SupportPilot

PRODUCT DESCRIPTION

SupportPilot™ is a Software-as-a-Service ( SaaS ) solution that uses artificial intelligence to identify, analyze, prioritize, and respond to customer requests efficiently.

Automated and accurate handling of incoming email inquiries

SupportPilot™ connects directly to the customer's email address for customer service or other inquiries. The system interprets incoming inquiries, identifies important customer information (such as customer number, email address, name) and what the customer is requesting (e.g. documents, subscription updates, ordering goods). The solution is ideal for businesses with a high volume of incoming inquiries, such as municipalities, government agencies, large corporations and customer service departments.

SupportPilot™ is scalable and can be customized to meet the needs of both small and large organizations, whether they are in sales, customer support, or information.

What does SupportPilot™ mean to the bottom line?

• NOK 40 saved for each email just by smart sorting.
• 60 kr saved after one round of fine-tuning.
• 117 kr saved when half of the cases are resolved automatically.

Do you have 2,000 inquiries a month? That equates to ≈ 1.3 MNOK in annual savings – before we even count increased customer satisfaction.

How SupportPilot™ works

SupportPilot™ uses advanced artificial intelligence to streamline customer service processes.

Updating systems

SupportPilot™ analyzes incoming inquiries and uses the information to update customer service systems such as CRM, Service Management and order systems. This ensures that all data is up-to-date and correctly recorded.

SupportPilot™ has ready-made integrations for a number of common systems, and new integrations are developed as needed. The solution can therefore be used by any customer service organization, whether it is aimed at external or internal customers.

Generating responses

The system generates a response to the customer based on the content of the inquiry:

• Automatic execution: If the information is unambiguous, the order or change is executed and the response is automatically sent to the customer.
• Requesting additional information: If the information is unclear or incomplete, SupportPilot™ may ask the customer for more information in order to resolve the inquiry.
• Further processing: If the request is complex or requires human review, it is forwarded to the appropriate agent. SupportPilot™ provides a suggested response that the agent can edit and send out.

Automation of large volumes of requests

SupportPilot™ is particularly effective for call centers that handle high volumes of requests. Instead of manually processing and routing requests, call centers can now prioritize and automate the entire process from incoming requests to customer response.

• Assess severity: The system assesses the severity of the inquiry and determines the need for further processing.
• Sentiment analysis : Understand the sentiment and themes of the inquiries to assess how the matter should be handled.

Flexible customer dialogue

SupportPilot™ resolves and responds to a variety of customer inquiries in near real-time without human involvement, such as

• Update customer information
• Change orders
• Provide information about products and services
• Recommend other products or services based on customer needs
• Answering invoice questions
• Provide delivery details
• Retrieve information and update other key systems (e.g. CRM, ERP) automatically based on customer inquiries and responses

Key features of SupportPilot™

Increased efficiency in customer service

With SupportPilot™, businesses can eliminate many manual processes and reduce errors, increase efficiency and free customer service representatives to focus on complex cases, resulting in better response times and higher quality of delivery to end users.

Integration with existing systems

SupportPilot™ complements service management solutions like SMAX by giving meaning and structure to unstructured data.

Regardless of which system you use today, SupportPilot™ can act as a filter that reads, analyzes and understands all written inquiries that come in in unstructured form.

Secure and private AI solution
SupportPilot™ is a platform agnostic cloud-based SaaS solution that can be operated from our data center or as part of the customer's existing cloud solution, ensuring that customer information is kept internal and not shared with the outside world. All communication between the business and customers is protected and logged in the customer's systems, including all incoming inquiries and responses.

Advanced insights & analysis with SupportPilot Analytics™

SupportPilot™ offers advanced analytics tools that provide deep insight into customer inquiries and enable improvement of your organization's processes.

Historical analysis and classification

SupportPilot™ analyzes historical inquiries to identify and classify recurring issues

The system builds taxonomies that provide insight into trends and patterns over time.

Root cause analysis

Use insights to identify root causes of recurring issues, allowing you to adjust and improve processes and procedures to reduce or eliminate these issues.

GDPR compliance for leak prevention

SupportPilot™ can analyze and flag communications that identify threats , are in violation of GDPR, or contain other sensitive information that the organization wants to control.

SupportPilot™ can flag or stop communications containing sensitive information, thereby preventing this information from going astray.