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Time Business News
a day ago
- Business
- Time Business News
How to Use AI Chatbots as First-Line Support Agents
Customer support is evolving. As businesses grow and customer expectations rise, traditional support systems are feeling the pressure: long wait times, overworked agents, and ballooning support costs. Customers want instant, accurate answers—not long queues or confusing ticketing processes. Enter AI-powered chatbots. AI chatbots like SmartConvo are transforming customer service by acting as first-line support agents. They handle routine queries, provide real-time assistance, and escalate complex issues to human agents when necessary. In this blog, we'll show you exactly how AI chatbots can streamline your support operations, deliver fast and efficient customer care, and help you scale without sacrificing service quality. First-line support, often referred to as Tier 1 support, is your front-facing support layer. It deals with the bulk of incoming customer inquiries: account questions, how-to guidance, password resets, order status checks, and more. Traditionally, this has been handled by human agents, but the volume can quickly become overwhelming. Long wait times, inconsistent responses, and burnout are common challenges. This is where automation shines. AI chatbots can instantly respond to high-frequency queries, ensuring your customers get fast answers while freeing up your team to handle more complex tasks. AI chatbots are built for speed, scale, and consistency. Here's why they make the perfect first-line support agents: Instant responses : No more waiting in line. Chatbots provide real-time answers, 24/7. : No more waiting in line. Chatbots provide real-time answers, 24/7. Consistent service : They deliver accurate, standardized responses every time. : They deliver accurate, standardized responses every time. Lower operational costs : Reduce ticket volume and support costs without hiring more agents. : Reduce ticket volume and support costs without hiring more agents. Smart routing: When the bot detects a complex or emotional issue, it hands it off to a human agent seamlessly. With SmartConvo, your chatbot doesn't just respond—it understands. Trained on real support data and powered by conversational AI, SmartConvo delivers a natural, helpful experience that feels human-like. AI chatbots are incredibly effective at managing high-volume, repetitive tasks. Common use cases include: Answering FAQs (e.g., pricing, policies, delivery times) Processing password resets and login help Tracking orders and updating status Scheduling appointments or demos Providing product or service recommendations But chatbots don't work in isolation. With tools like SmartConvo, they're smart enough to recognize when an issue needs human attention—and route it accordingly. That means no dead ends or frustrated customers. Setting up SmartConvo is simple, even if you don't have an in-house tech team. Here's what the process looks like: Connect Your Tools: Integrate with your existing helpdesk (like Zendesk, Intercom, Freshdesk), CRM, or live chat system. Train the Bot: Upload your knowledge base, past tickets, and FAQs so SmartConvo understands your brand and voice. Customize Workflows: Use a no-code interface to define triggers, escalation paths, and bot personality. Monitor & Improve: Review chat transcripts, measure resolution rates, and fine-tune responses for better performance over time. Within days, your team will notice the difference: fewer repetitive tickets, more productive agents, and happier customers. Here's how SmartConvo is already making a difference: Reduced ticket volume by 40% Cut first-response time from 12 minutes to under 30 seconds Improved CSAT score by 25% Decreased support team workload by 50% Increased trial-to-paid conversions thanks to faster support These companies didn't just automate—they improved the customer experience. To get the most out of your AI chatbot, you need strong collaboration between bots and humans. Here are some best practices: Define Clear Escalation Paths : Ensure your chatbot knows when and how to escalate to a human. : Ensure your chatbot knows when and how to escalate to a human. Train Human Agents on Bot Capabilities : Educate your team so they understand what the chatbot handles and where they step in. : Educate your team so they understand what the chatbot handles and where they step in. Review Escalated Cases Regularly : This helps identify gaps in the chatbot's knowledge and continuously improve performance. : This helps identify gaps in the chatbot's knowledge and continuously improve performance. Maintain Transparency with Customers: Make it clear when they're speaking with a bot vs. a human to manage expectations. Blending AI and human support creates a seamless experience where each plays to its strengths. AI chatbots don't just benefit customers—they significantly boost your internal support team's well-being and efficiency: Eliminate Repetitive Tasks : Agents spend less time on mundane questions and more on meaningful, strategic work. : Agents spend less time on mundane questions and more on meaningful, strategic work. Reduce Burnout : By lowering ticket volume and streamlining tasks, agents