Customer Science

AI & automation

AI & Automation

We help organisations find where AI and automation will make a measurable difference, then design, deliver and support the right solution. If you have a process in mind, start with a free sixty-minute session. We will assess the opportunity and prepare a written business case for your top one or two processes.

Get your free business case
Customer Science team members talking with an attendee at the CX Showcase.

Your people are doing work your systems should be doing

Re-keying data between systems. Reading and sorting documents before anyone can act on them. Fixing the same exceptions every week. This work is slow and error-prone, and it keeps capable people away from the customers and decisions that need them. Find out which of your processes are worth automating, and what each would return, before you commit budget.

Get your free business case

Sound familiar?

  • Staff copy information from one system to another because the systems don't talk to each other.
  • Emails, forms and documents pile up waiting for someone to read, check and route them.
  • The same exceptions keep coming back, and nobody has time to find out why.
  • An automation platform you've already paid for breaks more often than it helps.
  • AI pilots looked promising but never made it into day-to-day operations.

If any of these describe your team, the cost is higher than it looks: more errors, slower service, and people who are tired of doing work that doesn't need them.

What you can achieve

What changes

The work that doesn't need a person stops landing on a person. Information arrives where it's needed, checked and ready. Exceptions reach the right person with the context to decide quickly. The process becomes easier to run and easier to measure, and your team gets time back for the work that needs their judgement.

What working with us looks like

What changed for them

CIO, Opal Healthcare

We engaged Customer Science to review critical issues with our existing RPA and automation platform that affected our processes' speed, stability and scalability. In response, a remediation project was executed that has successfully addressed all issues.

Financial Operations Manager, St Vincent's Health Australia

Our new Statement Reconciliation bot is amazing! I just reviewed a reconciliation of one of our largest suppliers and it took me less than 5 minutes - it was beautiful!

CEO, LegalStream

Customer Science provided expert advice on developing new business processes enhanced by automation to improve efficiency and cut licensing costs. They facilitated workshops with key business stakeholders and provided recommendations which led to the development of new automated processes that help our business scale.

How we can help

From "this should be automated" to "it just runs"

Know where the time is going.

We work through the process with your team to find where effort and errors build up, and which opportunities are worth pursuing.

Know it's worth it before you commit.

You get a business case with expected benefits, costs, risks and the controls the solution will need, so the decision is easy to make and easy to defend.

Get a solution that fits how you already work.

It's built and tested against your existing systems and processes, and your people are involved before anything goes live.

Keep it working as things change.

Systems get upgraded and processes shift. Live automations are supported, fixed and improved so they keep delivering.

Results for clients like you

The right approach depends on the problem

The task is repetitive and follows clear rules. Robotic process automation handles it end to end.

The work starts with a document, email or message. Intelligent document processing and communications mining extract, classify and route it so a person only steps in when they need to.

It needs judgement or spans several systems. Generative and agentic AI can prepare information, recommend a next step or coordinate actions, with human oversight designed in from the start.

You're not sure where the time goes. Process and task mining show how the work actually happens before anyone picks a tool.

Client work

Automation in practice

All AI & Automation case studies ↗

Hunter Water

Manual effort was slowing critical water services. UiPath digital workers improved accuracy and customer satisfaction and returned the equivalent of $300,000 in staff time in the first two years.

Read the case study ↗

Problems we've solved

Supplier statements take days to reconcile.

Reconciliation is now automated, and only exceptions go to a person. For one large supplier, review now takes under five minutes.

Rosters are constantly corrected by hand.

Manual rostering work was cut, turning hospital admin time into patient-facing time.

Your existing automations keep failing.

The platform was reviewed and its reliability issues fixed, so processes can scale without constant firefighting.

Let’s discuss your needs

Know the return before you spend a dollar

In a free 60-minute session, tell us which work is costing your team the most. You'll receive a written business case for the one or two processes with the strongest case for automation, including costs, expected return and payback period.

Get your free business case

Insights

Related insights

All AI & Automation insights ↗

Your team

Who you'll work with

Meet the whole team ↗

Technology partners

  • UiPath
  • Microsoft
  • SS&C Blue Prism
  • Automation Anywhere
  • OpenAI
  • Anthropic

Which process is costing your team the most?

Get your free business case