CLEAR ANSWERS, RIGHT WHERE PEOPLE ARE LOOKING
Your website is often the first place people look for help. With SMART: Chat, visitors simply ask their question and get a clear answer straight away, day or night, without searching through pages or waiting for a reply.
SMART: Chat is the web chat channel of SMART: Front Door. It answers from your organisation's own approved content, the same knowledge behind SMART: Phone, so people get a consistent answer however they get in touch. It runs inside your own environment, typically your Microsoft Azure tenancy. WCAG 2.2 AA compliant throughout.
FEATURES
Ask in Plain Language. Visitors type their question in their own words, even when it's badly worded or half-finished, and SMART: Chat works out what they need.
Grounded in Your Content. Every answer is drawn from your own approved content and checked against it. If it doesn't know, it says so rather than guessing.
Answers Show Their Sources. Answers can show where the information comes from, so visitors can check it and read more on your website.
The Right Next Step. When a question needs a person, SMART: Chat points visitors to the right way to get in touch for that service.
One Knowledge Base, Phone and Web. SMART: Chat shares the same approved knowledge as SMART: Phone, so the answer is the same wherever people ask.
Deploys in Your Environment. SMART: Chat runs inside your own environment, so your existing security controls apply, and every message is safety-checked on the way in and out.
BENEFITS
Less Pressure on Your Team. Everyday questions are answered on your website, so your team spends less time on routine enquiries.
Help Around the Clock. Visitors get answers at any hour, including evenings, weekends and bank holidays, without extra staffing.
Answers People Trust. With sources shown alongside answers, visitors can see the information comes from you.
Consistent Answers Everywhere. Visitors get the same approved answers on your website as callers get on the phone.
No Dead Ends. Every visitor gets an answer or is shown the right way to get in touch, so nobody is left stuck.
Results You Can Report. Every resolved conversation is logged as it happens, including out of hours, so you can see and report the difference it makes.
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Bristol City Council
Briz answers Bristol's website and phone lines 24/7, covering bins and recycling, council tax, housing, parking, planning and benefits, with urgent calls transferred straight to an advisor.
"Briz is an exciting step forward in how we serve the people of Bristol. By embracing new technology, we're making it easier and quicker for residents to get the help they need, anytime, day or night." — Councillor Tony Dyer, Leader of Bristol City Council
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.
