Services · Mobile app development · AI customer support apps
Codeeo carries out AI customer support app development UK organisations can run across every site and every channel they serve. We build the tools that sort incoming contact, recognise complaints and customers who need extra care, prepare answers for agents from approved sources, and escalate cases to the right specialist. The design starts from UK law and sector rules, so the system can explain what it did when a regulator or ombudsman asks.
Most national service operations are spread across several cities and home workers, often with different systems in each. We help bring that into one consistent layer of triage, assistance and reporting without forcing a full platform replacement. Your teams keep the tools they know, and the AI works inside them.
200+ companies servedFrom a first store to an ADX listed developer
Core capabilities
UK customer service is shaped by sector regulation as much as by customer expectation. A lender answers to the FCA and the Financial Ombudsman Service, an energy supplier to Ofgem and the Energy Ombudsman, a broadband provider to Ofcom and an approved dispute resolution scheme. Every one of them is also bound by UK GDPR, the Equality Act 2010 and consumer protection law.
Our capabilities reflect that. Each one is configurable by sector and by brand, connects to the helpdesk, CRM and telephony you already use, and records the evidence your second and third lines of defence will ask for. We do not position AI as a replacement for agents. It handles reading, sorting, searching and drafting, while people make decisions that affect a customer's money, supply, home or wellbeing. Where your organisation runs several brands or operating companies, the same core can serve all of them with separate rules and knowledge for each.
Complaint definitions, acknowledgement rules and deadlines differ between the FCA's DISP rules, Ofgem's complaint handling standards and Ofcom's code. The system applies the right set for each brand or product, tracks deadlines, drafts letters for approval and tells customers about their ombudsman rights at the right point.
One tool that respects each regulator's version of a complaint.
Signs of vulnerability appear in emails, chats, calls and letters. The model looks for health, life event, resilience and capability indicators, in line with the FCA's guidance on the fair treatment of vulnerable customers, and prompts agents to record needs with consent so other colleagues can adapt their approach.
Customers needing more care are identified wherever they make contact.
UK GDPR and the Data (Use and Access) Act 2025 set rules around significant decisions made by automated means. We keep the AI away from those decisions by default, and where any automation affects an outcome, the system records the inputs, the rule applied and the route for a person to review it.
Every automated step can be explained and challenged.
For firms in scope of the Consumer Duty, the system turns ticket data into management information on the consumer support outcome: time to resolution, repeat contact, customers abandoning processes that are harder than they need to be, and comparisons between customers with and without characteristics of vulnerability.
Board reports grounded in real contact data.
Organisations serving Wales may offer, or be required to offer, a Welsh language service. The system detects Welsh, routes it to Welsh speaking agents where available, and supports approved Welsh answers in help content, with human review of any translated wording before publication.
Welsh speakers served in their language without a separate system.
The Equality Act 2010 requires reasonable adjustments. We build help screens and chat to WCAG 2.2 AA, support screen readers and large text, offer easy read answer styles, and make sure customers using relay services or asking for a different format are passed to a person promptly.
Disabled customers can reach help on equal terms.
When a case escalates to an ombudsman, the system assembles the timeline, correspondence, call summaries and final response into one file for the case handler on your side, highlighting gaps or missed deadlines before you submit it.
Faster, more complete responses to ombudsman requests.
National operations often run teams in several cities plus home workers. Classification is the same everywhere, so work can move to whichever site has capacity and the right skills, and reporting compares sites on like for like contact types.
Capacity used across the whole country, not site by site.
One approved knowledge store feeds agents, help centres and in app support for every brand, with owners, review dates and version history. The AI answers only from approved, in date content, and stale articles are flagged to their owners automatically.
Consistent answers in every channel and every location.
Agents working from home lose the colleague who could answer a quick question. A side panel gives them cited answers, process steps and an easy route to raise a query with a team leader on another site, with sensitive data kept off personal devices.
Remote agents supported as well as those on site.
Who this is for
National programmes differ from single city builds in one way above all: consistency. Customers in Glasgow, Cardiff, Leeds and Belfast expect the same answer to the same question, while each nation and sector may add rules of its own. Scotland has its own legal system and public services ombudsman, Wales has its language duties, and Northern Ireland has some separate consumer bodies. These are the national situations we are set up to handle.
Firms regulated by the FCA need complaint handling, vulnerable customer support and Consumer Duty evidence that works across every product and location. We build classification, deadline tracking and agent assist first, keep any customer facing automation narrow, and supply the test evidence and documentation your risk and compliance functions require before each release. Collections and arrears teams get particular attention, because tone and timing matter most when a customer is in financial difficulty.
Compliance approval is built into every release plan.
Utilities and communications providers answer to Ofgem, Ofwat or Ofcom and must handle complaints, payment difficulties and priority customers consistently. We connect billing and network systems, recognise affordability and vulnerability signals, and keep outage communication accurate across regions, with a person approving anything that changes a customer's account or supply. Priority Services Register prompts are applied the same way in every region you supply.
Retailers with stores and online sales across the UK face returns, delivery and product questions at scale. We automate order and returns answers that fit the Consumer Rights Act 2015, connect store and online records, and give store colleagues and contact agents the same knowledge so customers stop getting different answers depending on where they ask. Peak trading plans cover every region at once, so a surge in one area can be absorbed by teams elsewhere.
Organisations delivering housing, care or outsourced public services must handle repairs, complaints and safeguarding consistently across councils and nations. We build triage that respects the Housing Ombudsman's complaint code in England and the separate arrangements in Scotland and Wales, with sensitive cases always handled by trained staff. Reports can be split by council contract, so each commissioning body sees its own service figures.
Safeguarding concerns are never answered by automation.
How we work together
Codeeo works with UK clients remotely and has no office in the UK. Our 80+ people are based in Dubai, Riyadh and Karachi, and we run discovery, reviews and acceptance testing by video call. National programmes usually start with a fixed scope lead site release, move to a retainer for rollout and tuning, and sometimes add a dedicated team embedded in the client's change function. We agree working hours overlap, governance meetings and reporting in writing at the start. Steering groups typically include a service director, a compliance lead, a data protection contact and IT, and they see the same dashboard we use to track delivery.
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 build on the platforms national service teams already run, such as Salesforce, Microsoft Dynamics 365, Zendesk, Genesys and Amazon Connect, with hosting in UK cloud regions and model providers that offer UK data processing terms. Single sign on, role based access and audit logging follow your existing identity setup, so agents use the tools without extra passwords.
01Mobile
02Data and cloud
03Marketing and tracking
A shared taxonomy, regulated rules per sector and a site by site rollout.
The technical work is integration, classification, agent assist and reporting. The harder work is agreeing one way of describing contact across sites, mapping each regulator's rules and getting sign off from compliance and data protection. We plan those steps first, so the build itself runs to an agreed plan and every site receives the same tested system. Each site keeps a local champion who feeds problems back during rollout, and we track adoption by site so no location is left behind.
Schedule a free consultation and get a written recommendation, with costs, before you commit to anything.
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