Wavenet invests £7.4m in AI-driven customer service platform

This move follows a period of strong momentum for the organisation

West Midlands-headquartered MSP Wavenet has announced a £7.4m investment in AI-enhanced customer service technologies to support more than 22,000 customers across the UK.

The investment centres on a new three-year agreement with ServiceNow and will support the rollout of AI-enabled service management capabilities across the business.

Over the past 12 months, Wavenet said its support teams handled more than 450,000 support cases and over 165,000 customer phone calls.

As part of the investment, Wavenet is deploying ServiceNow’s agentic AI capabilities, including Now Assist, to automate fault triage, case summarisation and case management.

Alongside the ServiceNow deployment, it is also rolling out a new AI-enabled contact centre platform powered by Zoom.

The platform will provide call transcription, sentiment analysis and intelligent call routing across the company’s customer experience teams and 24/7 technical helpdesk operations in the UK and South Africa.

The company said these platforms will become increasingly integrated with ServiceNow over time, allowing AI capabilities to expand across additional services.

“As our business has grown, we’ve never removed our focus on delivering exceptional service to our customers,” said Antony Black, CRO at Wavenet.

“Handling almost half a million support cases a year means we have to continue evolving how we operate and investing ahead of demand.

“By leveraging AI-powered service management and customer experience technologies, we can reduce the administrative burden on our teams and help customers get the support they need more rapidly.

“The result will be a smarter, more proactive support model that will continue to scale alongside our customers’ ambitions.”

This comes as the firm has reported rising figures for the year ended 31 March 2025.

Wavenet’s turnover leapt 22.5 per cent from £177.1m to £209.7m, driven by acquisitions and organic growth.

Gross profit soared 27.2 per cent to £104.75m, while EBITDA jumped 28.65 per cent to £42.2m.