AI workflows that never sleep. Human support on your schedule.
Combine always-on AI for triage, deflection and FAQs with Finland-delivered human support during agreed hours. Cover higher volumes and extended windows — 24/5, 24/6 or 24/7 — under a separate written agreement.
- AI responding 24/7 within scope
- Human cover on agreed schedule
- Finland-delivered by Hope Valley
- Extended hours by separate written agreement
A clear handoff between AI and human
AI handles repeatable and after-hours conversations. When a situation needs judgement, empathy or authority, the workflow hands off to a human during agreed hours.
1. AI triage and response
Inbound enquiries are answered, deflected or categorised by AI workflows running on agreed scripts and FAQs.
2. Escalation when needed
Conversations that meet escalation criteria are routed to a human queue with full context.
3. Human follow-up
A Finland-based operator handles the conversation during agreed hours and closes the loop in your CRM.
Coverage options
AI is always on. Human cover follows the schedule you agree with Hope Valley. Weekend or 24/7 human cover is provided only under a separate written agreement.
- Business hoursMon–Fri 09:00–17:00 Finland timeAI responding 24/7Human cover during business hours
- Extended 24/5Mon–Fri, agreed extended windowAI responding 24/5Human cover on agreed schedule
- Weekend 24/6 or 24/7Including weekends, by separate written agreementAI responding 24/7Human cover only on agreed schedule under separate written agreement
We do not claim human operators are reachable 24/7 by default. Standard human hours are Mon–Fri 09:00–17:00 Finland time. Extended customer support runs Mon–Fri 08:00–20:00 when agreed. Weekend or 24/7 human cover requires a separate written agreement.
Use AI where it helps. Use people where it matters.
Best handled by AI
- FAQ deflection and quick answers
- Order, booking or delivery status lookups
- Password resets and account self-service
- After-hours capture and acknowledgement
- Initial triage and routing
Best handled by a human
- Complex complaints and exceptions
- Empathy-required conversations
- Approved sales conversations and follow-ups
- Authority decisions and edge cases
- Escalations that need judgement
Three starting tiers for AI workflows
AI tier fees cover setup, ongoing workflow operation and tuning. Human hours are billed separately at Customer Support rates. All prices excl. VAT.
Starter
excl. VAT
Best for small teams introducing AI to one support channel.
- One communication channel
- Up to ~500 interactions per month
- AI responding 24/7 within scope
- Human escalation during business hours
- Monthly activity summary
Growth
excl. VAT
Best for growing teams needing wider coverage and more channels.
- Two to three channels
- Up to ~2,000 interactions per month
- AI responding 24/5
- Agreed human cover Mon–Fri extended hours
- Monthly review and tuning
Scale
excl. VAT
Best for higher volumes or weekend cover under a separate agreement.
- Multi-channel coverage
- High interaction volume
- AI responding 24/6 or 24/7
- Human cover on agreed schedule, separate written agreement
- Custom integrations and reporting
Customer Support rate, excl. VAT. Billed alongside the AI tier.
Billed separately, only where calling is part of the agreed scope.
Pricing is a starting point. Final fees depend on agreed channels, interaction volumes, integrations, reporting and human coverage window. Extended or weekend human cover is agreed in writing.
What we don't promise
- We do not claim humans are reachable 24/7 by default. Weekend or 24/7 human cover is agreed in writing.
- We do not publish vendor names for the AI platform. CRM and workflow tooling may use HighLevel where agreed.
- AI quality depends on the scripts, FAQs and data you approve. We tune workflows during the agreed scope.
- AI is not a replacement for human judgement in complex, sensitive or regulated situations.
Data-processing arrangements are agreed where required before relevant service delivery begins.
Human hours we operate
Standard human hours
Mon–Fri 09:00–17:00 Finland time
Default cover for AI escalations.
Extended Customer Support
Mon–Fri 08:00–20:00 Finland time
Available when agreed in scope.
24/5, 24/6 or 24/7 human cover
Agreed schedules under separate written agreement
Including weekends only by separate written agreement.
Cover high volumes without overpromising
Tell us which channels and hours you need to cover, and we will define an appropriate AI tier and human schedule.