Skip to content
future-of-cs-solution-icon

Future of Customer Service

Digital CX solutions: human-led, AI-powered.

We build the future of service by fusing deep human expertise with intelligent automation and AI, delivering scalable outcomes with every customer interaction.

Accelerate your digital transformation
Image (3)

Transform your contact centre from a cost centre into a strategic asset. Our Future of Customer Service solutions integrate intelligent automation, AI-powered analytics and expert human capital to help realise operational excellence. As the leading authority in digital CX, we co-design digital ecosystems that uplift customer loyalty metrics today, while building competitive advantage for tomorrow. 
Accelerate your digital transformation
Rapid efficiency gains 

Automate routine interactions and tasks through digital solutions that create meaningful improvements such as reduced AHT.

Actionable data accuracy 

Leverage accurate call analytics to eliminate ‘unknown reasons’ and enable targeted coaching and issue resolution.

Superior customer loyalty

Identify and resolve friction points in the experience proactively, resulting in verifiable uplifts such as a stronger NPS.

Maximised agent potential

Reduce agents’ manual quality assurance and refocus managers on high-value coaching that drives improved process quality scores.

Scalable digital deflection

Secure high self-service rates and manage surge events with market-leading conversational AI/Interactive Voice Response (IVR).

Our capabilities

Solutions for digital and AI excellence
Solutions for digital and AI excellence
iStock-1494295689

Probe Digital Agent

Self-Service Operation

Essential for digital deflection and self-service, Probe Digital Agent handles customer enquiries and resolves issues autonomously, driving both business growth and operational efficiency.

Virtual Agent
Conversational AI/Interactive Voice Response
Intelligent Routing

Probe OS

Agent & Manager Augmentation

Leverage a suite of seamless AI-powered capabilities within our advanced operating system to streamline agent workflows, uplift performance and enhance talent management.

Agent Copilot
Intelligent Case Summarisation
Automated Quality Management

DEX

Digital Executive Capabilities

Enable optimised operations at scale. Inform strategic decision-making using advanced AI analytics to improve your operations, workflows and business model.

Automation & Integration
AI & Advanced Analytics
CRM & Experience Design
Applied AI Operations
Where insight extends into impact
Image (4)
Why Probe CX

Where insight extends into impact

Our expert team orchestrates the future of customer experience through data-driven CX solutions producing measurable results. 
Differentiated data architecture
Measurable ROI, not hype
Unparalleled industry insight
Proven technology partnerships

Quantifiable results. Proven value.

We help organisations achieve the scalable operational excellence and personalised experiences necessary to compete in an ever-changing world.

$10

In labour costs saved
Telehealth provider rapidly deploys cross-functional teams, reducing average handling time by 35%
Learn more

-25

Average handling time (AHT)

Transport company cuts AHT and increases NPS by 14 points through unified technical solution.

Learn more

+75

Caller efficiencies

IVR implementation improves deflection, automation and routing of high call volumes.

Learn more

Industries we support

Reshaping ecosystems for Australia’s leading brands in:
BFSI

Increase responsiveness, proactively manage risk and create long-term relationships while preserving trust. 
Government

Our experts implement efficiencies that support improved civilian engagement with government services. 
Healthcare

We help ensure equitable patient experiences and streamline service delivery with reduced operational cost.
Telecommunications

We help telcos effectively handle high volumes, ensure fast issue resolution and reduce customer churn.
Energy & Utilities

Drive self-service adoption to reduce cost-to-serve, while digital agents manage peak demand and service outages.
Retail & Ecommerce

Partner with us to retain customers and drive loyalty with experiences that contribute to revenue growth. 
Travel

Shape memorable experiences with 24/7 automated support to manage complex bookings and journey disruptions.
Mining

We offer advanced data-driven solutions focused on process optimisation, resulting in a competitive advantage. 
Transport & Logistics

Streamline operations and the customer journey to increase customer satisfaction with proactive exception management.

Customer experience insights

Let’s take your CX to
new heights

Ask our team how we can partner with you and elevate the customer experience at scale.

Let’s take your CX to new heights

Ask our team how we can partner with you and elevate the customer experience at scale.