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AI Chatbots & Copilots

05 / 10AI Engineering

Illustration: a user asks the sales copilot to move a demo to Thursday morning and notify the customer. The copilot shows the context it used, calls the calendar tool, and the calendar view updates as the demo moves from Tuesday to Thursday and an invite is sent.

More than conversation.

We design chatbots and copilots that remember, understand the situation they’re in, use your tools and take real actions, while sounding like your brand and knowing when to bring in a person.

  • Memory

    Is this about order #4821 from Tuesday?

  • Context

    You’re on the Pro plan, so this upgrade is included.

  • Tools

    Checking the courier’s tracking now…

  • Actions

    Refund issued. It will reach your card in 3–5 days.

  • Brand behaviour

    All sorted, and sorry for the wait.

  • Human handoff

    I’ve brought in Sam from billing, with our chat attached.

Capabilities

The difference is in the reply.

Open a capability to see the same question answered without it, and with it.

Page, plan, account and recent activity are assembled before every reply, so users never have to explain what’s already on their screen.

“I need help with this.”

Without

Sure, what do you need help with?

With context

You’re on last month’s Pro invoice. Is it the extra seat charge?

Preferences and past conversations carry across sessions and channels, stored deliberately and cleared whenever a user asks.

“Any update on my order?”

Without

Can you share your order number?

With memory

Is this about order #4821 you asked about on Tuesday?

Search, CRM, order and tracking systems are queried live, so answers reflect what is true right now.

“Where’s my parcel?”

Without

Deliveries usually take 3–5 working days.

With tools

It’s out for delivery and due before 6pm today.

Updates, bookings, refunds and changes go through your APIs with scoped permissions, confirmations and an audit trail.

“Send it to my office instead.”

Without

Please email support to change your address.

With actions

Done: delivery address updated for order #4821.

Policies, help centres and internal docs ground every answer, and the source is one click away.

“Can I get a refund on my annual plan?”

Without

Refund rules vary by plan.

With retrieval

Yes, within 30 days of renewal. Source: Refund policy §2.

Clear escalation rules route the right conversations to the right people, with the history and account attached.

“This is the third time I’ve been charged twice.”

Without

I’m sorry, I can’t help with that.

With handoff

I’ve passed this to Sam in billing with both charges attached.

Tone, vocabulary and formatting follow your brand guidelines on web, app, WhatsApp and Slack, and are tested like any other feature.

“Did my upgrade go through?”

Without

Your request has been processed successfully.

With brand voice

All sorted. Your new plan starts today.

Topic limits, permission checks, PII filtering and action approvals keep the copilot helpful without ever becoming a liability.

“What’s the email on the account before mine?”

Without

The previous account belongs to j.smith@…

With guardrails

I can’t share other accounts’ details, but I can help with yours.

Intents, resolution rates, handoffs and drop-off points, reviewed with your team so the copilot improves every release.

“How is the copilot doing?”

Without

42,000 conversations this month.

With analytics

Top intent: delivery changes. 81% resolved without a person.

Copilot types

Six copilots, each where the work is.

Built into the tools people already live in: your website, CRM, helpdesk, Slack and intranet.

Help · Website widget

Where’s my order?

It left the warehouse this morning.

Order #4821Out for delivery · arriving today

Answers customers 24/7, and acts on their orders, bookings and accounts.

Salesforce · Sidebar

Prep me for the Northwind call.

  • Renewal due in 34 days
  • Asked about SSO on 12 March
  • 3 open opportunities · $48k

Briefs reps, updates the CRM and drafts follow-ups after every call.

Zendesk · Agent assist

Suggest a reply for ticket #9131.

Apologise for the double charge and confirm the refund is issued.

12 similar ticketsInsert reply

Drafts replies, finds similar cases and lets agents resolve more with less typing.

Slack · #eng-billing

Why are invoice retries failing?

Since Tuesday’s deploy the retry job times out after 30s.

billing-service/retry.ts:84

Understands your codebase, runbooks and incidents, and points to the exact line.

Teams · Ops desk

Which shipments are at risk today?

  • SHP-2201 · customs hold
  • SHP-2214 · carrier delay
  • SHP-2230 · address issue

Watches operational data, flags exceptions and kicks off the right workflow.

Intranet · Ask HR & IT

How many holiday days do I have left?

12 daysAllowance resets on 1 January
From the HR systemRequest leave

One place for policies, IT requests and HR questions, with permissions respected.

Interaction

Watch it reach for the right tool.

A scripted walkthrough of a sales copilot. Send the request, then decide what it does next.

Sales copilot · Northwind

Hi Priya. What can I do for you?

  1. You: Find the latest customer orders.
  2. Copilot: Searching CRM… Found 3 orders.
  3. Copilot: Would you like me to prepare a follow-up?

Production AI

The chat is the smallest layer.

What users see sits inside everything that makes it safe to deploy. Select a layer.

01 / 05

Conversation

The part users see: messages, voice and suggested actions, consistent across web, app, WhatsApp and Slack.

  • Streaming replies
  • Rich cards & buttons
  • Multichannel
02 / 05

Context

Who the user is, what they’re doing, their history and their permissions, assembled before every reply.

  • Session & page state
  • Long-term memory
  • Identity & roles
03 / 05

Tools

Search, CRM, orders, calendars and internal APIs the copilot can call, each with narrowly scoped access.

  • Typed tool calls
  • Scoped credentials
  • Timeouts & retries
04 / 05

Business logic

The rules that decide what is allowed: refund limits, approvals, compliance and brand policy.

  • Policy checks
  • Approval thresholds
  • Audit trail
05 / 05

Human

Escalation and approval paths, so people stay in control of the moments that matter.

  • Live handoff
  • Approval queues
  • Review & feedback loops

Next step

A copilot your team actually relies on.

Tell us who it’s for and which systems it should work with. We’ll map out what a genuinely useful first release would include.

Build a copilot people actually use

What's our client are say !

Excellent Service

Synapse rebuilt our pet-care store from the ground up. Launch was on time, conversions are up and the team still answers within the hour.

Founder, CYBE Pet Care

A True Partner

They challenged our brief in the best way. The new identity and site feel like us — only sharper. Our campaign traffic doubled in a month.

Marketing Lead, Darkside Apparel

Fast & Thoughtful

From wireframes to App Store in twelve weeks. Every screen was tested with real travellers, and it shows in our reviews.

Product Owner, Book Now Travel