Case Study
Jack Burton
Using AI to scale high performing telephony teams, without replacing the humans.
How The49 built Jack Burton, an AI co-pilot that steers telephony workers towards perfect data capture, best-practice performance and perfect compliance.
01
The challenge
Working as a telephony agent, whether in sales or servicing, carries enormous cognitive load. Multi-tasking needs to include capturing data, following compliance rules, managing case specifics, searching product catalogues, setting next steps—and that’s only on the surface. And all whilst being charismatic. Mistakes feel inevitable, but are they?
02
The approach
We built Jack Burton as a call co-pilot to manage as much of the heavy lifting for agents as possible. Jack allows managers and consultants to feed a tightly controlled telephony process with their expectations and expertise, without distracting their agents from their number one priority: the customer.
But we also realised that a co-pilot could only do so much—we needed to be able to analyse where an agent was doing well and where they needed help, and then create a feedback loop and a way to train agents on best-practice - so we built QA and training tools into Jack too.
03
The execution
Our engineering and design teams have built this software to be highly adaptable in the ever-changing AI landscape. In areas where foundational AI models are continuously evolving, the software is flexible and can adjust accordingly. In contrast, in areas where clear, decisive actions are needed, it offers strong, well-defined guidance, striking the perfect balance between adaptability and expertise.
04
The impact
Jack Burton is already live with millions of call minutes being recorded each month. The software is improving performance in its launch industry of insurance, and steadily attracting an excited pipeline of companies looking to radically improve their telephony ops with a single high-leverage action - signing up with Jack Burton.
05
The future
Jack Burton is building out a network of suppliers as we begin our expansion across multiple high-call-volume, high-regulation industries. As our team deepens Jack’s capabilities across the full workflow associated with telephony work, the feedback loop will accelerate and strengthen - Jack Burton is inevitable.
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