Case Study: Inform Communications achieves 90% customer resolution with Innovify’s multi-channel AI chatbot platform

Inform Communications launches multi-channel AI chatbot with Innovify, achieving 90% customer resolution

Innovify collaborated with Inform Communications, a UK-based digital transformation partner for the public sector, to address their challenge of scaling quickly to build a multi-channel AI chatbot platform for a major council. The client's internal teams were overextended, and traditional hiring was too slow and risky to meet the project's demanding requirements for a high-volume, real-time chatbot supporting multiple channels.

Innovify provided a dedicated engineering team that rapidly onboarded and delivered a fully functional chatbot supporting voice, SMS, WhatsApp, and Messenger in over 30 languages. The solution launched ahead of schedule and achieved over 90% customer resolution, creating more than £90,000 in annual savings by reducing calls, emails, and walk-ins for the client.

Inform Communications