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We help you drive productivity while transforming your customer & employee experiences with GenAI & Intelligent Automation.

Enhance

with AI & Automation

Elevate your organisation’s potential with cutting-edge solutions that elevate every interaction and transform operational excellence.
With a special focus on Government, Health and Aged Care, CX:AI helps you to drive the future of customer, citizen & patient experiences through AI & Intelligent Automation-driven service transformation.

Where CX, AI & automation intersect.

Where are you on your AI Journey? Identify strengths, uncover gaps, and guide strategic investments

Your goals:

1. Elevate Customer Experience (CX), service delivery, and employee experience.

2. Higher productivity and better decision making at lower cost and greater speed.

3. Reduce risk; fewer mistakes, less rework and increased quality.

4. Realise more revenue, faster.

These goals are not mutually exclusive.

We can help you prioritise the most rewarding opportunities to streamline work, increase operational efficiency and improve customer experiences - and then put them into action.

Take the next step.

Why AI and Intelligent Automation should be one of your strategic imperatives

Because it helps organisations find a higher level of efficiency, even as it enables more connection with customers and other stakeholders. With AI-driven sight, sound, language, and responsiveness, your business can foster better customer relationships, let employees avoid busywork, and present them with information to confidently make decisions in the midst of fast-paced business operations.

Using intelligent automation, an organisation can increase productivity and efficiency, improve the customer experience, lower costs, and make better decisions, faster. The goal is not to replace human experts but to free up their time for the kinds of strategic and nuanced activities that help grow the business and deliver exceptional customer experiences.

We can help you:

01. Discover & Evaluate

We know how important it is to start your AI & Automation journey in a way that sets you up for success. The stakes are high and you need to deliver real value to the business.

That’s why we’ll take the time to really get to know you, your challenges and desired outcomes. We’ll tailor our approach to your business and will guide you with our experience and know-how towards a strategy that’ll produce true results.

02. Design, Build & Automate

You’ve honed in on the business areas and processes where AI and automation can deliver game-changing value. But now you need to design and implement the plan to deliver digital workers that free your human employees from onerous tasks & processes.

Our talented team of thought leaders and practitioners is ready to help bring your AI and Intelligent Automation strategy to life.

03. Operate & Run

You’ve got Intelligent Automation initiatives up and running and the business is seeing value. Now you’re seeking ways to gain efficiencies and achieve scale.

It’s a balance of looking towards the future while ensuring existing automations are humming along. We know this is easier said than done. That’s why we’ve built an experienced team who can support and augment you in ways that make the most sense to your business model.

Services We Provide

Digital Workers

Intelligent Automation

Intelligent Automation is the integration of artificial intelligence, machine learning and process automation techniques with an organisation’s existing software & systems.

Your new digital workers overlay new capabilities and glue your systems together in new and powerful ways, getting things done more efficiently and freeing your team for more important things.

We provide UiPath‘s full suite of AI & Automation technologies, augmented with other key services, allowing us to solve for almost any business problem.

Ask us about:

AI Decision Intelligence

Accelerate and improve decision-making.

 

Rainbird.ai is Decision Intelligence software that allows for the codification of human expertise and knowledge into trustworthy AI models that automate complex decision making.

Rainbird replicates human reasoning and produces decisions that are transparent, auditable and explainable.

It can make real-time recommendations, take action autonomously, and learn from every decision made.

  • Make faster, better decisions
  • Reduce risks
  • Increase efficiency and scale
  • Automate fraud detection, credit, tax, law, claims – almost any kind of decision.
What is Rainbird? Introduction Video
Rainbird "Retrieval Augmented Reasoning" Demonstration

Customer Experience (CX) Automation

CX Automation is the intersection of artificial intelligence, process automation, and conversational interfaces blended to optimise customer experience. Your customers want to complete every task & interaction, no matter how minute, with the least friction possible.

We partner with leaders in conversational AI voice and chat including Curious Thing & Creative Virtual, to ensure that your customers have seamless and personalised experiences that exceed their expectations, fostering loyalty and driving business growth.

We can help you with:

Outcomes we deliver

Bespoke solutions that streamline processes for
Health & Aged care, Government, Financial Services, SME & Enterprise.

