You ring a company for help, but no one answers. Or worse, you spend ten minutes just trying to work out who to call in the first place. You then get passed from department to department, repeating yourself, waiting on hold, hoping someone will understand and solve your problem. It’s frustrating, time-consuming, and unfortunately far too common.
In a world where responsiveness matters more than ever, AI answering services are changing the game. Implemented well, they’re fast, accurate, and never switch off – helping businesses deliver instant support, and giving us back something we value most: time.
Time is one of the most precious things we have, and yet, every missed call, every minute spent on hold, every slow response chips away at it. AI can’t rewind the clock, but it can give people more time to spend where it matters.
That’s why artificial intelligence isn’t just a convenience for UK business, it’s a lifeline. Implemented well, it can step in quietly, take care of routine, and free people up to focus where it really matters. For customer service, that means quicker answers. For colleagues, it means less noise and more headspace.
AI doesn’t get in the way of human connection; it can help make space for it.
Our recent research reveals that adoption of AI tools is gathering real pace across UK industries – with nearly 70% of IT & Telecoms businesses already using AI to support customer service. Other sectors aren’t far behind: Finance (55%), Retail (45%), and Healthcare (38%) are all seeing significant AI uptake too.
It’s clear that AI is no longer experimental, it’s becoming a core part of how organisations show up and raise the bar in terms of customer experience. From law firms to logistics providers, companies are recognising that intelligent voice agents aren’t just a clever added benefit, they’re a competitive advantage.
AI answering services are reshaping how businesses operate, with practical applications that are as versatile as they are impressive.
AI is transforming the automotive customer experience by matching callers with vehicles based on preferences, scheduling test drives, or managing rental bookings. In the UK, Volvo tested an LLM-powered assistant that helps customers configure cars online by answering questions and suggesting models based on user input, creating a personalised shopping journey.
AI is reshaping how students learn and how institutions operate. The UK government is expanding AI literacy in schools, aiming to prepare students for the future job market. Universities are also embracing AI behind the scenes, from streamlining enrolment and automating course admin to enhancing student support.
UK estate agents increasingly deploy generative AI chatbots to handle enquiries, qualify leads, schedule viewings, and suggest relevant properties in real-time – available 24/7 and multilingual, simplifying the home-buying journey.
Watch how Moneypenny client Monopoly uses our AI Voice Agent to handle customer enquiries quickly and efficiently.
The NHS is using AI to drive a wide range of improvements including appointment booking, waiting-list management, medication reminders, and well-being check-ins, saving time for both staff and patients. AI tools are also being used to analyse X-rays, CT scans, and other diagnostic images. Some trials have shown AI to be even more accurate than radiologists in detecting early warning signs.
Hotels and resorts use AI to manage bookings, recommend tailored getaways, or act as a virtual concierge, delighting guests with personalised service.
Law firms leverage AI to handle initial client inquiries, schedule consultations, and provide basic information about legal processes, allowing solicitors to focus on complex casework. For instance, a Manchester law firm boosted lead capture by 30% by using AI to handle after-hours inquiries.
Accounting, consulting, and other professional firms use AI to manage client queries, book appointments, and provide updates on service statuses, enhancing client satisfaction and operational efficiency.
Organisations like Citizens Advice use AI to guide callers through common issues such as benefits queries or debt advice. A Scottish Citizens Advice branch cut wait times by 50%, freeing advisors for more vulnerable clients.
Many UK retailers are now providing 24/7 support through AI services, handling order inquiries, tracking deliveries, and answering FAQs – allowing in-store staff to focus on face-to-face customer care while ensuring customers get instant help at any hour.
AI can track shipments, provide delivery estimates, and book transport in real time. TfL piloted AI CCTV analysis to flag incidents like fare evasion and people on tracks, enhancing safety and efficiency.
Many UK hotels are piloting voice AI for booking assistance, FAQs, and feedback collection. A Birmingham travel agency used multilingual AI to assist clients in three languages, increasing bookings by 25%.
From billing queries to outage reports, AI keeps customers informed and services running smoothly. Octopus Energy’s Kraken AI handles over 50 million accounts worldwide, optimising energy use and delivering personalised support.
AI isn’t just a trend; it’s already transforming how businesses communicate and connect. From estate agents to energy providers, industries across the UK are seeing tangible results: faster response times, happier customers, and colleagues with more space to focus on what matters most.
Whether you’re curious about the first steps or ready to explore what this could mean for your organisation, we’re here to help you get started.
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