MANAGED CONVERSATION OPERATIONS
Conversation Ops
Your conversations, working for you
A managed service for the channels your operation already runs on. We monitor them at scale, work out what each message means, and drive the action it should have triggered.
No new tools to learn
Proven in production
Live in weeks, not quarters
MANAGED CONVERSATION OPERATIONS
Conversation Ops
Your conversations, working for you
A managed service for the channels your operation already runs on. We monitor them at scale, work out what each message means, and drive the action it should have triggered.
No new tools to learn
Proven in production
Live in weeks, not quarters
MANAGED CONVERSATION OPERATIONS
Conversation Ops
Your conversations, working for you
A managed service for the channels your operation already runs on. We monitor them at scale, work out what each message means, and drive the action it should have triggered.
No new tools to learn
Proven in production
Live in weeks, not quarters
MANAGED CONVERSATION OPERATIONS
Conversation Ops
Your conversations, working for you
A managed service for the channels your operation already runs on. We monitor them at scale, work out what each message means, and drive the action it should have triggered.
No new tools to learn
Proven in production
Live in weeks, not quarters
You are one unread thread
from a cost nobody saw coming
You are one unread thread
from a cost nobody saw coming
You are one unread thread
from a cost nobody saw coming
You are one unread thread
from a cost nobody saw coming
Deals are agreed on a phone call, jobs are dispatched over WhatsApp and problems surface in a Teams thread at ten past five. The systems of record hold the structure of the business, but the truth of the day moves through talk.
For decades software has tried to cure this by making people type into forms instead: portals, apps, ticketing systems. Billions have been spent, and still customers simply send a message, because talking is how people work. That battle has been fought and lost many times over.
What fills the gap is people. They read every message, work out what it means and carry it into the systems that run the business, all day and every day. We call this human middleware, and every organization we have looked inside is full of it.
Deals are agreed on a phone call, jobs are dispatched over WhatsApp and problems surface in a Teams thread at ten past five. The systems of record hold the structure of the business, but the truth of the day moves through talk.
For decades software has tried to cure this by making people type into forms instead: portals, apps, ticketing systems. Billions have been spent, and still customers simply send a message, because talking is how people work. That battle has been fought and lost many times over.
What fills the gap is people. They read every message, work out what it means and carry it into the systems that run the business, all day and every day. We call this human middleware, and every organization we have looked inside is full of it.
Deals are agreed on a phone call, jobs are dispatched over WhatsApp and problems surface in a Teams thread at ten past five. The systems of record hold the structure of the business, but the truth of the day moves through talk.
For decades software has tried to cure this by making people type into forms instead: portals, apps, ticketing systems. Billions have been spent, and still customers simply send a message, because talking is how people work. That battle has been fought and lost many times over.
What fills the gap is people. They read every message, work out what it means and carry it into the systems that run the business, all day and every day. We call this human middleware, and every organization we have looked inside is full of it.
Deals are agreed on a phone call, jobs are dispatched over WhatsApp and problems surface in a Teams thread at ten past five. The systems of record hold the structure of the business, but the truth of the day moves through talk.
For decades software has tried to cure this by making people type into forms instead: portals, apps, ticketing systems. Billions have been spent, and still customers simply send a message, because talking is how people work. That battle has been fought and lost many times over.
What fills the gap is people. They read every message, work out what it means and carry it into the systems that run the business, all day and every day. We call this human middleware, and every organization we have looked inside is full of it.
WHAT IT COSTS
The cost is not the message
It is the action that never followed
Poor communication already costs US business up to $1.2 trillion a year¹, with people interrupted every two minutes² and a quarter of every week lost to searching³. That is the background level. The sharper costs land wherever a conversation fails to become an action.
1 Grammarly/Harris Poll, 2022 · 2 Microsoft Work Trend Index, 2025 · 3 Atlassian State of Teams, 2025
Customers leave without saying a word
And the first you hear of it is the renewal that never comes
Bad experiences put nearly $3 trillion of sales at risk this year⁴, more than half…
One unread thread can become a fine, a lawsuit or a law
Because regulators and courts now treat chat as the business record
Banks have paid more than $3bn in penalties for business done in unrecorded WhatsApp chats¹¹,…
The work of joining systems together lands on your best people
Because they are the only ones who know how everything connects
Teams lose more than eight working weeks a year hunting for information⁸, and miscommunication drives…
The next users of your channels will not be human
And they will not wait to be given a door
Automated traffic is already 53 per cent of the web¹⁶. Agents can now use tools,…
WHAT IT COSTS
The cost is not the message
It is the action that never followed
Poor communication already costs US business up to $1.2 trillion a year¹, with people interrupted every two minutes² and a quarter of every week lost to searching³. That is the background level. The sharper costs land wherever a conversation fails to become an action.
