High-quality customer contact. AI economics.
Hi, my delivery was supposed to arrive on Friday and it hasn’t turned up. The tracking still says “in transit.”
Hi Sarah, sorry your box is late — I know how much you’re relying on it. I can see order #48291. Let me check the tracking now.
Can you reship? The girls are down to their last two meals.
One thing before I do — your notes show Poppy reacted to the new lamb recipe last month. I want to bring Ellie in before we reship, so she can check whether the box needs adjusting.
Hi Sarah, Ellie here — I’ve got the full thread. I’ll swap the lamb for chicken, send it overnight at no charge, and monitor it personally. Sound OK?
Rosie Hi Sarah — did the replacement arrive, and how is Poppy?
Sarah It arrived this morning. Poppy’s much better on chicken.
Rosie Glad to hear it — I’ve flagged chicken for future boxes.
Preference updated · ticket closed · AI continued the queueRosie is our AI. Ellie is our team. One service, one standard. One conversation.
This whole conversation, including follow-up, typically costs £1.
Beyond a standard BPO. One workflow, one standard and one price — however the work moves between people and AI.
A client asks: "I want the AI to start handling cancellation requests from customers." Same request, two approaches.
What we deliver beyond a standard BPO
What a typical client can expect
People and AI, one flow. On your existing tools. 3–5 day set up.
Talk to usStart from where you are. Move when you're ready.
Distributed talent working to your process, on your platform, at your standard. A step toward the full service, or as long as you need.
Start with one AI-fronted service — like AVA, our out-of-hours receptionist. Runs alongside your existing team, on our operating framework. Expand into a managed service when you're ready.
Mystery-shop audit, four-mode CX design, or training your team to work with AI. So when you move to a managed service, you already know the shape.
How you pay
We can easily price by time, conversation, customer, fixed fee, outcome, or a blend.
We operate on a standard master services agreement, with bespoke work agreements that sit underneath. See the Master Services Agreement →
Try it. Where do you sit today?
Choose one of our pre-built AI services, or we build one custom. Runs standalone or connected to your stack. Our team behind it for escalation, knowledge, and continuous improvement.
Talk to us about this →Augmenting an in-house team on customer care for a dog food subscription brand.
Our team runs alongside theirs, working to the same process and standard. Same tickets, same tone — lower cost, no rebuild.
Mode mix People · Human ↔ Human
Multilingual concierge customer care across EMEA, US and LATAM.
In-market, in-language, on-brand. A dedicated team that reads Zegna as if it were their own house, backed by process that scales across three continents.
Mode mix People · Human ↔ Human · Human ↔ Brand AI
AVA, our AI out-of-hours receptionist, curated for the clinic.
AVA answers the calls the clinic used to miss — books, triages and hands off to a person when it matters. Revenue that used to sit in the answerphone now pays for the service.
Mode mix AI service · Human ↔ Brand AI
Responsible AI, an award-winning team, certified security and a fair commercial partnership.
Vulnerability stops the automation — by default, not by configuration. Every AI decision traces back to a known source. The balance between AI and people is a setting per task, on a platform we own. No lock-in on model, data or process.
Proprietary30 years leading service, including inaugural CX leadership at Spotify and ASOS. Award-winning, globally distributed, and 95% of the team stay — so the knowledge compounds instead of walking out.
Cyber Essentials certified. NHS Data Security and Protection Toolkit. UK GDPR compliant, with your choice of data location and cloud.
Clear contracts with no nasty surprises. Flexible terms, and notice periods that work both ways.
Built on the Service Handshake — a managed-service standard we authored and published (CC BY 4.0).
Live managed services, across AI and people.
Clients today, and the brands our team led service for before Neos Wave.
Most of our work comes from recommendation.
Your customers are already sending AI to your contact centre, and most operations can't tell when it's happening. We ran the field test that proved it — a consumer AI we built passed identity checks and negotiated resolutions inside live contact centres of multi-national brands. No agent realised.
This is Dual CX. It's the reason we built Neos Wave to run all four modes on one workflow.
Customer service used to be a two-body problem — a customer and a brand. It isn't anymore. This is Dual CX.
Your biggest line, still priced in seats and minutes — and every point of margin sits here.
A person calls, a person answers. The traditional model.
A customer talks to your AI. Voice, chat, deflection metrics.
Where the exposure is arriving. Unpriced, unmanaged, and already inside live contact centres.
The customer's own AI agent contacts you. It looks like normal traffic. It isn't.
Two agents negotiate an outcome. Fast, cheap, and almost entirely ungoverned.
An operation that can't tell who it's talking to commits without authority, discloses to unverified parties, misses vulnerability, fails machine-speed verification, and can't defend the complaint that follows.
None of it looks like a failure at the time. It looks like normal handling — until somebody asks.
Modes 1 & 2 are where cost comes out. Modes 3 & 4 are where CX gets designed next. The market has split into two camps. Neither is built for both.
Two roads. Neither goes where service is going. Talk to the team building the third.
Start a conversationWe published Service Handshake as a commercial and academic standard, to help companies handle AI-to-AI service. We're not adapting to this shift. We defined it.
Talk to AI Maria — she can talk about Neos Wave, the Service Handshake, Dual CX, and how we work. Or leave a message.
Ask about Neos Wave, the Service Handshake, Dual CX, or how we work. Voice, in the browser — no dial-in.
Prefer email? hello@neoswave.com — or leave the details below.