I am impressed with how quickly a bot solution can be developed. It’s great to work with experienced professionals who are so responsive to our business needs.

Hunter Water CorporationProgram Manager

Our new statement reconciliation bot is amazing! I just reviewed a reconciliation of one of our largest suppliers and it took me less than 5 minutes - it was beautiful!

St Vincent's Health AustraliaFinancial Operations Manager

We engaged Customer Science to review critical issues with our existing automation platform and code that affected our processes' speed, stability, and scalability. In response, a remediation project was executed that successfully redesigned the automations to address all issues.

Opal HealthcareCIO

Customer Science reviewed our intelligent automation platform and delivered an updated design document, helping ensure the platform conforms with best practices and meets the future needs of the Department.

Department of Industry, Science and ResourcesManager, Intelligent Automation

Customer Science Group provided expert advice on developing new business processes enhanced by automation, to improve efficiency and cut licensing costs. They facilitated workshops with key business stakeholders and provided recommendations which ultimately led to the development of new automations to help our business scale.

LegalStreamCEO

Frequently asked questions

How does AI differ from Automation?

Artificial Intelligence (AI) is fairly useless without Automation.

AI is concerned with creating software capable of mimicking human cognitive functions, and performing complex decision-making tasks such as language understanding, image recognition and problem-solving that can traditionally only be performed by people.

Automation provides the arms and legs; once the AI software has completed its task or made a decision, it is the automation software that is used to carry out the subsequent actions and complete the process.

What is Intelligent Automation (IA)?

Intelligent Automation (IA) refers to the integration of technologies like AI, Process Automation (Robotic and Digital – RPA and DPA), and machine learning to automate complex business processes that typically require human involvement. This can include decision making, natural language understanding, and learning from past decisions.

The Intelligent Automation toolkit includes capabilities such as Decision Intelligence, Communications Mining, Intelligent Document Processing, Predictive Analytics and AI-powered Chat and Voice agents.

How does IA differ from RPA?

Robotic Process Automation (RPA) is a form of automation that mimics human actions to perform repetitive tasks, following clearly defined rules. Intelligent Automation, on the other hand, extends far beyond RPA with a suite of AI & ML capabilities, allowing automations to handle more complex tasks that require decision making and adaptability.

What is Decision Intelligence?

Decision Intelligence is a discipline used to improve and automate decision making through AI and continuous feedback. It allows you to codify human expertise and knowledge into a model called a “Knowledge Graph” to replicate human reasoning. It produces decisions that are transparent and explainable.

When combined with automation, it helps organisations to make faster, better decisions, reduce risks, increase efficiency & scale, reduce costs and capitalise on opportunities more effectively.

What is Communications Mining?

Comms Mining uses a form of AI known as Natural Language Processing (NLP) and Machine Learning (ML) to extract insights and actionable information from various forms of business communication. This can include emails, chat messages, voice transcripts, CRM entries and other unstructured text-based communications.

It can understand the intent behind a communication, and is particularly valuable for improving customer service, enhancing employee engagement, monitoring brand reputation, and gaining insights into organisational communication patterns. Organisations can then make data-driven decisions, optimise processes, and improve overall efficiency and effectiveness.

What is Intelligent Document Processing?

Intelligent Document Processing leverages artificial intelligence (AI) and machine learning (ML) to automate the extraction, processing, and analysis of information from documents. IDP goes beyond traditional Optical Character Recognition (OCR) by incorporating advanced AI techniques to handle complex and unstructured data.

The latest approaches include “Contextual Understanding” which provides amazing results. The model will first identify the type of document it is looking at which then gives it context to the sort of information it can expect to find. Then, when digitising the text it goes far beyond simply trying to recognise individual characters; it looks at the individual letters (either typed or handwritten) within the context of a word or sentence to make better predictions and dramatically increase accuracy. GPT models can also leverage vision to understand information presented in an image.

How do I get started?

The first step is to understand your process(es). This could be to address a single pain-point, or a organisation-wide review. Once we have documented the “as-is”, we can plan the “to-be”. Then we build and deploy a Pilot for you, usually within 6-8 weeks.

Technology Partners

We work closely with leading AI and Intelligent Automation software companies