AI Studio is the tool for building and managing virtual agents. You describe what you need in plain language, and it helps you create an agent that works on voice and digital channels.

Will AI replace my agents?

No. AI deals with routine questions and paperwork, such as call summaries. Your agents take the conversations that need judgement, empathy or a decision.

Can customers always reach a person?

They should be able to, and we recommend building that in. A virtual agent can pass the customer to a person, along with the details it has already collected.

Does it work on voice and chat?

Yes. Virtual agents can work on voice and on digital channels. Customers get the same help however they contact you. See our omnichannel guide.

Is it safe for customer data?

You stay responsible for personal data under UK GDPR, and we help you set the system up with that in mind. Ask us about how data is handled for your set-up.

What is Agent Assist?

Agent Assist works beside your agents during a call. It offers real-time prompts, adaptive scripts and awareness of customer mood, then writes the call summary and fills in CRM fields afterwards.

What is speech analytics?

Speech analytics turns recorded calls and voicemails into searchable text, then finds topics, trends and customer sentiment across them. Supervisors use it to coach agents and check quality.

Can AI work in other languages?

Transcription and translation can help you serve customers in more than one language. Tell us which languages matter to you and we will confirm what is available.

Can we use the AI tools we already have?

In many cases, yes. The platform supports a choice of AI providers alongside its built-in tools. Tell us which you use and we will confirm what is possible.

What is the first thing to automate in an AI contact centre?

Start with routine work. After-hours cover, opening-hours questions and call summaries are common first steps.

Can an AI contact centre work with my CRM?

Yes. It can connect to many CRM systems. Summaries and details are then saved to the right record. Tell us which CRM you use.

How does an AI contact centre know what a customer wants?

It listens to the words and the context, then matches them to topics you have set up. If it is unsure, it passes the customer to a person.

Can agents see what the virtual agent said?

Yes. The conversation and any details collected are passed on at handover. Customers do not repeat themselves.

How do AI call summaries work?

The system turns the call into text, then picks out the key points, decisions and follow-ups. Agents can check and edit the summary before it is saved.

Do I need technical skills to use AI Studio?

No. You describe what you want in plain language, and the builder creates a first version. Our team can help with set-up and testing.

Will an AI contact centre change how my agents work?

It changes the mix of work. Agents spend less time on routine tasks and paperwork, and more on conversations that need a person.

Can I try an AI contact centre on a small scale first?

Yes. Many teams start with one queue or one use, such as after-hours cover, and expand once they are happy with the results.

Can AI listen to calls as they happen?

Yes. Real-time speech analysis writes a live transcript and can suggest next steps while the agent is still talking. People stay in charge of what is said and done.

What does AI not do well?

AI can struggle with unusual requests, strong accents and emotional conversations. That is why a clear route to a person matters, and why you should review what the AI says each week.

AI-Powered Contact Centre

An AI contact centre uses artificial intelligence to answer simple questions, guide agents and write up conversations. People step in whenever a customer needs one.

Curious what it could do for your team? Call us and we will suggest a sensible first step.

Call 01325 647000

Explore CCaaS

What Is an AI Contact Centre?

An AI contact centre uses artificial intelligence to help with the work around every call and message. It can answer simple questions, route customers, write up conversations and spot trends.

People stay in charge. The aim is to free your agents for conversations that need a human. It also gives supervisors a clearer view of what customers are saying.

Customers get help at any hour, on voice or digital channels
Agents spend less time typing and searching
Managers see patterns across every conversation

Ask About AI

Professional on a phone call, supported by AI call summaries in an AI contact centre

AI Studio: Build Virtual Agents in Plain Language

AI Studio is where virtual agents for your AI contact centre are created and managed. You describe what you want. The builder helps you turn it into a working agent that you can test and switch on.

One virtual agent can work on voice, web chat, SMS and messaging apps
Graphical scripting and ready-made links to your business systems keep IT effort low
It answers routine questions around the clock, and keeps your team free for complex ones
When a person is needed, the customer is passed across with the details already collected
Individual users can set up a personal agent to screen calls or cover after hours

Virtual agent● Online

Hi, are you open on bank holidays?

Hello! We are closed on bank holidays, but I can take a message or arrange a callback.

A callback please.

Done. Someone from the team will ring you on the next working day.

Voice · Chat · SMSDetails passed to your team

For illustration only. The screens and messages shown are examples, not real customer data or live systems.

