Services · Mobile app development · AI customer support apps
Codeeo delivers AI customer support app development Birmingham contact centres and shared service teams can bolt onto the systems they already run. We build software that listens to calls through their transcripts, reads tickets and emails, writes the wrap up notes, suggests the next step to the agent and raises the cases that need a supervisor. Customers still talk to people. Those people simply spend less of each shift on admin.
Birmingham hosts large banking, utility, housing and retail service operations, and two national regulators, Ofwat and the Gambling Commission, are based in the city. That mix shapes what a support tool here has to get right: priority customers, safer gambling signals, repair promises and plain language for a very diverse population.
200+ companies servedFrom a first store to an ADX listed developer
What we build in
Many Birmingham operations still take most contact by phone, from offices around Colmore Row and Brindleyplace to the large campuses on the edge of the city. That means the biggest time savings sit after the call, in notes, follow up tasks and handovers, rather than in a chat window on a website.
We start there. Each capability below plugs into your telephony platform, your CRM or helpdesk, and your case management system, with clear rules about what the AI drafts, what it decides and what it never touches. We prefer to build the pieces that remove the most agent effort first, measure the result on real shifts, and only then widen the scope. Every item can run in a pilot team before the rest of the floor sees it, so your workforce planners and team managers can judge the effect on handling time and quality with their own figures.
From the call transcript, the system writes a short summary, the contact reason, actions promised and any follow up date, straight into the case record. The agent reads it, corrects anything wrong and saves, instead of typing notes from memory while the next call waits.
Less after call work and more consistent case notes.
For operators licensed by the Gambling Commission, the AI flags messages and calls that suggest a customer may be at risk of harm, such as chasing losses or distress about money. Flags go to trained staff with the evidence attached; the AI never makes the customer interaction decision itself.
Risk indicators reach trained people quickly and are recorded.
Water and energy suppliers must look after customers who need extra help. When a call or email mentions a medical condition, a disability or a new baby, the system prompts the agent to offer registration and records the consent, rather than relying on someone remembering.
More eligible customers offered the support they are entitled to.
Housing associations receive repair reports by phone, email, web form and app. The system reads each one, identifies damp, mould, heating or safety issues, sets the right urgency and attaches photos to the job, so emergency repairs are not sitting in a general inbox.
Urgent repairs are spotted and booked faster.
Birmingham households speak Urdu, Punjabi, Bengali, Polish, Arabic and many other languages. Written contact is translated for the agent, replies are translated back after approval, and the system can flag when a customer would be better served by an interpreter on a call.
Customers are understood first time, whatever language they write in.
Birmingham's universities and colleges field heavy enquiry peaks around clearing, enrolment, accommodation and fees. The system sorts messages by topic and student status, answers simple timetable and deadline questions from approved pages, and moves welfare concerns straight to the right support team with the message history attached.
Peak season inboxes cleared faster, with welfare concerns never left waiting.
At the end of each shift, open cases with promised callbacks, unresolved complaints and anything time critical are summarised for the next team, grouped by owner and deadline. Team managers start their shift knowing what was left and why.
Fewer dropped callbacks between shifts.
During a live case, the agent sees the most likely resolution based on policy and similar past cases: a payment plan, a refund within policy, a technician visit or a transfer. Each suggestion links to the policy it relies on, and the agent chooses.
Newer agents resolve more cases without transferring them.
Financial services teams in the city handle complaints under FCA rules. The system tags complaints at first contact, keeps the timeline, drafts acknowledgement and final response letters for review, and produces the root cause themes your complaints committee needs.
Complaint files that stand up to review.
Contact reasons are classified in real time, so planners see when a billing run, a weather event or a service outage is driving new demand. That helps them move staff between queues on the day rather than after the backlog has formed.
Staffing decisions based on why people are calling, not only how many.
Who this is for
The West Midlands has a long history of large back office and customer service operations, and Birmingham is where many of them sit. HSBC UK runs its head office from Centenary Square, insurers and outsourcers have big teams in and around the city, and housing providers serve tenants in every postcode. Each of these has different regulators, different risks and different ideas of what good service means. Here is where we see the clearest fit.
Outsourcers running several client contracts from one Birmingham floor need tools that switch knowledge bases, scripts and rules by client. We build AI assist that knows which contract a call belongs to, keeps each client's data separate, and reports quality and handling time per contract, so account managers can show clients the change in their own service figures. New contracts can be onboarded by loading a fresh knowledge base rather than rebuilding the tools.
Client data separation is designed in, not added later.
With Ofwat headquartered in the city, water customer service is well understood here. Billing disputes, leak reports, payment support schemes and vulnerable customer care are where AI saves the most time. We connect to billing and field service systems, draft replies for approval and keep a clear record of every promise made to a customer about a visit or a refund. During supply interruptions, the same tools group incoming reports by area so operations staff can see the scale of an incident early.
Tenant contact is often about repairs, rent and anti social behaviour, and it arrives through every channel at once. We give housing teams triage that understands urgency, photo handling for repair reports, and a tenant facing mobile app if you want one, all connected to your housing management system so officers work from one record. Officers covering estates across Birmingham and Solihull can check and update cases from a phone between visits.
Damp and mould reports are treated as priority by default.
Operators answering to the Gambling Commission need customer interaction evidence, not just fast replies. We build tools that surface risk indicators, prompt agents with the right interaction steps, and log each decision for your compliance team. Marketing, bonuses and account restrictions stay under human control, and we work only with operators holding a valid licence.
We build for licensed operators only.
How we work together
We do not have a Birmingham office. Our 80+ people work across Dubai, Riyadh and Karachi, and we run discovery, design reviews and acceptance testing with West Midlands clients by video call. You can buy a fixed scope pilot for one team, continue on a monthly retainer as the tools spread across the floor, or bring in a dedicated team that works inside your own change programme. In each case you have one delivery lead and a written plan.
Outsourcers often prefer to start with one client contract as a reference before extending the tools to others, and we plan the architecture for that from day one, so adding a second or third contract later is a configuration task rather than a rebuild.
A defined build with a deadline
We agree what the product has to do, write it down with a price and a date, and build exactly that. Changes are priced before they are made, not discovered on the invoice.
A product that keeps evolving
Named engineers who work your hours, join your standups and stay on the codebase. You direct the backlog; we own the quality of what ships.
Something live that needs looking after
A monthly block of hours for improvements, fixes and the small requests that otherwise wait months. Unused hours carry for a quarter.
Technology
We connect to platforms such as Genesys, Amazon Connect, NICE, Salesforce, Microsoft Dynamics 365 and the housing and billing systems common in the UK, with hosting in UK cloud regions where your data policy requires it. Model choices are reviewed each quarter so you are not locked into one provider as prices and capabilities change.
01Mobile
02Data and cloud
03Marketing and tracking
Mostly it removes after call work and speeds up the hardest cases.
The quickest wins tend to be automatic call summaries, contact reason tagging and agent assist that finds the right policy in seconds. After that come complaint detection, vulnerable customer prompts and shift handovers. Self service for simple questions can follow, but in phone heavy operations the agent side usually pays back first, and it carries less risk because a person still approves every outcome.
Schedule a free consultation and get a written recommendation, with costs, before you commit to anything.
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