Practice-led services for service teams.
Six service lines, from AI Advisory & Readiness through platform delivery, contact centre and voice, automation, reporting and translation. We've run the operations we advise on.
- Advise
- AI Advisory & Readiness
- Build
- Support platform · contact centre · automation
- Scale
- Reporting & analytics · multilingual & real-time
Why it matters
Most AI programmes in customer service fail for the same small number of reasons.
- Unclear value.
- Unready data.
- Missing governance.
- People left out: the change isn't managed and the team doesn't adopt it.
- Technology picked before the problem was defined.
- Kanso Services sits in that gap. We've run the operations we advise on. The practitioner on your account has carried the metrics you're trying to move, and led the change that moved them.
What we do
Six service lines.
AI Advisory & Readiness has published Diagnose, Strategise and Transform tiers. The other five lines are scoped to your situation: book a call.
AI Advisory & Readiness
Where AI spend actually returns value: Maturity Mapping across the Seven Pillars, governance, business case, and data and platform readiness, so budget is committed against a clear picture. Already live on Zendesk or similar? We also run platform health-checks and baselining, so you start from where you actually are.
Published Diagnose, Strategise and Transform tiers
See the Seven Pillars and tiersSupport Platform Delivery
Set up, clean up, migrate and tune the support platform you already pay for. Zendesk first, plus the tech-alliance apps that extend it: workflows, automation, queues, knowledge, reporting. We've run the operations we advise on, so the configuration reflects how the work actually happens.
Scoped to your situation
Talk to us about your support platformContact Centre & Voice
Cloud contact-centre and voice on Amazon Connect and Twilio: routing, IVR, call flows, QA, voice AI agents and multilingual support across real-time workflows.
Scoped to your situation
Talk to us about voice & CCaaSAI Automation & Assistants
Build and deploy AI that takes work off the queue: triage, tagging, QA, knowledge, agent assist, and chat and voice AI agents, each tied to one or more metrics you own, from time-to-resolve and customer effort to CSAT and employee satisfaction.
Scoped to your situation
Talk to us about automationReporting & Analytics
Make the numbers you're judged on visible and trustworthy: dashboards, a data warehouse that reconciles your systems, and conversation, journey and sentiment analysis.
Scoped to your situation
Talk to us about reportingMultilingual & Real-Time Translation
Support that works across languages on any platform (email, chat and voice), with real-time translation where language blocks service quality.
Scoped to your situation
Talk to us about multilingual support
Not sure where to start? Apply for a funded assessment. Already have a defined project, or want to validate an idea? Book a discovery call. Want a paid diagnostic with a written output? Start with Diagnose.
AI Advisory & Readiness · the cornerstone
The Seven Pillars. The cornerstone of AI Advisory & Readiness.
Seven operational dimensions that show where you sit on the path to AI value and where the gaps are. Maturity Mapping is the activity that scores you against them. Run inside an AI Advisory & Readiness engagement, it gives an exec sponsor a clear picture before any budget is committed. The tiers below close the gaps it finds.
- 01AI Vision & RoadmapDefines where AI applies in your service operation and sequences the work.
- 02Business Case & Value FrameworkQuantifies costs, benefits, and the metrics that prove the spend was worth it.
- 03Knowledge, Data & Integration ArchitectureMaps the content sources, data flows, and system connections AI relies on.
- 04AI Readiness, People & Operating ModelChecks the skills, roles, and day-to-day processes the team needs to change.
- 05Governance, Risk & ComplianceSets the policies, controls, and safeguards that keep AI use lawful.
- 06Agile Technology ValidationTests vendor and build options on your data before you commit to one.
- 07Continuous Value RealisationKeeps measuring outcomes and adjusting the work after go-live.
AI Advisory & Readiness · how it's priced
Three tiers. Fixed price. Every engagement ends with metrics the business can track.
Published prices are scoped to a team or business unit. Whole-organisation engagements are scoped on a call.
Diagnose.
From £3,000
A short engagement that names the problem and hands you a written diagnostic: a structured output document or scorecard you can act on, plus recommended next steps.
100% credited toward Strategise within 60 days.
See Diagnose engagementsRecommended starting point
Strategise.
From £8,000
The workhorse tier. Fixed scope, with every engagement producing a board-ready artefact.
50% credited toward Transform within 90 days.
See Strategise engagements
Transform.
From £25,000
For organisations ready to act on the strategy. Milestone-based payments, quality guaranteed to agreed standard.
See Transform engagementsPrices shown for your region, exclusive of tax. VAT/GST may apply. See terms.
Risk reversal
Every tier carries a different guarantee.
These guarantees cover AI Advisory & Readiness engagements. Delivery work carries its own standard, agreed in the proposal.
| Guarantee aspect | Diagnose | Strategise | Transform |
|---|---|---|---|
| Name | Satisfaction Guarantee | Deliverable Guarantee | Milestone Assurance |
| Promise | The engagement produces actionable insight. | Every deliverable meets agreed specification. | Each milestone deliverable meets agreed standard. |
| Trigger | If the engagement doesn't produce insight you can act on. | If any deliverable falls short of agreed specification. | If any milestone deliverable falls short of standard. |
| Remedy | Fee returned. No questions. | We revise at no cost until it meets spec. | Subsequent payment withheld until revision meets standard. |
Scope is agreed and locked early in the proposal. Each guarantee applies to that agreed specification.
How we work
Five operating rules apply to every engagement.
Named outcome at the start.
Every engagement names one or more business metrics you own, chosen with your exec sponsor and measured in your systems, not ours. That can be time-to-resolve, customer effort, CSAT, lifetime value or employee satisfaction; whatever you're judged on.
Ongoing work is tied to an outcome.
No open-ended retainers. After the first engagement, ongoing improvement runs as named cycles (quarterly reviews, reassessment and improvement work) each scoped to an agreed outcome, not billed by the month.
Native before custom.
If the platform solves it, we say so. We don't bill for work the platform already does.
AI only where it returns value.
Sometimes the answer is classical ML. Sometimes declarative rules. We tell you which before we start.
We don't resell technology.
We sell our own. We refer the rest. When you need a platform (Zendesk or anything else) you buy it direct, and we'll help you get the best price straight from the supplier. Where we have a commercial interest, we say so.
How to start
Start with a funded assessment.
We fund two Maturity Mapping assessments per month. A senior practitioner spends real time on your problem, so we cap it at what we can do properly.
Tell us where you're stuck in a few lines. We'll take the two we can help most this month, and point the rest to a better fit, or a faster route that isn't us.
Already have a defined project, or want to validate an idea? Book a discovery call. Want a paid diagnostic with a written output? Start with Diagnose.