AI Lab
BehaviourLens™
The world's first Behavioural Intelligence Platform for Contact Centre Scripts.
BehaviourLens objectively evaluates customer conversations using eight evidence-based behavioural science frameworks to measure how likely your scripts are to achieve the outcomes you intend — before a single customer interaction takes place.
Retention Save Script · v2.4
Telecommunications · Cancellation flow · 42 turns
Good — Room for Improvement
BehaviourLens Score™
This script influences behaviour effectively, but three moments predict save-rate loss.
Influence Effectiveness
82Strong reciprocity signals in retention frame
Cognitive Ease
74Two policy explanations exceed 32-word threshold
Emotional Intelligence
68Reactance risk on line 12 — reframe autonomy
Compliance & Ethics
91Passes fairness, clarity and TCF review
Agent Empowerment
77Guidance provided for 4 of 5 objection paths
Outcome Alignment
84Save-offer sequencing matches evidence base
The Problem
Every customer conversation
starts with a script.
Yet most scripts are still designed using intuition, compliance edits and historical wording — rather than evidence of what actually changes behaviour.
BehaviourLens replaces subjective script reviews with structured behavioural science analysis that predicts how likely a conversation is to achieve its intended outcome — before it reaches a customer.
See it in action
Every line, evaluated against behavioural evidence.
BehaviourLens reads customer scripts the way a behavioural scientist does — surfacing reactance, cognitive load, missed autonomy and effective practices line by line.
Original Script
Thanks for calling, could I take your account number please?
I can see you've been with us for six years — let me find a way to keep you with us.
Reciprocity · EffectiveI'm afraid the only option we have is to raise your premium by 12%.
Reactance · HighYou'll need to read section 4.2 of your policy schedule to confirm eligibility.
Cognitive Load · MediumThat's completely your choice — here's what we can do if you'd like to stay.
Autonomy · EffectiveAnnotations & Recommendations
The single-option framing ("only option") triggers psychological reactance. Customers presented with one path are 34% more likely to disengage.
Suggested Rewrite
Referring the customer to a policy document mid-call adds effort and creates a natural drop-off point. Summarise the eligibility rule in one sentence.
Explicit acknowledgement of choice reduces reactance by 27% and increases save-rate on retention calls (internal benchmark, 2025).
How It Works
Five stages. One conversation review.
Upload any customer script, select the relevant context and receive a behavioural science review in under a minute.
Step 01 / 05
Upload Script
Drop in any customer script — sales, retention, complaints, onboarding.
The Platform
Everything you need. One dashboard.
Score, friction map, framework analysis, emotional journey, AI rewrites and compliance insights — in a single, premium interface.
Friction Map™
42 dialogue turns
Dimension Radar
Eight-Framework Analysis
Priority Actions
Reduce cognitive load in policy explanation
Reframe cancellation cost as loss aversion
Add procedural justice acknowledgement
Compliance Insights: Passes fairness and clarity thresholds. Two lines flagged for TCF review.
The Science
Powered by behavioural science.
Built on decades of peer-reviewed behavioural science, BehaviourLens combines eight established frameworks into a single Behavioural Intelligence Engine that evaluates how effectively customer conversations influence behaviour, reduce friction and improve customer outcomes.
Framework 01 / 08
Framework 01 / 08
Cialdini's Influence
Reciprocity, commitment, social proof, authority, liking and scarcity — the six evidence-based principles of ethical persuasion.
From diagnosis to action
Rewrite scripts using behavioural science, not guesswork.
Every flagged issue arrives with a behaviourally-optimised alternative — grounded in the frameworks that predicted the friction in the first place.
AI Rewrite · Behaviourally Optimised
Before · Original
Score 61"I'm afraid the only option we have is to raise your premium by 12%. You'll need to read section 4.2 of your policy schedule to confirm your eligibility for any alternative."
After · Behaviourally Optimised
Score 88"Here are two ways we can protect your cover — you choose what works best for you. Option one keeps everything as-is with a small monthly adjustment. Option two lowers your excess. Whichever fits, we'll set it up in one step."
+27pt
Predicted save-rate lift
-41%
Cognitive effort
+18%
Emotional resolution
Who It's For
Built for teams that shape customer conversations.
Persona 01 / 06
Contact Centre Operations
Improve performance before conversations begin.
Deployment Options
One platform. Three ways to deploy.
Every deployment includes the complete BehaviourLens platform. The only difference is how many people need access.
Professional
For independent specialists and smaller contact centre teams.
Designed for script designers, CX consultants and behavioural specialists who need an evidence-based script review platform on their desk.
Includes
1 User
Team
For collaborative CX, operations and quality teams.
Establish a shared behavioural review process across script designers, operations, compliance and L&D — with one consistent methodology.
Includes
Multiple Users
Enterprise
Behavioural Intelligence for entire customer operations.
For contact centres, BPOs and multi-brand organisations requiring enterprise governance, integrations, onboarding and organisation-wide adoption.
Includes
Unlimited Users
Included In Every Plan
Every deployment includes
Get in Touch
Ready to improve every customer conversation?
Whether you're reviewing a sales script, redesigning complaints handling or improving customer retention, we'd love to show you how BehaviourLens can help.
Agent
"I understand this is frustrating. Let me walk you through exactly what happens next."
Customer
"This is the third time I've had to explain this…"
Acknowledge repetition upfront to restore procedural fairness.