotline path.

Conversational intake with AI classification and agent fallback.

Monitored inboxes converted into tracked requests.

Mobile app

Occupant and tenant self-service with status visibility.

Web portal

Structured request forms for client and tenant users.

Multilingual

Coverage across the languages your occupants actually use.

Emergency handling

Defined priority-one procedures with command centre escalation.

AI assistance

Agents supported by classification, asset matching and history retrieval.

Ticket generation

Every interaction producing a measurable service record.

Workflow

Automation and people together

STEP 1

Receive

Request arrives on any channel.

STEP 2

Classify

AI determines category, location and asset.

STEP 3

Route

Routine work dispatched; exceptions go to an agent.

STEP 4

Assist

Agent handles judgement with full context.

STEP 5

Resolve

Work completed, occupant updated and record closed.

Business benefits

Agent time spent where judgement genuinely matters Consistent response times independent of volume Occupants able to use the channel they prefer Emergency handling separated from routine queueing Every interaction producing a measurable record