SmartAssist:
Your Support Team’s AI-Companion
Introducing an AI-Powered Service Management for support teams.
- Automates over 40% of interactions
- Provides an ROI of 178% over three years
- Streamlines support processes
- Drives measurable efficiency
- Reduces operational costs
- Increases service responsiveness
- Enhances staff satisfaction
Transforming Service Management with AI
What is SmartAssist?
SmartAssist is an intelligent, AI-driven Service Management solution designed to streamline service support systems (Eg: Estate or IT support desks) and drive measurable efficiency across healthcare organisations.
Surfaced through a Virtual Assistant (VA) on any channel of choice, SmartAssist automates routine tasks and provides rapid responses. It frees your service teams and NHS Trust personnel to focus on the complex, high-value issues that make the biggest difference to patient care.
How SmartAssist Works
SmartAssist aids your support teams through a structured, three-step logging process:
Immediate “Zero-Line” Support
The Virtual Assistant instantly resolves FAQs via simple information provision and enables staff to interact with the Virtual Assistant via two-way conversation, just like speaking to a human.
Intelligent Issue Classification & Human Handover
If the Virtual Assistant can’t resolve a query, SmartAssist classifies it, creates a ticket, and escalates to Support. Staff can later return to the Assistant to check their ticket status.
Automated Ticket Logging
Issues are logged into your service management system via API integration and users get confirmation emails with ticket details. SmartAssist also automates update requests using a simple ID process and the ticket number provided at creation.
Commercial Advantages & ROI
The solution delivers tangible financial benefits* whilst enhancing user satisfaction and operational productivity, making it a smart investment for modern support teams.
*Based on calculations for a typical organisation handling 66,000 tickets per year.
Additionally, SmartAssist empowers users with a range of advanced support capabilities:
Automated ticket status updates on request
Alerts for relevant Service Teams based on ticket context
Direct takeover of conversations by service personnel, as needed
Deployment across multiple sites for a scalable solution
Alignment with operational hours to ensure queries are handled efficiently
Key Benefits
For your Service Teams:
Reduces workload by handling simple requests (via access from an Intranet), enabling staff to focus on more complex, value-added tasks.
Offers full handover facilities so conversations can seamlessly transition to human support when necessary.
Provides 24/7 service, with awareness of staff availability and working hours.
For your Organisation:
Let SmartAssist handle the routine tasks, so your staff can focus on what matters most.
Direct API integration allows tickets to be created and monitored effortlessly.
Customisable alerting mechanisms keep teams informed in real-time, informing specific teams or individuals when tickets are logged.
Supports data-driven optimisation to improve first-touch resolution rates, increasing overall efficiency.
Empower your Service Team today!
Contact us today and we'll take you through our AI-driven SmartAssist solution.
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