SMART: Phone

EMPOWER RESIDENTS WITH AI-POWERED PHONE ASSISTANTS FOR A MORE EFFICIENT AND PERSONALISED CUSTOMER EXPERIENCE

Phone-based conversational AI is revolutionising the way organisations engage with customers, offering intelligent assistance through advanced natural language understanding and speech recognition technology. Our SMART: Phone AI assistants empower users with self-service, resulting in a more efficient and tailored customer experience. Local government councils can leverage SMART: Phone AI's potential to decrease inbound call volumes by up to 50% and reduce waiting times by 30%, effectively addressing challenges and streamlining communication processes.

FEATURES

Reduction in Calls and Wait Times: Handling up to 50% of inbound calls and reducing call waiting times by 30%, significantly improving service efficiency and user satisfaction.
Advanced Natural Language Understanding: Conversational and intuitive query handling.
Cutting-edge Speech Recognition: Effective processing of accents and dialects.
Real-time Conversations: Instant support and reduced wait times.
Multilingual Support: 108 languages and regional accents catered for.
Easy Integration: Seamless implementation with existing infrastructure.
Continuous Learning: Adapting and improving performance over time.
Seamless Handover to Humans: Transferring residents to human agents when needed.

BENEFITS

Enhanced User Experience: Faster, more accurate responses increase customer satisfaction.
Improved Efficiency & Cost Saving: Reduced need for large customer support teams.
24/7/365 Self-service Availability: Round-the-clock assistance for residents.
Increased Productivity: Freeing up support teams for more complex tasks.
Seamless Integration with Council Systems: Smooth user experience.
Personalised Service: Tailored recommendations and services based on data and analytics.
Scalable Solution: Accommodate growing call volumes and customer demand.
Data-driven Insights: Make informed decisions and optimise business strategies.

Derby City Council

AI assistants, Darcie, servicing the Council’s customer service centre, and Ali, serving Derby Homes, are currently answering over 1,100 questions each day, directly handling up to 46% of inbound calls. Beyond answering citizen queries, they can also direct calls to over 40 different departments. Darcie and Ali have provided round-the-clock assistance for council and housing services, answering over 490,000 queries on the main phone line. This AI-driven transformation is showing remarkable results, having already met a savings target of £100,000 within the council’s budget plan.

Find out more

HOW WE APPLIED IT

SMART: Phone AI empowers organisations to manage high call volumes while delivering exceptional services to customers. Our AI-powered self-service system equips customers with access to information and support on over 1,000 council topics and services. By leveraging advanced natural language processing and machine learning algorithms, the system understands and responds to user enquiries in a human-like manner, improving customer satisfaction and increasing the efficiency of your services.

HEAR DIRECTLY FROM DARCIE

Derby City Councils AI Assistant who services the Council’s customer service centre.

HEAR DIRECTLY FROM ALI

Derby Homes AI Assistant who supports residents contacting the council with housing queries.

CONSIDERING SMART: PHONE FOR YOUR COUNCIL?

Experience the impact of SMART: Phone AI firsthand through our AI Customer Service Assessment.

Inspired by Derby City Council's success with SMART: Phone, our AI Customer Service Assessment is designed to help councils effectively evaluate the benefits of implementing AI in their customer service operations.

To find out more about the assessment and register for the next introduction workshop visit the AI Customer Service Assessment page here.