1 Grammarly/Harris Poll, 2022 · 2 Microsoft Work Trend Index, 2025 · 3 Atlassian State of Teams, 2025
Customers leave without saying a word
And the first you hear of it is the renewal that never comes
Bad experiences put nearly $3 trillion of sales at risk this year⁴, more than half…
One unread thread can become a fine, a lawsuit or a law
Because regulators and courts now treat chat as the business record
Banks have paid more than $3bn in penalties for business done in unrecorded WhatsApp chats¹¹,…
The work of joining systems together lands on your best people
Because they are the only ones who know how everything connects
Teams lose more than eight working weeks a year hunting for information⁸, and miscommunication drives…
The next users of your channels will not be human
And they will not wait to be given a door
Automated traffic is already 53 per cent of the web¹⁶. Agents can now use tools,…
WHAT IT COSTS
The cost is not the message
It is the action that never followed
Poor communication already costs US business up to $1.2 trillion a year¹, with people interrupted every two minutes² and a quarter of every week lost to searching³. That is the background level. The sharper costs land wherever a conversation fails to become an action.
1 Grammarly/Harris Poll, 2022 · 2 Microsoft Work Trend Index, 2025 · 3 Atlassian State of Teams, 2025
Customers leave without saying a word
And the first you hear of it is the renewal that never comes
Bad experiences put nearly $3 trillion of sales at risk this year⁴, more than half…
One unread thread can become a fine, a lawsuit or a law
Because regulators and courts now treat chat as the business record
Banks have paid more than $3bn in penalties for business done in unrecorded WhatsApp chats¹¹,…
The work of joining systems together lands on your best people
Because they are the only ones who know how everything connects
Teams lose more than eight working weeks a year hunting for information⁸, and miscommunication drives…
The next users of your channels will not be human
And they will not wait to be given a door
Automated traffic is already 53 per cent of the web¹⁶. Agents can now use tools,…
THE SOLUTION
What happens in chat
Owned, measured and acted on
Conversational Operations is a management layer for the conversations your organization runs on. It is not a chatbot and it is not a policy document. It is four concrete things, installed and run as one function
A live map of the channels
Every channel where operational conversation happens, owned, informal or external. Found, named and costed, and kept up to date.
Monitoring and reporting inside the channels
We read whole threads and report intent, tone and outcomes. No transcripts, no PII, open for anyone to inspect. This is how it stays visible and trusted.
Agents that turn talk into action
Deployed into the channels themselves and wired to your systems of record. A request in a thread becomes a booking, a dispatch or an alert. The same door serves AI agents.
A framework for people
Light-touch rules that treat conversation as a first-class way of working: chat enabled, security respected, agentic traffic permissioned. Guidance gets followed when it doesn't fight behavior.
DevOps gave software delivery an owner, a measure and a method. FinOps did the same for cloud spend. Conversational Operations is that discipline for conversation, and we deliver it as a managed service.
THE SOLUTION
What happens in chat
Owned, measured and acted on
Conversational Operations is a management layer for the conversations your organization runs on. It is not a chatbot and it is not a policy document. It is four concrete things, installed and run as one function
A live map of the channels
Every channel where operational conversation happens, owned, informal or external. Found, named and costed, and kept up to date.
Monitoring and reporting inside the channels
We read whole threads and report intent, tone and outcomes. No transcripts, no PII, open for anyone to inspect. This is how it stays visible and trusted.
Agents that turn talk into action
Deployed into the channels themselves and wired to your systems of record. A request in a thread becomes a booking, a dispatch or an alert. The same door serves AI agents.
A framework for people
Light-touch rules that treat conversation as a first-class way of working: chat enabled, security respected, agentic traffic permissioned. Guidance gets followed when it doesn't fight behavior.
DevOps gave software delivery an owner, a measure and a method. FinOps did the same for cloud spend. Conversational Operations is that discipline for conversation, and we deliver it as a managed service.
