SMART Live Chat
AI AUGMENTED LIVE CHAT
SMART Live Chat redefines the standard for digital customer service by integrating AI-driven assistance with the personal touch of live support. This advanced live chat solution seamlessly combines the efficiency of AI technology with the nuanced understanding of human agents, ensuring quick, accurate responses and a highly personalised user experience. By leveraging integration with Microsoft Teams, SMART Live Chat enables a smooth transition from AI to human support, without the need for additional software.
With AI as the first point of contact, SMART Live Chat effectively reduces the volume of queries reaching your agents, allowing them to focus on more complex issues. Our system intelligently triages queries, answering straightforward questions and preparing the ground for more complicated cases by asking preparatory questions. This process significantly cuts down resolution times and enhances agent productivity, offering a dual advantage of increased efficiency and improved user satisfaction.
FEATURES
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Intelligent Triage: AI first answers queries, intelligently routing complex cases to live agents, ensuring that users get the help they need promptly.
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Teams Integration: Smooth integration with MS Teams allows easy hand off to human agents where required.
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Quick Resolutions: Empowers users to self-serve through AI, resolving queries in minutes and eliminating wait times.
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Multilingual Support: Offers support in 108 languages and regional accents, making it accessible to a diverse user base.
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Continuous Learning: Constantly adapts and improves, enhancing its ability to respond to user needs over time.
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Hint Cards and Live Translation: Assist agents with AI-generated hint cards and live translation, facilitating effective communication in any language.
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Full Transcripts and Video Calls: Provides full chat transcripts and the option to switch to video calls for a more personalised service.
BENEFITS
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Reduced Chat Volumes: Directly addresses the bulk of enquiries, ensuring only the most complex cases reach live agents, streamlining support and reducing workload.
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Enhanced User Experience: Delivers faster, more accurate responses, significantly increasing customer satisfaction.
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24/7 Availability: Ensures users have access to support at any time, enhancing service accessibility and convenience.
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Increased Productivity: Frees up support teams for more complex and valuable tasks, boosting overall productivity.
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Scalability: Easily handles increasing conversation volumes without sacrificing response quality or efficiency.
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Personalised Service: Offers tailored recommendations and services, enhancing user engagement and satisfaction.
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Reduced Costs: Saves hours dedicated to first-line support, contributing to cost efficiency, staff retention and satisfaction.
Lewes & Eastbourne Council
With omni-channel availability, 24/7 digital self-service has reduced waiting times by addressing 25% of queries after hours. By reducing Live Chat requests by 90%, five full-time agents were reallocated to essential tasks like revenue collection. The improved customer assistance through AI handling common queries empowered agents to engage in more substantial, proactive outreach and longer, more meaningful calls. The AI Assistant as an internal tool streamlined resident queries, directing them towards quicker resolutions, thus optimising resources for vital activities such as cost-of-living support.
HOW WE APPLIED IT
SMART Live Chat offers a comprehensive solution for modernising customer service interactions. By blending AI efficiency with human empathy, it ensures that every user interaction is handled with care and precision, dramatically improving resolution times and user satisfaction.
This AI-augmented live chat service not only enhances the customer experience but also empowers your team to focus on more meaningful interactions, setting a new standard for digital engagement. Embrace SMART Live Chat for a future where customer service is seamlessly efficient, deeply personalised, and universally accessible.
