GB18 PLC: Empowering Your Digital Presence

---

Enhance customer satisfaction and employee productivity with conversational agents that understand intent, reason in context and act across your enterprise systems, designed and delivered by GB18’s highly experienced team of AI architects.

Why Conversational AI Has Become Mission‑Critical

Gartner predicts that, by 2027, chatbots will handle 70 percent of enterprise interactions. Yet many early deployments fail—confusing users with canned responses, leaking data or stalling at proof‑of‑concept due to brittle intent models. GB18 avoids these pitfalls by coupling large language models with retrieval‑augmented generation, guardrails and human‑in‑the‑loop training that drive continuous improvement and compliance.

Common Pitfalls We Fix

Generic Intents

Most bots rely on a handful of catch‑all intents, forcing users into rigid scripts. We build hierarchical intent graphs enriched with business ontologies and real‑time context, enabling nuanced, natural dialogues that adapt dynamically as conversations evolve.

Data Leakage Risks

Lesser developers overlook prompt injections and logging vulnerabilities that expose sensitive information. Our secure orchestration layer enforces role‑based access, redacts PII in transit and embeds anomaly detection to halt suspicious queries before any data leaves your perimeter.

Fragmented Knowledge Sources

Bots trained on siloed FAQs return inconsistent answers. We implement retrieval‑augmented pipelines that fuse structured databases, document stores and live APIs, ensuring responses are up‑to-date, authoritative and traceable back to a single source of truth.

Our End‑to‑End Assistant Development Framework

Successful conversational solutions require more than a model; they demand robust architecture, governance and user‑centric design. GB18’s sprint‑based framework delivers production‑ready assistants while keeping stakeholders in control of budget and risk.

Discovery & Persona Mapping

We conduct workshops to identify user journeys, pain points and success metrics. Conversational personas are crafted to align tone, vocabulary and escalation paths with brand guidelines and regulatory constraints, forming a blueprint that guides every design decision.

Secure Integration Layer

Our middleware abstracts chat logic from backend systems, exposing task APIs with fine‑grained permissions. This decoupling accelerates development, simplifies maintenance and ensures legacy systems can be swapped or upgraded without rewriting conversational flows.

Continuous Learning Ops

Automated pipelines capture live transcripts, cluster unhandled utterances and route them into data‑labelling queues. Weekly retraining cycles incorporate feedback, enabling the assistant to expand coverage and accuracy without prolonged downtime or risky manual tweaks.

Capabilities Across Customer and Employee Journeys

Whether front‑of‑house or behind the firewall, GB18 assistants streamline tasks, boost satisfaction and unlock new revenue streams, all while maintaining brand voice and compliance.

Customer Support Automation

Agents triage issues, surface personalised solutions from knowledge bases and raise tickets only when human expertise is essential—reducing average handling time by up to 40 percent and freeing agents for complex cases that build loyalty.

Sales & On‑Site Engagement

Proactive bots greet visitors, qualify leads with conversational forms and schedule demos directly in calendars. Tight CRM integration means every interaction enriches customer profiles, boosting conversion rates without spamming prospects.

Workplace Productivity Agents

Internal assistants fetch policy documents, generate expense reports and orchestrate IT requests through service‑desk APIs. Natural‑language commands cut context‑switching, so employees reclaim hours otherwise lost to portals and manual approvals.

Roadmap to Conversational Excellence

Launching a chatbot is the start—not the finish—of conversational transformation. GB18 partners long‑term to optimise, scale and govern your assistant ecosystem.

Executive Alignment

We translate conversational KPIs into financial impact—deflection rates, upsell conversions and hours saved—securing continued sponsorship and clear budget lines for iterative enhancement as business needs evolve.

Change Management & Training

Role‑based workshops teach support staff, marketers and developers how to review transcripts, fine‑tune responses and design new skills, ensuring internal ownership and preventing vendor dependence.

Ethical & Compliance Guardrails

We embed toxicity filters, bias audits and opt‑out mechanisms, maintaining trust and meeting regulations such as GDPR, ISO 42001 and upcoming UK AI Code of Practice, protecting brand reputation as adoption scales