£4bn
Potential saving the government identified from moving service processing online rather than phone, post or in person.
ChatFlow answers the questions that fill your phone queues from your own published guidance, in plain language and in the language people write in, and hands anything about a live case to a caseworker.
Example Ombudsman
Website chat
Customer wrote in English, so ChatFlow answered in English.
Government has set a direction, and the demand is already there.
£4bn
Potential saving the government identified from moving service processing online rather than phone, post or in person.
316,675
New enquiries to the Financial Ombudsman Service in 2025/26.
17m 53s
Average wait for an answered call at Social Security Scotland in 2025-26, across 883,119 calls handled.
30%
Share of Companies House chatbot users who resolve their query without an adviser, at around 300 chats a day.
Everything below is part of ChatFlow today.
ChatFlow answers from the guidance, policies and letters you publish, day and night, on your website and WhatsApp.
Anything about a live case, decision or repair goes to your team with the conversation and the customer's details already captured.
People can write in Welsh, Polish, Urdu or any other language and get an answer in the same language, from the same approved content.
Every conversation carries sentiment and frustration signals your team can review, so upset people stand out, and any conversation can be handed to a person.
Upload your guidance, letters and FAQs. ChatFlow answers from them, and your team tests real questions before anything goes live.
With Liability Shield, each answer from your knowledge base is logged with the source document, section and a confidence score, so your team can see why the AI said what it said.
ChatFlow explains published guidance and processes. It does not make or change decisions on a case: those questions go to a caseworker with the conversation attached.
ChatFlow is set up with you, starting from your own documents and policies.
Already integrated with a Caribbean general insurer's policy system: customers verify their identity, then get their policy details, balance and documents in chat.
Founded by Michael Mullings, who spent over a decade running customer support operations for major financial institutions.
What teams ask us first.
Show us the questions your contact centre answers most. We will show you ChatFlow answering them from your published guidance.