NATURAL CONVERSATIONS, ANSWERED IN SECONDS
Phone remains the most important channel for many organisations. With SMART: Phone, callers simply ask in their own words and get an answer in seconds, day or night. When someone needs a person, it makes sure they reach the right team.
SMART: Phone is the phone channel of SMART: Front Door. It answers from your organisation's own approved content, the same knowledge behind web chat, so people get a consistent answer however they get in touch. It runs inside your own environment, typically your Microsoft Azure tenancy.
FEATURES
Busy Periods, Handled. Calls are answered in seconds however many people are calling, taking pressure off your team at the busiest times.
No Menu to Work Through. Callers simply ask in their own words, and SMART: Phone works out which service they need, even when the question is badly worded.
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.
Multilingual Support. Organisations select from a library of 108, providing support in the languages most relevant to the people they serve.
Smart Handover. A couple of quick questions get callers to the right team, and nobody is moved without saying yes. Sensitive topics go straight through.
Deploys in Your Environment. SMART: Phone runs inside your own environment, typically your Microsoft Azure tenancy, so your existing security controls continue to apply.
BENEFITS
Less Pressure on Your Team. Everyday questions are answered straight away, so peak times feel calmer for your team and for the people calling.
Help Around the Clock. Callers get answers at any hour without round-the-clock staffing, and bank holidays are handled automatically.
More Time for the Calls That Matter. With everyday questions answered, your team can focus on the conversations that need care and judgement.
Consistent Answers Everywhere. Callers get the same approved answers on the phone as on web chat, so people hear one consistent message.
No Dead Ends. Every caller gets an answer, reaches the right team or is offered a way forward, including a text with the contact details they need.
Results You Can Report. Every resolved call is logged as it happens, including out of hours, so you can see and report the difference it makes.
You Stay in Control. Your organisation decides what callers are told: every answer comes from your own approved content, so your policies and information come through on every call.
Derby City Council
AI assistants, Darcie, servicing the Council's customer service centre, and Ali, serving Derby Homes, are delivering significant impact across customer services. Together, they have achieved a call deflection rate of 56%, helping to reduce pressure on frontline teams. Since go-live in April 2022, they have handled over 3.78 million questions and supported the processing of more than 1.68 million phone calls. Beyond answering citizen queries, they can also direct calls to over 40 different departments. Providing round-the-clock assistance for council and housing services, this AI-driven transformation has also helped to identify £12 million in savings, demonstrating substantial operational efficiency and value.