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UK public bodies · Customer contact

AI customer contact for UK public bodies.Answers people can trust.

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.

Book a 15-minute callSee Enterprise plans
Enterprise plan, priced to your volumes. We set it up with you.

Example Ombudsman

Website chat

Example

Customer

How do I complain about a decision on my case?

ChatFlow AI

You can ask for a review in writing within the time limit on your decision letter. I can explain the steps here, or pass you to a caseworker. Which would you prefer?

Customer wrote in English, so ChatFlow answered in English.

Contact is moving online.

Government has set a direction, and the demand is already there.

A young woman using her smartphone on the sofa
What ChatFlow does

Every conversation, on the record.

Everything below is part of ChatFlow today.

  • Plain answers from your own guidance

    ChatFlow answers from the guidance, policies and letters you publish, day and night, on your website and WhatsApp.

  • A person when it matters

    Anything about a live case, decision or repair goes to your team with the conversation and the customer's details already captured.

  • Answers in the customer's language

    People can write in Welsh, Polish, Urdu or any other language and get an answer in the same language, from the same approved content.

  • Frustration signals for your team

    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.

  • Built from the documents you already have

    Upload your guidance, letters and FAQs. ChatFlow answers from them, and your team tests real questions before anything goes live.

  • An audit trail on every AI answer

    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.

It never makes a decision

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.

How it starts

From a short call to a governed rollout.

ChatFlow is set up with you, starting from your own documents and policies.

  1. Day one

    A short call with us

    • The conversations you handle today and where people wait
    • What the AI answers and what always goes to a person
    • Channels to start with: web chat, WhatsApp or email
  2. Within days

    Built from your content

    • ChatFlow learns from your documents, policies and website
    • Your team tests real questions before anything goes live
    • Handover rules and the audit trail set up with you
  3. As your IT allows

    Live, then integrated

    • Start with answers from your knowledge base
    • Connect your policy, case or housing system through its API
    • Review conversations, signals and audit trail every week

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.

Questions

Before you book the call.

What teams ask us first.

How do we get started?

Book a 15-minute call. We look at the conversations you handle today, agree what ChatFlow should answer and what goes to your team, and set it up with you on the Enterprise plan.

How long does it take to go live?

A knowledge-base assistant built from your documents can go live in days. Connecting to a policy, case or housing system depends on your IT access and approvals, and we plan that with you on the first call.

Can it answer in Welsh?

ChatFlow answers in the language a person writes in, including Welsh, from the same approved content. We review Welsh answers with you before launch.

Does it replace our contact centre?

No. It answers the common questions from your guidance and hands everything else to your team, so caseworkers spend their time on cases.

Where is our data hosted?

Customer data is hosted in the United States today, under the transfer safeguards in our data processing agreement. If you need regional hosting, we scope it with you as part of an Enterprise contract.

How is customer data protected?

ChatFlow runs on SOC 2 Type II-certified infrastructure (our hosting providers) and is pursuing its own ISO 27001 certification. ChatFlow does not currently hold its own SOC 2 or ISO 27001 certification. Our data processing agreement covers UK GDPR, with international transfers under the EU Standard Contractual Clauses and the ICO's UK Addendum. All plans are secured with industry-standard encryption.
Enterprise plan · Priced to your volumes

Shorter queues. Same trusted answers.

Show us the questions your contact centre answers most. We will show you ChatFlow answering them from your published guidance.

Book a 15-minute callSee Enterprise plans