Conversational AI & Customer Interaction

Create customer interactions that feel personal at scale. We design and deliver bespoke conversational AI that blends open-source innovation with dependable engineering, so your customers get answers quickly and your team stays in control.

From first principles to production, we take on the hard problems - integrations, governance, and performance - building solutions that fit your workflows, protect your brand voice, and make measurable improvements you can see.

What Are Conversational AI Solutions?

Conversational AI enables real-time, context-aware communication between your business and customers across channels such as web chat, voice, and messaging platforms. By combining natural language processing, dialogue management, and machine learning, these systems can understand intent, respond accurately, and improve over time.

  • Chatbots automate routine enquiries, guide users through workflows, and reduce pressure on support teams.
  • Voice assistants and IVR automation improve call handling, route customers more effectively, and reduce time-to-resolution.
  • Automated messaging delivers fast, consistent responses across platforms like WhatsApp, live chat, and SMS - keeping service reliable even during spikes in demand.

With the right design, Conversational AI also becomes a measurable driver of better customer experience and operational efficiency. It can personalise interactions based on user history, hand off seamlessly to human agents when needed, and capture structured insights from every conversation - helping you spot recurring issues, improve self-service content, and continuously refine how support is delivered.

Platforms & Technologies We Work With

Non-exhaustive - depends on requirements.

  • LLMs (open & hosted)

    Llama, Mistral, Qwen, OpenAI / Azure OpenAI, Anthropic, Google Gemini, AWS Bedrock

  • Model Serving & Inference

    vLLM, Hugging Face Transformers, Ollama

  • Knowledge Retrieval (RAG)

    pgvector (Postgres), Qdrant, Weaviate, OpenSearch

  • Automation Channels

    WhatsApp Business Platform (Meta), Twilio (Messaging/Voice), Amazon Connect

  • Speech

    Whisper, AWS Transcribe / Polly, Google Cloud Speech

Where Customer Conversations Break Down

When customer contact volumes rise, teams often face fragmented journeys, inconsistent answers, and long waits that erode trust. Add regulatory obligations and rising expectations for 24/7 availability, and even well-run operations can struggle to keep quality high across every channel.

We tackle this by mapping your real journeys end-to-end, then engineering an assistant that connects to your knowledge and systems, routes confidently, and escalates safely. The result is faster answers for common needs, better continuity for complex cases, and clearer operational visibility so you stay in control.

Channel Fragmentation

Customers bounce between touchpoints and lose context; we maintain shared conversation state and carry key details across channels and handovers.

Slow First Response

Queues and manual sorting delay acknowledgement; we automate triage and provide instant, policy-aligned responses for priority intents.

Peak-Load Pressure

Spikes create backlogs and missed enquiries; we design for elasticity and controlled fallbacks to protect service levels.

Data Left on the Shelf

Valuable context is trapped in business tools; we securely surface approved customer and case data to enable relevant, personalised interactions.

Industries We Power with Conversational AI

Conversational AI delivers the most value when it reflects real operational pressures, customer expectations, and regulatory needs. We design solutions that work with how your teams operate - improving service outcomes across industries.

Telecoms

Automate billing queries, troubleshooting, and service changes to reduce queues and improve first-contact resolution.

E-commerce

Support product discovery, order updates, returns, and promotions with 24/7 assistance that scales during peak campaigns.

Healthcare

Enable appointment booking, reminders, and guided triage pathways while supporting secure handling of sensitive information.

Retail

Improve customer assistance with stock checks, loyalty queries, personalised recommendations, and smoother store-to-online journeys.

Travel & Hospitality

Simplify bookings, manage itinerary changes, and deliver real-time updates to reduce contact-centre load.

Education

Handle admissions queries, student support, and administrative workflows so staff can focus on higher-value engagement.

What You Gain from the Core Capabilities

Our conversational AI solutions strengthen customer interaction with a focus on measurable performance, brand consistency, and operational efficiency.

From Discovery to Go-Live, Done Properly

We don't deploy generic bots. Every conversational AI solution is built around your customers, your team workflows, and your operational constraints.

  • 1

    Journey Discovery & Requirements

    We review your current support journeys, common intents, escalation patterns, customer data sources, and compliance requirements.

  • 2

    Conversation Blueprint & System Design

    We map user flows, define intents/entities, design the tone of voice, and select the right tools for your environment.

  • 3

    Engineering, Integration & Roll-out

    We implement the solution, connect it to your CRM/helpdesk systems, test edge cases, and roll out in phases to reduce risk.

  • 4

    Enablement, Handover & Support Options

    You receive documentation, training, and clear operating models - plus ongoing optimisation and support through SLA-Based Technical Support or Dedicated Support Hours if required.

Why Choose OnyxSis?

The Team You Can Rely On

We are a hands-on engineering partner that takes ownership, communicates clearly, and stays accountable from first workshop to long after launch. Our work is grounded in open-source thinking and a belief that your business should retain power, visibility, and choice.

Open by Design, Bespoke by Default

We're passionate about open source and use it where it delivers real advantage, not because it's fashionable. Every engagement is tailored to your constraints, stakeholders, and operating model - no shortcuts, no one-size-fits-all delivery.

Outcomes you can expect

You can expect measurable improvements in customer-service efficiency, including faster response times and more consistent answers across channels. The result is a smoother customer journey and a support team freed up to focus on higher-value interactions.

You can also expect fewer avoidable escalations through tighter intent coverage and stronger knowledge retrieval - meaning fewer dead ends and better continuity for customers. We achieve this by designing an approach that fits your environment, rather than forcing platform-led compromises.

Support That Stays with You

After go-live, we monitor performance and customer behaviour, then iterate with you to keep quality strong as volumes, products, and policies change.

For stronger operational guarantees, we offer SLA-Based Technical Support with defined response targets, structured incident handling, and optional Dedicated Support Hours for tuning, enhancements, and rapid iteration.

If you want customer interactions that feel effortless, run reliably, and stay under your control, we're ready to build it with you.

Talk to Our Team

Frequently Asked Questions

Still have questions? Contact us - our team is here to help.

Design Conversations Customers Actually Finish

Remove friction, preserve context across handovers, and deliver an experience that feels personal - at scale.

Schedule a Discovery Call