Agent Assist: A Helping Hand on Every Call

Agent Assist works beside your agents inside their workspace, as a core part of an AI contact centre. It listens to the conversation and offers help at the moment it is needed.

Real-time prompts and guidance, including scripts that adapt to the call
Awareness of customer mood, which helps agents adjust their tone
Automatic call summaries and pre-filled CRM fields, ready when the call ends
Cues for related products or services, based on what the customer says

The result is shorter wrap-up time, fewer errors and quicker confidence for new starters.

Agent workspace · Live call

Live transcript

Customer: My order has not arrived.

Agent: I am sorry about that. Let me check it for you.

Customer: It was due on Monday.

Customer mood

Concerned, improving

Suggested next step

Offer a tracked re-delivery and confirm the address.

Summary written for youGuidance in real time

For illustration only. The screens and messages shown are examples, not real customer data or live systems.

Conversation Intelligence: Learn From Every Call

Speech analytics and quality management turn recordings into something you can use. Calls and voicemails are transcribed, with each speaker kept separate. You can then search and review them in minutes.

Spot topics, trends and key phrases across your conversations
Track customer sentiment as a measure of engagement and empathy
Score interactions against your checklist and coach with real examples
Check that your team follows your processes and the rules that apply to you

It is not only for agents. Managers and other staff who speak to customers can use it too.

Conversation analytics · This month

Positive sentiment

72%

Calls reviewed by day

Topics found

DeliveryRefundsBillingBooking changesComplaints

Coaching moment foundSearchable transcripts

For illustration only. The screens and messages shown are examples, not real customer data or live systems.

Right People, Right Time

Workforce engagement tools use AI to help supervisors plan, support and coach their teams.

AI Forecasting

Predict demand by day and hour from past patterns. You then know how many agents you need.

Automated Scheduling

Build rotas that match staff to expected demand, with fewer gaps and less burnout.

Coaching Suggestions

Supervisors see alerts and recommendations in one workspace, on desktop or mobile.

Automated Workflows

Repetitive tasks run on their own, and difficult cases are escalated to the right person.

Where Does AI Help Across a Call?

Before the Call

A virtual agent greets the customer, understands the request and collects the details.

During the Call

Agent Assist offers prompts, a live transcript and a read on customer mood.

After the Call

A summary is written, CRM fields are filled in and the interaction can be scored.

Over Time

Analytics show topics and trends, and highlight coaching moments.

Flexible, Connected and Built Around You

Bring your own AI. Use the built-in tools, or work with the AI providers you already prefer.
Connects to your systems. Links to your CRM and other business apps keep details moving.
Many languages. Transcription and translation help you serve customers in more than one language.
Voice, video and digital. The same insight follows the customer across every channel.

Tell us which systems and providers you use, and we will confirm what is possible.

Smiling team member using an AI contact centre tool on a laptop

Using AI Responsibly

Tell Customers

Let people know when they are speaking to a virtual agent.

Keep a Person Available

Make it easy to reach a human whenever the customer asks.

Protect Personal Data

Handle customer data in line with UK GDPR, and keep only what you need.

Check the Results

Review what the AI says and does, and adjust it when it falls short.

Good Places to Start

You do not need to turn your whole AI contact centre on at once. Many teams begin with one small use and build from there.

After-hours cover with a virtual agent
AI call summaries for your busiest team
Speech analytics on a sample of calls
Agent Assist for new starters

Key Terms for an AI Contact Centre

AI brings new words into the contact centre. Here is what they mean.

The wordIn plain English

Virtual agentAn automated assistant that answers calls and messages and takes simple actions.

Speech analyticsSoftware that turns recorded calls into text and finds topics and trends.

SentimentA read on how a customer feels, such as pleased or concerned.

TranscriptionSpoken words turned into written text, with each speaker kept separate.

Agent AssistReal-time prompts and summaries that help agents during a call.

HandoverThe moment a virtual agent passes a customer to a person.

Common Mistakes With an AI Contact Centre

AI works well when it is planned with care. Avoid these errors.

Starting too big. Begin with one use, such as after-hours cover.

Hiding the AI. Tell customers when they speak to a virtual agent.

No route to a person. Always offer a handover.

Skipping checks. Review what the AI says and does each week.

Ignoring data rules. Handle personal data in line with UK GDPR.

