HomeServe UK utilises AI & automation to transform customer journeys

HomeServe UK utilises AI & automation to transform customer journeys

HomeServe is an international home repairs and improvements business that provides residents with access to tradespeople and technology to help them run their homes more easily.


The Challenge

With HomeServe UK receiving millions of voice contacts each year, the company was keen to unlock potential productivity and efficiency gains. However, it was determined that any operational optimisation programme would not have any negative impact on the Customer experience.

The Solution

Working with Sabio, HomeServe UK has supported Customers with a lifelike conversational AI solution featuring state-of-the-art virtual agents. Sabio took advantage of Google Cloud and Google’s Dialogflow solution power, integrating them with technology from Twilio, Looker and its own Sabio Airline.

The Results

Since initially deploying conversational AI in its claims operation, HomeServe UK has achieved impressive results, including:

  • Providing a simpler and quicker experience for Customers, with typical interactions taking just 60 seconds
  • Gaining new levels of CX insight, with Sabio’s conversational AI solution categorising up to 150 separate Customer intents – 20x more than HomeServe UK’s previous automated IVR
  • Demonstrating conversational AI’s ability to handle intensive transactional interactions, with 85% of customers entering the AI successfully completing the process
  • Rapid deployment and the ability to make changes in minutes rather than days should prove an important differentiator for HomeServe UK
Sign up for our Newsletter

Relevant solutions

Powered by


How BGL Group extended self-service capabilities to phone with AI

View case study

Supporting the BGL Group with best practice contact centre consulting

View case study
Start your journey with Sabio
If you're interested in developing more efficient and effective
customer experience for your business, our team of experts it always on hand to help.
Get in touch
Sabio Group
Did you know?
Sabio is Spanish for 'wise', and is associated with King Alfonso X 'El Sabio' (1221-1284).
The name Sabio reflects the importance we place on the quest for knowledge, achievement and embracing the benefits of the diversity.
Discover more about Sabio