Tier-one support that never sleeps, and knows your docs.
VoiceAI agents grounded in your own knowledge base take the routine calls in every time zone, escalate the hard ones with full context, and qualify sales enquiries before they reach your team. Built and run by people who have done it for a global certificate authority.
More agents is not the only answer to longer queues.
Support and contact centre leaders know the pattern. A large share of contacts are routine, the answers already exist in documentation, and the queue still grows. Hiring to the peak is expensive. Offshoring to cover nights adds handovers and inconsistency.
Routine contacts crowd out complex ones
Password resets, setup steps and “how do I” questions fill the queue, so the customer with a genuine problem waits behind them.
Follow-the-sun is hard
Global customers expect help in their working day. Covering every time zone with people means night shifts, outsourced desks or gaps.
Context lost at escalation
When a call moves from first line to an engineer, the customer often has to explain everything again. That is where frustration starts.
GlobalSign and “Helena”.
Delivered by our EngageAI team.
GlobalSign, global certificate authority
GlobalSign issues digital certificates to organisations worldwide. Its customers need help with technical tasks around the clock, in many time zones, and the answers sit across a large library of support articles.
We built “Helena”, a VoiceAI support agent trained on more than 208 support articles. Helena talks customers through certificate tasks 24/7, responding in under three seconds with zero dead air on the line. Every call opens with an AI disclosure, and the agent was designed so that no personal data is captured.
The project led to wider strategic AI consultancy across sales, finance and operations at GlobalSign’s UK and Belgian offices.
AI automation: how a grounded support agent works
The difference between a useful AI support agent and a liability is grounding. Our agents answer from your verified knowledge base, not from whatever a general model happens to believe. If the answer is not in the documentation, the agent says so and escalates. It does not guess.
Knowledge base grounding
We ingest your help centre, product documentation, runbooks and approved troubleshooting steps. We test the agent against real past tickets and calls, find the gaps, and fill them before launch. When your docs change, the agent’s knowledge changes with them.
Multi time zone coverage
A VoiceAI agent answers in under three rings at 3am in London and 3pm in Singapore. Customers get consistent answers wherever they are, and your human team can focus on the hours and the issues where they add most.
Escalation with context
When a call needs a person, the agent hands over with a summary: who the customer is, what they asked, what has been tried and what the agent found. The recording and transcript are logged against the ticket or contact. No “can you start from the beginning?”
Lead qualification for SaaS demos
The same technology works on the sales side. Inbound demo requests and trial sign-ups get an instant call or message. The agent asks your qualifying questions, such as company size, current tools, use case and timescale, then books qualified prospects straight into a sales rep’s calendar and routes the rest to nurture. Outbound VoiceAI can also reactivate stale opportunities sitting in your CRM.
CRM and helpdesk integration
We integrate with Salesforce, HubSpot and Zoho, plus calendars, Gmail and Outlook, Monday.com and the other tools in your stack. Every call creates or updates the right record with notes, recording and outcome, so your reporting stays complete. See CRM and system integration.
Cost and queue reduction, without fantasy numbers.
We will not promise a headline percentage before we have seen your data. What we will do is show you exactly where the savings come from, then measure them.
| Lever | How it reduces cost or queue time | What we measure |
|---|---|---|
| Routine contact containment | Questions answered from the knowledge base never join the human queue | Share of calls resolved by AI |
| Instant answer | No hold time for first contact, at any hour | Time to answer |
| Context at handover | Engineers start with a summary rather than rediscovery | Handling time on escalated calls |
| Out-of-hours coverage | Fewer night shifts or outsourced hours needed for routine work | Contacts handled out of hours |
| Clean data | Every call logged automatically, no manual wrap-up for AI calls | Record completeness |
From one agent to an AI strategy.
GlobalSign started with one support agent and moved on to AI consultancy across the business. That is a common path. Start where the pain is sharpest, prove it, then expand with a plan.
Consultancy for wider AI rollout
Our founder has over 30 years helping organisations adopt software, across sales technology, security, government and financial services. We map AI opportunities across support, sales, finance and operations, advise on build versus buy, select vendors and produce an integration roadmap your leadership can sign off.
- AI opportunity mapping by department
- Build vs buy and vendor selection
- Governance, disclosure and data protection
Demand for SaaS and services
Certified leads from comparison sites and paid social, or booked demos qualified by VoiceAI on budget and timescale and placed in your reps’ calendars. Pay per lead or pay per appointment, priced per campaign after a discovery call. No set-up fees or retainers on lead generation.
- Exclusive, real-time delivery to your CRM
- 72-hour replacement against agreed criteria
- Consent recorded on every lead
Questions support and contact centre leaders ask us.
How do you stop the AI making things up?
The agent answers from your verified knowledge base. If the answer is not there, it says so and escalates rather than guessing. We test it against real past tickets and calls before launch.
Can it handle customers in different time zones?
Yes. The agent answers 24/7 in under three rings. GlobalSign’s agent, Helena, supports customers around the clock across time zones.
What happens when the AI cannot solve the issue?
It hands over to your team with a summary of the customer, the question and the steps already tried, and logs the recording and transcript against the ticket or contact.
Which CRMs and helpdesks do you integrate with?
We integrate with Salesforce, HubSpot and Zoho, plus calendars, Gmail, Outlook, Monday.com and other tools. Where there is no ready connector, we build one where the platform allows it.
How much will it reduce our costs?
It depends on your contact mix. We do not quote a figure before seeing your data. We identify which contacts the AI can contain, agree what to measure, and report on it after launch.
What about data protection?
Every call opens with an AI disclosure, and we design data capture to the minimum needed. For GlobalSign, the agent was built so no personal data is captured. We work within UK GDPR and your own policies.
How long does a deployment take?
Typical delivery is 1 to 3 weeks. Managed AI agents start from £497 per month and custom automation projects from £2,500, ex VAT.
Shorter queues. Happier engineers.
Book a 30-minute call. Bring a sample of your top contact reasons and we will show you which ones an AI agent could take today.