Better bots
Happier humans
Award-Winning AI Conversation Design, AI Strategy & Digital Transformation
About Us
At Collective Inception, we believe in the transformative power of AI to enhance the way humans connect, interact, and innovate.
Our mission is to bridge the gap between technology and human experience, crafting intelligent solutions that empower businesses to lead in a digital-first world.
With a focus on AI conversation design, strategy, and digital transformation, we partner with visionary organisations to create seamless, impactful customer journeys.
Together, we’ll unlock new possibilities, turning complex challenges into meaningful connections that drive growth and innovation. Collective Inception – where human connection meets intelligent design.
Customer-facing AI
Free up your frontline with smart, human-like chatbots and voicebots that automate everyday customer queries. Drive more self-service, boost app adoption, improve CSAT and NPS—and most importantly, reduce costs by increasing containment across high-volume use cases.
Agent-assist AI Tools
Help your agents work smarter, not harder. AI-powered tools recommend answers, rewrite responses, summarise chats, and automate tasks—slashing AHT, cutting training time, and lifting performance across the board. It's about faster resolutions, happier agents, and lower costs.
Proactive & Agentic AI
Stay ahead of risk and regulation with proactive AI. These agentic tools detect signals like customer vulnerability, complaints or compliance flags in real time—and take action. Whether it’s automating follow-ups or escalating to a human, it ensures you meet obligations while showing real care.
Ben is an award-winning AI Conversation designer and digital transformation professional highly experienced in AI strategy, Generative AI & LLMS, UX & CX improvement and contact centre efficiency.
Let's connect
About
My name is Ben Farrell
As a pioneer in digital transformation and an AI conversation architect, I bring a wealth of expertise to the table. My journey has been marked by a series of innovative breakthroughs in AI strategy, conversation design, and digital optimization, all aimed at elevating the user experience to new heights.
My career is a tapestry of bold initiatives with some of the most renowned global brands, where I’ve crafted digital narratives that not only resonate with users but also drive tangible gains in efficiency, productivity, and revenue. My passion lies in creating memorable interactions that linger long after the screen fades to black.
With a 15-year odyssey spanning the intricacies of contact center operations, quality assurance, and international vendor management, my approach is both holistic and human-centric. I’ve journeyed across continents, immersing myself in diverse cultures and working shoulder-to-shoulder with agents from Asia to the Americas to ensure that every digital pathway I design enriches the lives of both customers and support staff.
My narrative extends beyond strategy; I am a storyteller and a craftsman, weaving AI chatbot personas that are as engaging as they are genuine. My deep understanding of conversation design, natural language processing, and the latest advancements in Generative AI and large language models empowers me to create fluid, intuitive, and intelligent AI-driven experiences that serve the needs of customers, agents, and organizations alike.
Let’s embark on a journey to transform the digital landscape together, one conversation at a time.
Testimonials
What sets Ben apart is his ability to guide and lead clients through the design process with a collaborative, thoughtful approach. He doesn’t just create excellent conversational experiences—he also ensures clients feel supported and informed throughout, often acting as both a designer and educator
Peta H, LivePerson
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