SMART: AI Contact Centre

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SMART: AI Contact Centre

TRANSFORM YOUR CONTACT CENTRE WITH AI

Contact centres face multiple challenges today, including managing large volumes of inquiries, maintaining consistency in responses, and optimising operational costs. These issues can lead to customer dissatisfaction and increased pressure on staff.

At ICS.AI, we harness the capabilities of generative AI to streamline operations, enhance customer service, and dramatically reduce costs, ensuring your team can focus on what truly matters.

HOW AI IS CHANGING CUSTOMER SERVICE OPERATIONS

With the rapid advancement of technologies like ChatGPT, the landscape of communication technology is evolving swiftly. AI has become integral to enhancing efficiency in contact centre operations, and at ICS.AI, we are leading this transformation. Our tools are designed to automate and streamline processes, significantly reducing the workload on your agents by handling routine and repetitive tasks efficiently.

Our AI solutions are available 24/7, empowering customers to self-serve and ensuring they can resolve their queries at any time, without delay. This is particularly beneficial for handling out-of-hours queries, providing reliable and instant responses to keep customer interactions smooth and uninterrupted. By enabling quick resolutions and round-the-clock service, our AI platforms ensure that customer needs are met promptly and efficiently, all while freeing up staff time to focus on more complex issues and enhancing the overall operations of your contact centre.

ICS.AI AND DERBY CITY COUCIL

Discover how our SMART: Phone AI platform has transformed Derby City Council's contact operations, achieving a remarkable 46% deflection rate from human advisors and generating savings of £200,000 against the council's budget plan. This success has paved the way for wider AI transformation within the council, with ICS.AI and Derby City Council working together to identify a further 261 use cases for AI, of which 56 were prioritised. Initially focusing on three key areas, this next phase of the project will implement to enhance service delivery in Customer Services, Adult Social Care and Debt Recovery.

500K

calls handled
since launch

Over 1M

questions answered by Darcie and Ali

46%

deflection from human advisors

200K

savings against the council's budget plan

“AI solutions have the potential to help councils protect the services we deliver to residents, while contributing to the financial challenges faced by the local government sector. The £200,000 savings delivered so far by our introduction of AI, through Darcie and Ali, are the tip of the iceberg as more becomes possible, in a world where cutting services year-on-year is unsustainable.”

- Councillor Baggy Shanker, leader of Derby City Council

For a detailed insight into Derby’s success story, read the full case study here.

OUR CONTACT CENTRE SOLUTIONS

SMART: PHONE

Transform community engagement with personalised, efficient AI-powered phone service, reducing inbound call volumes and freeing up staff to focus on complex issues. Streamline every interaction to elevate the user experience.

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SMART: CUSTOMER SERVICES COPILOT

Offers round-the-clock access, streamlined payments, simplified applications, and improved care triage. Enhancing accessibility and response time, it's your gateway to a seamless customer experience.

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CUSTOMER SERVICES AI ASSESSMENT

Inspired by Derby City Council’s success with SMART: Phone AI, our program is designed to equip councils like yours with the essential tools, knowledge, and insights needed to effectively assess phone-based AI for Customer Service operations.

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IMPLEMENTING AI IN YOUR CONTACT CENTRE

Adopting AI is a forward-thinking move for any contact centre looking to thrive in a digital-first world. At ICS.AI we will guide you through the process of integrating our AI solutions with your existing systems, ensuring seamless adoption and minimal disruption, with full support for training your teams to leverage these tools effectively.