SmartAssist: Intelligent AI Agent Platform
SmartAssist enterprise AI agent that resolves customer inquiries with human-like understanding.
SCOPE
What We Did
AI Agent Platform
Designed and built an intelligent, multichannel agent with transformer-based NLU, sentiment analysis, and contextual reasoning.
Systems & Data Integrations
Connected to CRM, knowledge bases, ticketing, and enterprise systems to fetch real-time context and actions.
Human Handoff & Guardrails
Seamless escalation to agents with full conversation context, plus safety policies, fallbacks, and auditing.
Learning & Analytics
Reinforcement learning loops, quality dashboards, and A/B tests to continuously improve responses.
Omnichannel Experience
Web chat, email, voice, and messaging channels with multilingual support and consistent UX.
Outcomes Delivered
85% auto-resolution of customer queries
60% reduction in support costs
Response time improved from hours → seconds
40% increase in customer satisfaction scores
10,000+ daily conversations, 24/7 across time zones
BRIEF
TechCorp Solutions sought to transform customer support with an intelligent agent capable of resolving most inquiries autonomously.
Goal: deliver human-like understanding, fast response, and deep systems integration while maintaining control, safety, and measurable ROI.
CHALLENGE
High ticket volumes, slow response times, and inconsistent answers across teams and channels.
Fragmented tools (CRM, KB, ticketing) made it hard to provide contextual, accurate responses at scale and in multiple languages.
SmartAssist implemented a comprehensive strategy that included:
INTELLIGENT NLU CORE
Transformer models with sentiment and intent detection, entity extraction, and contextual reasoning for precise answers.
CONTEXTUAL INTEGRATIONS
Deep CRM + knowledge base + enterprise system integrations so the agent can read, write, and act with full context.
HUMAN-IN-THE-LOOP & GOVERNANCE
Safe handoff to humans, feedback loops for reinforcement learning, analytics, and policy guardrails.
MULTICHANNEL EXPERIENCE
Consistent UX across chat, email, and voice with multilingual support and brand-aligned responses.
Key Results & Impact
The comprehensive strategy delivered exceptional results across all key performance indicators, establishing Vero Diamonds as a leader in the luxury lab-grown diamond market.
Auto-Resolution Rate
Most issues solved without human intervention.
Cost Reduction
Lower support costs via automation.
Response Time
Instant answers across channels.
CSAT
Higher satisfaction with empathetic replies.
Transforming Customer Support with AI
By combining advanced NLU, deep integrations, and human-in-the-loop controls, SmartAssist delivers fast, accurate, and empathetic support at scale.