AI-POWERED CUSTOMER SERVICE ACROSS EVERY CHANNEL
SMART: Front Door delivers AI-powered customer service across phone, webchat, and email. Moving beyond rigid Interactive Voice Response (IVR) and limited Natural Language Processing (NLP) to deliver genuine channel choice, not forced channel shift. Handles 1,000+ intents with Generative AI (GenAI) reasoning, with 24/7 multilingual support and up to 60% first-contact resolution.
60%
First-Contact Resolution
1,000+
Intents Handled
24/7
Always-On Service
Proven at Scale
Trusted by over 62% of UK councils using phone AI, with over 11M+ real-world interactions delivered and 11 industry awards won by ICS.AI and its customers.
Built-in Tone & Ethical Guardrails
Every response is governed by ethical guardrails and tone controls, ensuring consistent, appropriate, and compliant communication at all times.
Seamless Escalation
Intelligently identifies when a human agent is needed and transfers the interaction seamlessly, with full context, to the right person.
Up to 56% Deflection Rate
Resolves the majority of enquiries at the digital front door without escalation, freeing up staff to focus on complex cases that require a human touch.
24/7 Multilingual Support
Provides round-the-clock assistance in multiple languages, ensuring every resident or service user can access support whenever they need it.
Generative AI
Natural language understanding that comprehends intent, handles complex multi-turn conversations, and provides accurate, contextual responses.
SMART: FRONT DOOR FEATURES
AI-powered customer service that handles high volumes while delivering exceptional experiences across every contact channel
ONE UNIFIED AI FRONT DOOR
Replace fragmented service journeys with AI-powered interactions that improve accessibility, reduce response times, and increase operational efficiency
AI-FIRST ENGAGEMENT
Deliver AI-first customer engagement across web, phone, webchat, email, SMS, and assisted digital channels. SMART: Front Door replaces fragmented service experiences with conversational journeys that guide users naturally to the right service, improving accessibility, response times, and overall customer satisfaction.
CONVERSATIONAL SERVICE JOURNEYS
Deliver AI-powered user engagement across web, phone, webchat, email, SMS, and assisted digital channels. SMART: Front Door replaces fragmented service experiences with unified conversational interactions that improve accessibility, reduce response times, and streamline customer support at scale.
GOVERNED MULTICHANNEL AI
Provide secure, governed AI interactions across every user contact channel. SMART: Front Door combines generative AI, multilingual support, escalation controls, and integrated governance guardrails to ensure compliant, consistent, and human-centred service delivery at scale.
TRUSTED BY FORWARD-THINKING COUNCILS
Real experiences from councils their AI transformation on our unified platform
FACILITATE CONSULTING
Donna Dean, Director of Facilitate Consultancy joins Social Care colleagues to review and discuss SMART: Staff Copilot
DERBY CITY COUNCIL
Team members at Derby City Council provide insights into their experience with 'Perrie', Derby's SMART: Staff Copilot
ANDY APPLEYARD - DCC
Andy Appleyard, Director of Adult Social Care Services at Derby City Council provides insights into how SMART: Staff Copilot could address key challenges in social care delivery