“Customer engagement has drastically improved since introducing the service. The Agent Assisted solution means we don’t have to worry about pausing recordings mid-way through a call, or asking people to read their card details out loud, something they may feel uncomfortable doing. The customer can have confidence we are a …

“The system seems to work well in practice with most clients now being more familiar with the automated system rather than our previous manual ‘answered’ practice. We have met some reticence with certain customers who do not like automated systems and we have encouraged them to try it, as it …