Agents
Customer assistants, staff agents, agents acting for other systems
Channels
SMS, Instagram, Messenger, WhatsApp, voice, email, Teams, Slack
Agent door: A2A and MCP
Messages in, responses out
Boundary 1: admission
Conversation Ops
1Admit
2Understand
3Act
Boundary 2: system access
Least privilege, scoped to agreed workflows
Your systems
CRM, booking, schedule, payroll, payments, ticketing
Select a stage to learn more
Chat becomes a workflow
you can actually trust
Chat becomes a workflow
you can actually trust
Chat becomes a workflow
you can actually trust
Chat becomes a workflow
you can actually trust
Everything in view
Every operational conversation captured as intent and outcome. No transcripts, no PII, open for anyone to inspect.
Machinery behind the conversations
Bookings, dispatches, approvals and escalations wired straight into your systems of record.
Nothing to roll out
Your teams keep talking where they already talk. For decades software made organizations bend around it. This bends around them.
Everything in view
Every operational conversation captured as intent and outcome. No transcripts, no PII, open for anyone to inspect.
Machinery behind the conversations
Bookings, dispatches, approvals and escalations wired straight into your systems of record.
Nothing to roll out
Your teams keep talking where they already talk. For decades software made organizations bend around it. This bends around them.
Everything in view
Every operational conversation captured as intent and outcome. No transcripts, no PII, open for anyone to inspect.
Machinery behind the conversations
Bookings, dispatches, approvals and escalations wired straight into your systems of record.
Nothing to roll out
Your teams keep talking where they already talk. For decades software made organizations bend around it. This bends around them.
Everything in view
Every operational conversation captured as intent and outcome. No transcripts, no PII, open for anyone to inspect.
Machinery behind the conversations
Bookings, dispatches, approvals and escalations wired straight into your systems of record.
Nothing to roll out
Your teams keep talking where they already talk. For decades software made organizations bend around it. This bends around them.
GETTING STARTED
One channel
Then the rest
Nobody hands over their operation on day one, and we would not ask. We start where the pressure is, prove it there, and expand once you have seen it work.
Book a meeting
Pick one channel
Start at stage one
Stage 1
LOOK
We find where the work is actually happening and measure it. No automation, nothing changes, and you get a baseline to judge everything else against.
Time it takes
STAGE 2
WE SHADOW
The system watches and proposes, without acting. You see what it would have done before it does anything.
Time it takes, etc, tangible output
STAGE 3
WE RUN ONE
One channel, one workflow, live, against criteria agreed before we start. Every action tested against the corpus built in the first two stages.
Time it takes, etc, tangible output
Phase 4
WE EXPAND
More channels, more of the work. Each one is easier than the last because the integration already exists.
Time it takes, etc, tangible output
GETTING STARTED
One channel
Then the rest
Nobody hands over their operation on day one, and we would not ask. We start where the pressure is, prove it there, and expand once you have seen it work.
Book a meeting
Pick one channel
Start at stage one
Stage 1
LOOK
We find where the work is actually happening and measure it. No automation, nothing changes, and you get a baseline to judge everything else against.
Time it takes
STAGE 2
WE SHADOW
The system watches and proposes, without acting. You see what it would have done before it does anything.
Time it takes, etc, tangible output
STAGE 3
WE RUN ONE
One channel, one workflow, live, against criteria agreed before we start. Every action tested against the corpus built in the first two stages.
Time it takes, etc, tangible output
Phase 4
WE EXPAND
More channels, more of the work. Each one is easier than the last because the integration already exists.
Time it takes, etc, tangible output
GETTING STARTED
One channel
Then the rest
Nobody hands over their operation on day one, and we would not ask. We start where the pressure is, prove it there, and expand once you have seen it work.
Book a meeting
Pick one channel
Start at stage one
Stage 1
LOOK
We find where the work is actually happening and measure it. No automation, nothing changes, and you get a baseline to judge everything else against.
Time it takes
STAGE 2
WE SHADOW
The system watches and proposes, without acting. You see what it would have done before it does anything.
Time it takes, etc, tangible output
STAGE 3
WE RUN ONE
One channel, one workflow, live, against criteria agreed before we start. Every action tested against the corpus built in the first two stages.
Time it takes, etc, tangible output
Phase 4
WE EXPAND
More channels, more of the work. Each one is easier than the last because the integration already exists.
Time it takes, etc, tangible output
GETTING STARTED
One channel
Then the rest
Nobody hands over their operation on day one, and we would not ask. We start where the pressure is, prove it there, and expand once you have seen it work.
Book a meeting
Pick one channel
Start at stage one
Stage 1
LOOK
We find where the work is actually happening and measure it. No automation, nothing changes, and you get a baseline to judge everything else against.
