Unbiased: A journey to smarter support with AI
Unbiased is the UK's leading AI-enhanced financial advice platform, connecting thousands of people with trusted professionals, including financial advisers, mortgage brokers and accountants. Supporting both consumers and professionals means managing a high-volume, often complex support operation that relies on fast, reliable customer care.
Behind it all is a lean six-person team fielding thousands of monthly interactions across inbound calls, emails, and social channels. The challenge: upholding outstanding service and customer care, while ensuring the wellbeing of everyone on the team.
“My job is to make sure we protect both service quality and the wellbeing of my team,” says Daniel Piggott-Stewart, Head of Customer Support. “As a growing business, we’re always looking for ways to reduce pressure on our team without compromising on quality.”
As Unbiased scaled, Daniel needed a solution that would support the team in maintaining these high standards, ensuring strong, personal service even as the volume of requests grew.
Maintaining experience and metrics at scale
The world of financial advice is built on trust and reliability. For Unbiased, every interaction is an opportunity to deliver on their promise to customers and professionals. The variety and volume of cases, spanning simple questions to complex advice, requires a flexible and responsive approach.
Daniel sums it up:
"Support covers customer calls, assists our registered financial professionals, and reduces admin for Unbiased’s Account Managers. It’s a huge workload."
What Unbiased needed was a way for their support team to manage increasing inbound volume and maintain their exceptional standards, all with the current team’s resources. The solution had to provide hands-on care while freeing the team for deeper, more meaningful support.
The solution: a seamless, brand-aligned AI Voice Agent
Aircall’s AI Voice Agent became Unbiased’s tool of choice for supporting their expanding support needs. The team implemented AI Voice Agent to cover common queries and provide a safety net for overflow, while ensuring that more complex or nuanced conversations would be directed back to their skilled team members when needed.
Rolling out AI Voice Agent was an exciting and collaborative effort:
"We did a lot of internal testing before we put it live. Once we’d entered all of the knowledge that the AI Voice Agent needed, different stakeholders around the business started to make test calls. It was quite fun, especially because I don't think many of these people had actually experienced AI that was as sophisticated."
- Daniel Piggott-Stewart, Head of Customer Support, Unbiased
Every detail was considered, from the frequently asked questions provided, to the warmth of the greeting message, and friendliness of AI Voice Agent’s voice. As Daniel says,
“With AI Voice Agent, we wanted something that would replicate that [human] warmth. So, we went for an AI Voice Agent with a more friendly tone. We adapted the agent in such a way that makes it feel like you’re going to be in safe hands.”
The results: higher service levels and a thriving team
The difference was clear and measurable soon after launch. Unbiased recorded a huge uplift in service level, stabilising at around 93%.
AI Voice Agent seamlessly took care of routine, high-frequency questions and requests, letting human agents dedicate more attention to unique customer needs and special projects. Daniel shares,
"As a growing business, we’re always looking for ways to reduce pressure on our team without compromising on quality. And what we found is that, with Aircall’s AI Voice Agent, we've achieved a 23% uplift in our service level. It's like gaining an extra team member but without the added headcount."
With AI Voice Agent working as a safety net, Daniel's team were now able to deliver consistently high standards even as contact volumes and business demands increased, without additional stress or the need for more headcount.
In practice, Aircall’s AI Voice Agent became an extension of the team, reliably handling repetitive tasks and letting agents focus on more value-driven work. Daniel describes the impact: “It gave us a buffer. The AI handles what it can confidently, and our agents are there for when human input matters.”
Advice to other support leaders
Daniel’s message to other support leaders is built on real experience:
"I would say prevention is so much better than cure when it comes to burnout and the wellbeing of your team members. When your team is experiencing a high level of challenge, as people managers, I think we have an absolute obligation to offer people a high level of support to go with it."
He encourages other businesses to consider the details.
"I think AI Voice Agent can really be that high level of support, if you’re willing to make the investment, and fine-tune it so that it meets your tone of voice, your customers won’t be jarred by the experience. They’ll see it as a reasonable alternative while they wait to speak with someone directly."
- Daniel Piggott-Stewart, Head of Customer Support, Unbiased
For Unbiased, implementing AI Voice Agent has enabled the team to maintain high-touch service and healthy team dynamics, all while scaling confidently.
With Aircall’s AI Voice Agent, organisations like Unbiased are redefining what exceptional support looks like. By seamlessly balancing innovation and a human-first approach, they’ve empowered their teams to thrive while delivering a customer experience that inspires trust and loyalty. It’s not just about meeting today’s demands, but building a foundation for smarter, stronger growth ahead.
Start your journey to smarter support, with Aircall.