How to Choose an AI Contact Centre

Look for these points when you choose an AI contact centre.

Virtual agents you can build and change in plain language
Voice and digital channels from the same agent
Real-time guidance and automatic call summaries for agents
Speech analytics, quality scoring and coaching tools
A clear handover to people, with details passed on
Support that is based in the UK

We can help you pick a first use for your AI contact centre and build from there.

Agent and team leader on headsets reviewing a call in an AI contact centre

Where Does an AI Contact Centre Help Most?

An AI contact centre suits any team with steady, repeatable work.

After-Hours Cover

A virtual agent greets callers, answers common questions and takes messages when your team has gone home.

Busy Periods

Simple requests are handled automatically. Your agents keep their time for people who need them.

Quality and Coaching

Speech analytics finds patterns in conversations. Supervisors coach with real examples.

New Starters

Real-time guidance and call summaries help new agents feel confident from their first week.

Questions to Ask Before You Start

These questions help you plan an AI contact centre that fits your team.

Which calls and questions take the most time?
Which of those are simple and repeatable?
What should the virtual agent say, and when should it hand over?
Who will review what the AI says each week?
Which systems must it connect to?
How will we tell customers that AI is in use?

We can work through these with you and build a first use for your AI contact centre.

Recognition Behind Our Contact Centre Service

AI needs careful set-up and sensible limits. It matters who guides you. In 2026 the platform we install collected two Gold awards. In 2025 it reached Leader status in the GigaOm Radar. Blake Telecom also holds a Corporate Vision title.

Gold · 2026

Stevie® Awards

Customer Service Team of the Year

At the 24th American Business Awards in April 2026 the platform won this title. It also took Gold for Achievement in Management, two Silvers and a Bronze.

Gold · 2026

NY Product Design Awards

Product UX

Gold in April 2026 for the platform’s mobile workspace, which puts calls, video and team chat into one screen.

LEADER

Leader · 2025

GigaOm Radar

Contact Centre as a Service

Placed as a Leader and Fast Mover in the 2025 GigaOm Radar for CCaaS. The review weighs contact centre platforms on features and how quickly they develop.

Most Trusted Business Communications Specialist 2026, UKAwarded to Blake Telecom by Corporate Vision

The platform we supply won these awards. Verified reviews from its users are listed on Gartner Peer Insights.

Let’s Talk About AI in Your Contact Centre

Tell us which calls and questions take up most of your team’s time. We will show you where AI could help.

We plan the virtual agents, connect your systems and set everything up for you. Many firms start with one use, such as after-hours cover, and build from there.

Phone lines are staffed Monday to Friday, 9am to 5.30pm. The rest of our details are on our contact us page.

What Customers Say About Working With Blake Telecom

We have supplied business communications since 2004. For CCaaS, one UK-based team plans the routing, tests it before launch and looks after it afterwards.

Rated 4.9 out of 5 on Google

Blake Telecom have been supplying our business communications for well over 10 years. We have found both their systems and support to be fully robust and they have given an excellent service throughout with value for money for their products. Their approach to helping our business has always been excellent from every aspect and I would highly recommend their services.

T. JaggerManaging Director, TD Jagger

Blake Telecom have been paramount to the growth of our business by continuing to offer our business the very highest level of service. The equipment we have been supplied has been extremely flexible allowing us to change needs. Blake Telecom’s knowledge and expertise has been very professional and we look forward to working together on our future projects.

S. FerryOperations Director, DFAM

Blake Telecom have revolutionised the way we operate. They have gone the extra mile in making the setup process painless and it was easy to install. Any questions are dealt with quickly and efficiently, and the staff are a pleasure to deal with. I truly wish we found them years ago. We recommend Blake Telecom to many of our suppliers and even customers whenever we can.

W. McKiernanDirector, Revolution Wheels International

Moving to rural office space, without the benefits of reasonable broadband speed, and without telephony services include, Blake Telecom directed us to alternatives and the solution we have is excellent. 4G Wi-Fi VoIP, serving our current needs and situation perfectly. The team were succinct in his explanation of what we could achieve, providing something promptly and getting this set up with minimum fuss and delay.

G. BlenkinsopManaging Director, Wisemove

AI-Powered Contact Centre

What Is an AI Contact Centre?

AI Studio: Build Virtual Agents in Plain Language

Agent Assist: A Helping Hand on Every Call

Conversation Intelligence: Learn From Every Call