Services · Mobile app development · AI customer support apps
Codeeo offers AI customer support app development London service teams can put to work inside the tools they already run. We build the layer that reads every incoming ticket, email and call transcript, tags it, spots complaints and vulnerable customers, drafts a reply for an agent to check, and sends the hard cases to the right senior person. Your agents stay in charge of what goes out; the software takes away the sorting, searching and retyping.
London support operations carry more regulation, more languages and more international customers than most. We design for that from the first workshop call, so the system holds up when an FCA supervisor, a Financial Ombudsman case handler or your own risk team asks how a decision was made.
200+ companies servedFrom a first store to an ADX listed developer
What the system handles
A support manager in the City or Canary Wharf rarely lacks a chatbot. What they lack is time: hundreds of tickets waiting to be read, a complaint clock running on each one that counts, and agents switching between five screens to answer a single question. Our work sits behind the front door, inside the queue.
Each capability below connects to your existing helpdesk, whether that is Zendesk, Salesforce Service Cloud, Microsoft Dynamics 365 Customer Service, Freshdesk or an in house system. Nothing is sent to a customer without a rule saying it can be, and every automated step leaves a record a reviewer can read later. We pick the set that fits your volumes and your regulator, then build it in the order that relieves the most pressure on your agents first. The FCA is headquartered in Stratford, and many of the firms it supervises run their service teams a short distance away; the evidence trail matters as much as the speed. The aim is shorter queues and better answers, not a headcount target.
For FCA regulated firms, the model flags any expression of dissatisfaction, even when the customer never uses the word complaint. It starts the right clock, prompts the acknowledgement, and warns a team leader as the eight week final response deadline gets close, with a summary ready for the handler.
No complaint sits unrecognised in a general queue.
Payments firms and banks see contact from customers who have been tricked into sending money. The system recognises the signs, routes the case straight to the fraud team with the conversation, timings and account references attached, and stops any scripted reply going out first.
Fraud cases reach specialists in minutes, not after a second contact.
London customers write in Polish, Romanian, Portuguese, Arabic, Bengali and many other languages. Agents see an English version beside the original, write their reply in English, and approve a translation before it is sent, with the source text kept on the ticket.
A smaller team can serve a very mixed customer base.
Firms headquartered in London often serve clients in New York, Dubai and Singapore. Tickets are routed by the customer's market, service tier and local hours, so a high value client in another region is not left waiting for the morning shift in London.
International clients get answers in their working day.
While an agent works a ticket, a side panel suggests a reply and shows exactly which policy page, product sheet or past resolution it came from. The agent edits, accepts or discards. Suggestions without a source are never shown.
New starters answer with the confidence of experienced colleagues.
For retailers, hotels and payment providers, the system gathers order records, booking terms, delivery proof and message history into one case file when a dispute arrives, ready for a person to check and submit to the card scheme deadline.
Disputes are answered with complete evidence and fewer late submissions.
Wealth managers and premium travel desks want a named person on every reply. Here the AI prepares context and a draft only, notes recent contact across channels, and keeps the relationship manager as the sole sender.
Faster preparation without losing the personal touch clients pay for.
A customer asking for a copy of their data, or asking you to delete it, has a legal right with a one month response window under UK GDPR. The system recognises these requests inside ordinary tickets, moves them to your privacy team and records the date received, so they are not answered as routine account queries.
Data rights requests reach the privacy team on the day they arrive.
Instead of a QA team reading a small random sample, every closed ticket is scored for accuracy, tone and policy adherence, and the weakest are queued for a human reviewer with the reason highlighted.
Coaching goes where it is needed, backed by evidence.
A live view of queue health by product, language and risk type, with complaint deadlines, vulnerable customer flags and agent workload on one screen, built in a responsive web app supervisors can open on a phone.
Team leaders see trouble before it becomes a backlog.
Who this is for
London has every kind of support operation, from a few people answering a start up's inbox in Shoreditch to large regulated teams in the Square Mile. The right build depends on who your customers are, who regulates you and how much risk a wrong answer carries. A hotel group in Mayfair and a payments app in Old Street both get angry customers, but the rules, systems and escalation paths behind them are completely different. These are the starting points we see most often and how we approach each one.
Banks, insurers, brokers and lenders need complaint handling that would satisfy the FCA and the Financial Ombudsman, plus evidence for the Consumer Duty's consumer support outcome. We build classification, vulnerability flags and audit logs first, and keep generative replies behind agent approval until your compliance team signs off the evidence from testing.
Compliance reviews the test results before anything goes live.
Fast growing fintechs in Shoreditch, Old Street and King's Cross often find their support inbox grows faster than their hiring. We connect in app chat, email and app store reviews into one triaged queue, add fraud escalation, and give a small team agent assist so they can keep pace without lowering quality. Because fintech customers expect replies inside the app, we can also build the in app help screens for iOS and Android so they read from the same knowledge base as your agents.
London hotels and travel firms answer guests from every continent about bookings, changes, refunds and lost property. We focus on multilingual handling, reservation system lookups and dispute evidence, so staff spend less time searching booking platforms and more time on the guest in front of them. Peaks around major events, school holidays and airport disruption are planned for, with surge rules that push routine questions to self service and keep urgent arrivals with people.
SaaS firms headquartered in London need tickets matched to product areas, known issues and engineering tickets in Jira or Linear. The system suggests fixes from documentation and closed tickets, detects duplicate incident reports, and drafts status updates for an engineer to approve. Enterprise customers with contracted response times get their own routing rules and alerts.
Engineering keeps final say over what customers are told about incidents.
How we work together
Codeeo has no London office. Our team of 80+ works from Dubai, Riyadh and Karachi and runs discovery, reviews and demos with London clients by video call. Most clients start with a fixed scope first release covering triage and agent assist, then keep us on a monthly retainer for tuning, new queues and new channels. Larger firms sometimes take a dedicated squad that sits inside their own delivery process and reports to their product owner.
Whichever model you choose, the first release is deliberately narrow: one or two queues, one language set and a clear list of what the AI may and may not do. That keeps the risk review short and gives your team leaders something real to judge. Later releases add channels, languages and automation only where the data from earlier stages supports it.
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 work with the major model providers, choose UK or EU hosting where your data policy needs it, and build on the helpdesk and cloud platform you already pay for, so your own engineers can maintain the system later. Retrieval runs over your approved knowledge base only, and every prompt, model version and test result is stored with version history.
01Mobile
02Data and cloud
03Marketing and tracking
It depends on integrations and sign off, and we agree it after discovery.
The longest parts are rarely the AI. Connecting to a legacy core banking or reservation system, agreeing access with your security team and getting compliance approval for automated steps usually set the pace. After reviewing your tickets and systems we write a plan with stages and review points, so you know what arrives in which order before any build starts. Where a phased approach suits, the first queue can be live well before the full scope is finished.
Schedule a free consultation and get a written recommendation, with costs, before you commit to anything.
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