OR VIEW OUR FAQ's
Where does AI show up in your services?
Customer Contact: to assist with triage, workflow and analysis.
Training & Annotation: to teach AI what good looks like.
Insight & Studio: to spot trends and generate content.
Internal operations: to automate tasks and boost team knowledge.
In all cases, AI is a tool, not a replacement for human judgment.
What technology powers your AI?
We use Microsoft Azure as our core infrastructure, integrating models from OpenAI, Anthropic, and Google.
All workflows are built for compliance, auditability, and human oversight.
We don’t use off-the-shelf automation - everything is curated, moderated, and controlled.
Is my customer data GDPR-compliant?
Yes. All data is handled with privacy by design, including:
Automated redaction of personal and payment data
Data hosting in UK/EU environments.
SOC 2 compliant infrastructure.
Full audit trails and DSAR support.
Strict data minimisation and retention controls.
What makes your AI different to a chatbot?
Most chatbot deployments rely on vast datasets that are often inconsistent, outdated, or misaligned with brand tone.
At Neos Wave, we train AI using a mix of large and small data-sets. From real conversations from top-performing teams, interviews & curated knowledge and real life case studies.
This creates a healthy, sustainable information diet and leads to trusted and experienced outputs.
What do you mean by “Digital Twin” ?
We use the term "Digital Twin" to describe an AI that’s trained to mirror the service style of a
person or group of people.
This could be top performing customer service agents or a customer persona.
Instead of training models on everything that’s ever been said, we select and curate conversations that closely represent that persona - then use those to shape the data model.
Think of it as a way to scale your best people, not replace them.
How do you minimise errors?
We use multiple safety layers to keep outputs accurate, brand-safe and hallucination to a minimum.
Prompt engineering and intent filtering.
Pre-approved outputs for
high-risk workflows.
Human moderation on
training and deployment.
Continuous logging and QA.
Blending LLM's like OpenAI with smaller custom language models, hosted on our Azure platform.
How do you use Language Models?
We use Small Language Models (SLMs) to handle specialised tasks that require greater accuracy, control, and brand alignment.
These models are trained on curated, high-quality data - including annotated conversations, expert knowledge, and real customer interactions.
While LLMs give us breadth, SLMs give us precision - especially in high-trust, high-impact customer scenarios.
How does Neos Wave test & learn?
Experimentation is essential to progress - its part of our mindset.
We experiment to push the boundaries of our space and to solve real problems.
We have a structured approach:
Hypothesis → Prototype → Controlled Pilot → Live
We run experiments in a secure sandbox with clear protocols.
Current Experiments:
'Dashboardless' Reporting
AI behaviour, tone, and guardrails
Self-Coaching
Digital Twins
AI@Neos Wave
Powering Conversations
Our work with generative AI supports our business,
our team and our clients.
Principles that underpin our AI stack
TRANSPARENT
AND RESPONSIBLE
Conversations annotated.
Human Editorial Control.
Pre-approved AI outputs for high-risk workflows.
No unsupervised automation for sensitive issues.
Auditable logs and configurable guard-rails for each brand.
Test-and-learn sandbox with guardrails in place.
ENTERPRISE INFRASTRUCTURE
Microsoft Azure is our core platform.
Encrypted in storage and transit (AES-256, TLS 1.2+).
API-based workflows with strict access controls.
LLMs from OpenAI, Anthropic+ Google with curated SLMs.
SOC II compliant for logging, retention and access control.
COMPLIANCE + PRIVACY FIRST
Automated redaction of personal and payment data.
Full audit trails and access controls.
Hosted on UK+EU servers to ensure GDPR compliance.
Built-in support for DSARs and data governance requests.
Compliance with cross-border transfer requirements.
Here's how Neos Wave is using AI.
CUSTOMER CONTACT
Make contact faster, smarter, and customer centred.
Smart triage and query routing
Automated workflows
'Digital Twin' for voice and chat
Coaching Cues
Intent + Issue Analysis
Language and escalation triggers
DATA TRAINING MODELS
Data Models with the right conversational foundation.
Human-led Annotations
Edge case moderation
Simulation and Safe model testing
Structured tagging reducing Bias
Hallucination Mitigation
SLM's built on curated knowledge
STUDIO
PLATFORM
Turn information into conversational insight.
Dashboardless Reporting
Data ingestion + summarisation
Transcript + Editorial curation
Automated production
Multi-Modal distribution
Brand-Safety Guardrails & Audits
INTERNAL OPERATIONS
Support our people, so they can support your customers.
On-demand training simulations
Quality Logs + Coaching cues
Task and workflow automation
Instant knowledge retrieval
Internal playbook generation
Audit and Guardrail policies
