Jack Burton

The challenge

Working as a telephony agent, whether in sales or servicing, carries enormous cognitive load. Multi-tasking needs to cover capturing data, following compliance rules, managing case specifics, searching product catalogues, setting next steps - that’s only the surface, and all whilst being charismatic. Mistakes feel inevitable - but are they?

The approach

We built Jack Burton as a call co-pilot to manage as much of the heavy lifting for agents as possible. Jack covers as much of the workload as possible in the background, and allows managers and consultants to feed a tightly controlled telephony process with their expectations and expertise, without distracting their agents from their number one priority - the customer.

The execution

Our engineering and design teams have created this software to be as agile as possible in an ever-shifting AI landscape. Abstracted where foundation models are inevitably involving, and highly opinionated in those areas where prescribing on-call actions is most important, Jack strikes the perfect balance between flexibility and expertise in this high-stakes context.

The impact

Jack Burton is already live with millions of call minutes being recorded each month. The software is improving performance in its launch industries of insurance and law, and steadily attracting an excited pipeline of companies looking to radically improve their telephony ops with a single high-leverage action - signing up with Jack Burton.

The future

Jack Burton is building out a network of suppliers as we begin our expansion across multiple high-call-volume, high-regulation industries. As, in parallel, our team deepens Jack’s capabilities across the full workflow associated with telephony work, the feedback loop will accelerate and strengthen - Jack Burton is inevitable.  

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