Time it takes
STAGE 3
WE RUN ONE
One channel, one workflow, live, against criteria agreed before we start. Every action tested against the corpus built in the first two stages.
Time it takes, etc, tangible output
STAGE 2
WE SHADOW
The system watches and proposes, without acting. You see what it would have done before it does anything.
Time it takes, etc, tangible output
Phase 4
WE EXPAND
More channels, more of the work. Each one is easier than the last because the integration already exists.
Time it takes, etc, tangible output
WHO BUILDS IT
Operations, data and AI people
Decades in, two years live
We came to this with decades inside large organizations, building operational structures and the data systems that hold them together. Then we built the piece that was missing: technology that pulls intent out of a conversation reliably enough to run operations on. Capturing messages is worth nothing if you cannot act on what is in them.
For two years we have run AllSet.chat. Agents that chase payments people would rather not chase, talk to our customers' customers, untangle scheduling and fill last-minute slots. Real money moving through real conversations, every day.
We are not guessing from a distance.
We have also walked organizations through the operational change that comes with it, which is usually the harder half. The problem is big. The way through it is built, and you can watch it work on your own conversations.
Robin Lacey
Co-founder & CEO
Service design and customer experience strategy for some of the world's most recognized companies, across retail, healthcare and finance. Now builds the operational structures this work has to land in, and leads on how AI gets applied without eroding the trust the work depends on.
Mike Hogan
Co-founder & CTO
Three decades building software that runs real operations. Scheduling, loyalty, CRM, billing. Built the intent extraction that makes conversation reliable enough to run operations on.
Michael Darragh
Chief Marketing Officer
Growth and brand strategist focused on AI adoption. 25 years across EMEA, APAC and the Americas, from startups to superbrands. Builds the partnerships and distribution that scale this.
WHO BUILDS IT
Operations, data and AI people
Decades in, two years live
We came to this with decades inside large organizations, building operational structures and the data systems that hold them together.
Read more
Robin Lacey
Co-founder & CEO
Service design and customer experience strategy for some of the world's most recognized companies, across retail, healthcare and finance. Now builds the operational structures this work has to land in, and leads on how AI gets applied without eroding the trust the work depends on.
Mike Hogan
Co-founder & CTO
Three decades building software that runs real operations. Scheduling, loyalty, CRM, billing. Built the intent extraction that makes conversation reliable enough to run operations on.
Michael Darragh
Chief Marketing Officer
Growth and brand strategist focused on AI adoption. 25 years across EMEA, APAC and the Americas, from startups to superbrands. Builds the partnerships and distribution that scale this.
WHO BUILDS IT
Operations, data and AI people
Decades in, two years live
We came to this with decades inside large organizations, building operational structures and the data systems that hold them together. Then we built the piece that was missing: technology that pulls intent out of a conversation reliably enough to run operations on. Capturing messages is worth nothing if you cannot act on what is in them.
For two years we have run AllSet.chat. Agents that chase payments people would rather not chase, talk to our customers' customers, untangle scheduling and fill last-minute slots. Real money moving through real conversations, every day.
We are not guessing from a distance.
We have also walked organizations through the operational change that comes with it, which is usually the harder half. The problem is big. The way through it is built, and you can watch it work on your own conversations.
Robin Lacey
Co-founder & CEO
Service design and customer experience strategy for some of the world's most recognized companies, across retail, healthcare and finance. Now builds the operational structures this work has to land in, and leads on how AI gets applied without eroding the trust the work depends on.
Mike Hogan
Co-founder & CTO
Three decades building software that runs real operations. Scheduling, loyalty, CRM, billing. Built the intent extraction that makes conversation reliable enough to run operations on.
Michael Darragh
Chief Marketing Officer
Growth and brand strategist focused on AI adoption. 25 years across EMEA, APAC and the Americas, from startups to superbrands. Builds the partnerships and distribution that scale this.
WHO BUILDS IT
Operations, data and AI people
Decades in, two years live
We came to this with decades inside large organizations, building operational structures and the data systems that hold them together. Then we built the piece that was missing: technology that pulls intent out of a conversation reliably enough to run operations on. Capturing messages is worth nothing if you cannot act on what is in them.
For two years we have run AllSet.chat. Agents that chase payments people would rather not chase, talk to our customers' customers, untangle scheduling and fill last-minute slots. Real money moving through real conversations, every day.
We are not guessing from a distance.
