Success Story

Re-imaging customer
service with
real-time
AI insight

2025

The partnership was formed
3

Streams of work
5

Products including Data Science, Python, DevOps, Java, JavaScript

The Overview

Godel partnered with Akixi to embed AI capability into its contact centre analytics platform – improving real-time customer insights, while strengthening the technical foundations required for continued product evolution.

The Challenge

Akixi provides advanced analytics software for contact centres operating within Microsoft Teams. As adoption of Teams telephony accelerated, expectations also rapidly changed. Contact centres demanded more than basic statistics in their reports, instead requiring greater visibility into customer sentiment, earlier identification of service risk and a much clearer insight to improve CX outcomes. Akixi recognised the opportunity to evolve its platform and introduce meaningful AI capability into a live, enterprise product without disrupting performance and the reliability customers had come to expect.

The Solution

Godel embedded AI engineering capabilities directly into the foundations of the Akixi platform. A dedicated machine learning team is building real-time sentiment analysis into live call data, enabling better insights into customer interactions. Intelligent workflows were also introduced to highlight potential service risks and support faster responses.

In parallel with new functionality, Godel established modern engineering standards, scalable development pipelines and architectural principles to ensure AI capability was production-ready, secure and sustainable. The focus wasn’t just feature delivery but embedding intelligence into the product architecture itself.

Live Sentiment Integration

Real-time sentiment analysis is being integrated into live call data via Teams
Proactive AI Workflows

AI-driven workflows supporting earlier identification of service risks
Embedded Intelligence

Dedicated machine learning capability embedded within the product
Scalable Modernisation

Modernised engineering standards and scalable architecture
AI-Driven Proposition

Strengthened enterprise proposition in an increasingly AI driven market

“Godel brought real AI engineering expertise to our platform – embedding it into our product with the right architecture and standards underpinning it. The result is intelligent capability we can confidently take to market and continue to build on.”

John Burton | CEO

Enhanced visibility

For contact centres, improving customer experience management
Clearer identification

Of churn indicators and performance issues
Competitive Differentiation

Stronger product differentiation for Akixi in competitive enterprise sales
Scalable

Technical foundations allowing continued AI-led innovation
Delivery Confidence

Increased confidence in delivering intelligent capability at pace

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