What is Neos Wave?
The short answer
Neos Wave is a managed customer service company. It runs your customer service with its people and its AI as one team, to one standard, in the tools you already use. Typical clients see a 4.6/5 customer rating and a 25% efficiency gain, and service is set up in 3–5 days.
People and AI, managed as one service
Most operations run AI and people as two services, and that is where repeated context, dropped promises and extra cost come from. Neos Wave runs them as one workflow, one standard and one price, however the work moves between people and AI.
The mix is a setting, not a project: 100% people, 100% AI, or anything in between, changed inside the running service rather than rebuilt.
Ways to work with Neos Wave
- A fully managed service: people and AI in one flow, on your existing tools, set up in 3–5 days.
- Extra people: distributed talent working to your process, on your platform, at your standard.
- An AI service: start with one AI-fronted service, such as AVA, the out-of-hours receptionist, running alongside your existing team.
- Getting your operation ready: a mystery-shop audit, four-mode CX design, or training your team to work with AI.
Services running today
Live managed services across retail (subscription support and order care), health (out-of-hours clinic reception and triage), housing (tenant triage on WhatsApp), luxury (virtual concierge, in-market and in-language) and automotive (pan-European marketplace support).
The team
30 years leading service, including inaugural CX leadership at Spotify and ASOS. Award-winning and globally distributed, with 95% of the team staying, so knowledge compounds instead of walking out. Cyber Essentials certified, NHS DSPT Standards Met, and UK GDPR compliant.
Common questions
How is Neos Wave different from a BPO?
A traditional outsourcer sells people, and AI arrives as a separate project with its own fees. Neos Wave runs people and AI on one workflow: turning AI on for a new task, changing a rule or bringing a person into a conversation happens inside the running service, not as a new project.
How does Neos Wave charge?
By time, conversation, customer, fixed fee, outcome, or a blend, under a published Master Services Agreement with bespoke work agreements underneath.
How quickly can a service start?
A managed service is typically set up in 3–5 days.
How does Neos Wave relate to Dual CX?
Neos Wave publishes Dual CX, the framework and research on customer service when both sides can have AI, and built its service to run all four modes of service on one workflow.