A self-learning AI and human customer service platform, live since 2021

Fully automated customer service cannot handle the complexity, nuance, and occasional urgency of real customer interactions. Fully staffed human customer service cannot scale. The real challenge was building a system that could identify - in real time - which interactions an AI can resolve and which require human intervention, and route accordingly, while continuously learning from both outcomes to improve over time.

E-Group built the Self-Learning Dialogue Manager as an EU-funded project (VEKOP programme, with 64% EU support), completed November 2021. The system automatically handles customer communication tasks, identifies task types, and intelligently routes customers to human operators via call centre or chat interfaces when needed. It is self-learning - continuously improving from both automated interactions and human agent interventions. The commercial product evolved from this research is E-Group's Communication Agent platform: a remote digital customer service solution offering real-time video, voice, and chat with a scalable, multi-device architecture. This is the same Communication Agent platform that underlies Kontakt (sign language video interpreting) and Remote Eye (visual assistance for the blind).

The Self-Learning Dialogue Manager is live in production, enabling organisations to automate routine customer interactions while ensuring complex or sensitive cases reach human agents. The system's self-learning capability means performance improves with every interaction. The research programme produced a commercially deployed product - Communication Agent - now serving accessibility, customer service, and real-time communication use cases across multiple sectors.