We have also walked organizations through the operational change that comes with it, which is usually the harder half. The problem is big. The way through it is built, and you can watch it work on your own conversations.
Robin Lacey
Co-founder & CEO
Service design and customer experience strategy for some of the world's most recognized companies, across retail, healthcare and finance. Now builds the operational structures this work has to land in, and leads on how AI gets applied without eroding the trust the work depends on.
Mike Hogan
Co-founder & CTO
Three decades building software that runs real operations. Scheduling, loyalty, CRM, billing. Built the intent extraction that makes conversation reliable enough to run operations on.
Michael Darragh
Chief Marketing Officer
Growth and brand strategist focused on AI adoption. 25 years across EMEA, APAC and the Americas, from startups to superbrands. Builds the partnerships and distribution that scale this.
PROOF
The people we work with
in their own words
It's been brilliant to watch AllSet grow, and to see the impact they're having across the sector. By automating the operational side inside the chat channels trainers already live in, they're taking the admin grind out of running a fitness business — and that's exactly the kind of thinking we love to see. More time coaching, less time on paperwork, and more people getting active as a result.
Mark Mansfield
Head of Membership, ukactive
he AllSet team have been brilliant to work with. Their platform makes a real difference to our trainers day to day — they run their businesses straight from their chat channels, with bookings and payments taken care of. They also worked closely with us to rethink onboarding: what was a PDF form is now a streamlined flow into our CRM that gets new trainers up and running in minutes, with far less admin at our end.
James Lorey
Co-owner & Director, YOUR Personal Training
PROOF
The people we work with
in their own words
It's been brilliant to watch AllSet grow, and to see the impact they're having across the sector. By automating the operational side inside the chat channels trainers already live in, they're taking the admin grind out of running a fitness business — and that's exactly the kind of thinking we love to see. More time coaching, less time on paperwork, and more people getting active as a result.
Mark Mansfield
Head of Membership, ukactive
PROOF
The people we work with
in their own words
It's been brilliant to watch AllSet grow, and to see the impact they're having across the sector. By automating the operational side inside the chat channels trainers already live in, they're taking the admin grind out of running a fitness business — and that's exactly the kind of thinking we love to see. More time coaching, less time on paperwork, and more people getting active as a result.
Mark Mansfield
Head of Membership, ukactive
he AllSet team have been brilliant to work with. Their platform makes a real difference to our trainers day to day — they run their businesses straight from their chat channels, with bookings and payments taken care of. They also worked closely with us to rethink onboarding: what was a PDF form is now a streamlined flow into our CRM that gets new trainers up and running in minutes, with far less admin at our end.
James Lorey
Co-owner & Director, YOUR Personal Training
PROOF
The people we work with
in their own words
It's been brilliant to watch AllSet grow, and to see the impact they're having across the sector. By automating the operational side inside the chat channels trainers already live in, they're taking the admin grind out of running a fitness business — and that's exactly the kind of thinking we love to see. More time coaching, less time on paperwork, and more people getting active as a result.
Mark Mansfield
Head of Membership, ukactive
he AllSet team have been brilliant to work with. Their platform makes a real difference to our trainers day to day — they run their businesses straight from their chat channels, with bookings and payments taken care of. They also worked closely with us to rethink onboarding: what was a PDF form is now a streamlined flow into our CRM that gets new trainers up and running in minutes, with far less admin at our end.
James Lorey
Co-owner & Director, YOUR Personal Training
Find out what you are sitting on
The report stands on its own. Intelligence about your own operation that nobody else can give you. Use it with us, use it with your own team, or put it in a drawer and at least know what the drawer is costing you.
Book a 30 min intro
Choose a time that suits you. We'll confirm by email within one business day.
Find out what you are sitting on
The report stands on its own. Intelligence about your own operation that nobody else can give you. Use it with us, use it with your own team, or put it in a drawer and at least know what the drawer is costing you.
Book a 30 min intro
Choose a time that suits you. We'll confirm by email within one business day.
Find out what you are sitting on
The report stands on its own. Intelligence about your own operation that nobody else can give you. Use it with us, use it with your own team, or put it in a drawer and at least know what the drawer is costing you.
Book a 30 min intro
Choose a time that suits you. We'll confirm by email within one business day.
Find out what you are sitting on
The report stands on its own. Intelligence about your own operation that nobody else can give you. Use it with us, use it with your own team, or put it in a drawer and at least know what the drawer is costing you.
Book a 30 min intro
Choose a time that suits you. We'll confirm by email within one business day.