ELEVATING USER ENGAGEMENT WITH AI-POWERED WEBSITE ASSISTANCE
SMART: Chat provides a governed, generative AI assistant embedded in your website, handling high-volume enquiries accurately and routing more complex cases to human agents when appropriate.
It is grounded in your organisation's own policies, processes, and service rules — not generic internet data. Organisations choose from a library of 108, ensuring the service reflects the communities they actually serve. WCAG 2.2 AA compliant throughout.
FEATURES
Reduced Demand: Directly answers high volume common queries, reducing the workload on your agents, freeing up their time for more complex enquiries.
Accessibility: Fully compliant with WCAG 2.2 AA standards, making digital assistance available to everyone.
Pre-trained Knowledge: Comes ready with extensive knowledge on thousands of topics, providing quick resolutions from day one.
Multilingual Support: Offers assistance in 108 languages, ensuring broad accessibility and understanding.
Easy Integration: Seamlessly integrates with your existing infrastructure and Microsoft Copilots, enhancing the user journey.
Continuous Learning: Adapts and improves over time, ensuring your support mechanism stays at the forefront of AI capabilities.
BENEFITS
Enhanced User Experience: Delivers faster, more precise responses, leading to higher customer satisfaction.
Efficiency & Cost Savings: Reduces the necessity for extensive customer support teams, saving on operational costs.
24/7 Availability: Ensures users have access to support at any time, enhancing service accessibility and convenience.
Scalability: Easily handles increasing conversation volumes without sacrificing response quality or efficiency.
Productivity Boost: Frees up support teams to focus on more complex and valuable tasks.
Increased Satisfaction: Significantly reduces waiting times, improving the user experience and satisfaction levels.
Coleg y Cymoedd
Coleg y Cymoedd wanted to explore the transformative potential of AI technology to enhance student outcomes and empower students with comprehensive information about course options and campus details. The result; ARNY, an AI powered assistant designed to assist the Students with their queries. The ICS.AI SMART: AI Student Recruitment platform houses a pre-built further education organisational language model containing over 400 relevant topics and questions, and is designed to offer an immersive, conversational user experience.
HOW WE APPLIED IT
SMART: Chat delivers AI-powered customer engagement designed to provide immediate, accurate, and scalable support across digital channels. Available 24/7, SMART: Chat helps organisations resolve routine enquiries instantly while enabling staff to focus on higher-value and more complex interactions — improving operational efficiency and enhancing customer satisfaction.
Built on the SMART: Platform, SMART: Chat combines conversational AI, structured organisational knowledge, and governed operational controls to ensure users receive fast, reliable, and context-aware support whenever they need it — creating digital experiences that are intuitive, responsive, and impactful.