A customer states the trip, the cover or the product in their own words. The agent resolves it against live availability and pricing and carries the booking through to completion, inside the real flow.
What it does
A journey you can talk to.
Most estates make the customer do the translating: their need into your menus, filters and form fields. The agent removes the translation. The customer says what they want; the journey assembles itself around the answer.
Discovery driven by what the customer is trying to do, not by spec-sheet filters. The agent narrows a catalogue or a product range by intent and explains why each option fits.
Policy questions, account changes, what-happens-if queries, answered in plain language from governed sources, with a clean handover to a person when the conversation needs one.
Not a vendor widget floating over the page. The agent ships inside the live platform, in the client's design system and tone of voice, reading the same content the rest of the estate serves.
The guided journey The customer asks in their own words, the agent answers from live estate data and guides the next step. The completed journey carries the one lime mark. Below, the path it replaces
Fig 1 · The guided journey The customer asks in their own words, the agent answers from live estate data and guides the next step. The completed journey carries the one lime mark. Below, the path it replaces: menus, form fields, and the drop-off where the translation effort gives out.
Where it has run
Built on real estates, not demos.
The agent earned its place on client estates before it became a product. Three journeys shaped it, in three industries with very different stakes.
Reference journeys
Leading international ferry operator
A conversational booking journey for a leading international ferry operator. The customer describes the crossing, the vehicle and the dates in their own words; the agent assembles routes, sailings and prices inside the live booking flow. The flagship of our travel and tourism work.
The Hartford
Conversational servicing for a major insurer. Policy and servicing questions answered in plain language, every answer drawn from governed sources, built to the standard an insurance and finance estate demands.
Nikon
Product discovery for a camera brand. Customers describe what they shoot and how; the agent narrows the range by intent rather than asking them to compare sensor specifications, and explains the trade-offs as it goes.
Cleared client reference
The customer's world
The journey starts in plain language, long before a form appears.
How it lands
The agent is the product. Bloom lands it.
A conversational agent is only as good as its integration: the availability systems, the content model, the brand voice, the measurement. That is engineering work, and it is what Bloom, our customer experience service, does. The agent arrives through Bloom: discovery of the journey worth conversing about, integration into the live flows, the client's design system applied, and measurement wired in from the first release. The first working journey is live in weeks, not quarters, then it widens.
The delivery engine
Customer Experience Bloom
The wider AI picture
AI & Gen AI Solutions
The regulated home
Insurance & Finance Lead vertical
Customer experience engineering, shipped in your brand. The service that lands the agent.
Where the agent sits among the AI we build into live estates.
The sector whose governance standards shaped how the agent behaves.
Governance
Governed before it speaks.
A conversational agent on a regulated estate is making statements to customers on your behalf. We treat that with the seriousness it deserves. No unreviewed output in front of customers.
What the agent can say passes through review before customers see it. New journeys, new answers and new phrasings go live through a gate, not a deploy.
Every answer traces back to approved content in the estate. If the source is not governed, the agent does not say it.
The agent guides within the journey it was built for. Outside that scope it hands over to a person rather than guessing.
The servicing work grew up on regulated estates, where Consumer Duty and audit expectations are the baseline. That posture carries to every industry the agent runs in.
Questions
Frequently asked questions.
What is the Conversational Agent?
A guided-journey conversational agent built into the live platform: natural-language search and booking, intent-aware discovery and servicing conversations, shipped in the client's brand. It is the product behind our ferry booking, insurance servicing and camera product discovery work.
Is it a chatbot bolted onto the site?
No. It is built into the estate itself: the same content, the same booking and servicing flows, the same design system. The conversation is another way through the journey, not a widget beside it.
Can it run on a regulated estate?
Yes, that is where it grew up. Review gates keep unreviewed output away from customers, every answer traces back to approved content, and the agent guides within the journey rather than improvising outside it.
How does it reach our platform?
Through Bloom, our customer experience engineering service. The agent is the product; Bloom is the engineering that lands it in your estate, your brand and your journeys, with measurement from the first release.
Which platforms does it work with?
The estate you already run. We integrate the agent with the CMS, commerce, booking and servicing systems in place rather than asking you to replatform first. If the estate itself needs work, that is a separate, honest conversation.
Start here
Give customers a journey they can ask.
Tell us the journey your customers struggle to complete: the booking, the servicing call, the product they cannot find. We will show you what it looks like as a conversation, on your estate, in your brand.