Before
After
All Island Media
Project info
All Island Media (AIM) approached Blue Llama with a new kind of brief. As long-term collaborators, AIM trusted Blue Llama to help streamline their internal customer support processes using automation and AI.
The result was Clara – a bespoke AI agent designed to intelligently handle customer service emails and voice messages across AIM’s diverse media brands. Clara now plays a vital behind-the-scenes role in managing inbox traffic, responding to subscriber queries, and easing the workload of AIM’s in-house team.
CLIENT
All Island Media
INDUSTRY
News and Media
YEAR
2025
SERVICES
AI Automation
PROJECT LINK
Make.com
MS Outlook
MS One Drive
MS Excel
MS Word
The challenge
All Island Media receive a steady stream of emails and voicemail queries across their various media properties, ranging from subscription requests to finance questions and support for online services. Many of these queries are repetitive, yet still required a qualified member of staff to sift through and respond.
With a team member set to leave and no desire to backfill the role, AIM faced a key operational challenge: how to maintain customer service standards while reducing the load on their internal team. They needed a smart, reliable system that could handle routine queries autonomously, reserving human input only for the more complex or sensitive cases.
The Solution
Working closely with AIM, Blue Llama engineered a sophisticated automation system powered by Make.com and integrated with Microsoft Outlook, Onedrive, Word and Excel.
At its core is Clara – a custom AI agent capable of interpreting incoming queries (emails or voicemail), analysing their content and tone, and deciding whether to respond or escalate. Clara checked each message against a permissions document to determine whether a response was appropriate, and even used sentiment analysis to flag angry or urgent messages for human review.
If a response was permitted, Clara pulled tailored replies from a structured knowledge base, ensuring accurate and context-sensitive communication. This knowledge base and permissions file were designed for easy updating by AIM’s team, making the system highly adaptable and future-proof. Clara could also process transcribed voicemails, categorising and forwarding them to the right people.
Built-in logging and reporting ensured full visibility over what Clara handled and what was escalated. Originally envisioned to just draft responses, Clara soon evolved to reply in real-time during working hours, cutting down significantly on inbox noise and internal workload.
The Results
Since Clara’s launch, over half of all incoming support tickets have been handled directly by the AI, instantly cutting down the manual workload and freeing up valuable team capacity. All Island Media now saves approximately six hours of staff time per week, and most importantly, avoided the need to hire a new team member altogether. Resolution times have improved, the quality of service to the public has risen, and internal processes have become far more efficient.
Thanks to the system’s built-in scalability, Clara is ready to grow with AIM, capable of tackling new challenges and responding to new product queries with minimal technical input.