feel less overwhelmed. : By lowering ticket volume and streamlining tasks, agents feel less overwhelmed. Improve Onboarding : New agents can shadow the chatbot's responses, learning faster. : New agents can shadow the chatbot's responses, learning faster. Drive Focus: With routine inquiries automated, support teams can prioritize high-impact, emotionally sensitive, or revenue-driving interactions. In short, AI chatbots create a healthier, more motivated support environment that benefits your entire organization. Let's recap the key benefits of using SmartConvo as your first-line support agent: Instant, 24/7 support for your customers Fewer tickets and faster response times Lower support costs without sacrificing quality Empowered support team focused on complex issues A scalable solution as your business grows AI chatbots are no longer a futuristic concept—they're a practical, powerful solution for modern customer support challenges. By adopting SmartConvo as your first-line support agent, you can instantly handle repetitive queries, reduce response times, and free up your team to focus on complex, high-value interactions. Whether you're a growing startup or an established enterprise, implementing AI at the frontline means delivering faster, more consistent service without increasing headcount. With easy setup, smart routing, and 24/7 availability, SmartConvo empowers your business to scale support efficiently, without sacrificing quality. Now is the time to future-proof your customer experience. Start your free trial today and see how SmartConvo transforms your support team. 1. What are AI chatbots in customer support? AI chatbots are automated tools that handle common customer queries instantly, thereby improving response times and reducing the workload of agents. 2. How do AI chatbots improve first-line support? They answer repetitive questions quickly, provide 24/7 assistance, and escalate complex issues to human agents when needed. 3. Can AI chatbots handle complex customer issues? AI chatbots handle simple queries and efficiently route more complex or sensitive issues to human support agents. 4. Are AI chatbots difficult to set up? Most AI chatbots are designed for easy integration with existing support tools, often requiring minimal technical knowledge. 5. Do AI chatbots provide a human-like experience? Advanced AI chatbots use natural language processing to understand intent and deliver conversational, human-like responses. TIME BUSINESS NEWS
Business Standard
09-07-2025
- Business
- Business Standard
Equence Technologies Becomes The Silent Force Behind India's Fastest-Growing Communication Workflows
VMPL New Delhi [India], July 9: Since its inception in 2016, Equence Technologies has emerged as a leading Communication Platform-as-a-Service (CPaaS) provider in India, transforming how businesses connect with their customers in real time. With headquarters in Mumbai and regional offices in Bangalore and Noida, Equence has established itself as a trusted partner to over 200 brands, including top-tier institutions such as ICICI Bank. Founded by Mr. Pushpendra Kumar (CEO), Pankaj Behera (CTO), and Amber Jain (COO), the company began its journey with just eight employees and a vision to simplify complex digital communications. The name "Equence", inspired by the word "sequence," signifies order and progression, with the "E" representing the digital nature of its services. At the heart of Equence's USP is a reliable, scalable omnichannel communication platform that integrates SMS, Voice, WhatsApp, Email, RCS, and more, backed by expert consulting and compliance-first infrastructure tailored for emerging markets. "Our strength lies not just in the technology, but in how we empower businesses to use it. We help clients go to market faster, communicate smarter, and scale securely," says Mr. Pushpendra Kumar, CEO. Equence's CPaaS solution is built on a robust on-premises infrastructure, RESTful APIs, and modern communication protocols (SMPP, SIP, HTTPS). It allows integration through straightforward JSON-based APIs, so it is easily translatable across different tech stacks, ranging from SMEs to big organizations dealing with as many as 20 million messages per day. Since its product launch in 2017, Equence has established a solid reputation for reliability, performance, and innovation. Equence also takes a head start in AI-powered communications, incorporating ChatGPT models into its WhatsApp and voice chatbots as part of its solutions for intelligent automation and context-aware dialogues. Equence's product family is designed for omnichannel, compliant, and custom communication. Whether a startup that sends 100 messages a day or an enterprise that sends 2 crore messages per day, the system scales effortlessly. Key features: - * Plug-and-play JSON APIs for quick integration * End-to-end compliance support (DLT, TLS, MFA) * Omnichannel dashboards with real-time analytics * Vertical-specific solutions for BFSI, e-commerce, logistics, and more * Upcoming in-house Dispatcher platform for unified vendor management Internally, cross-functional teams ensure customer experience is not only an objective, but it's a quantifiable deliverable. Software such as Freshdesk and feedback loops ensure high satisfaction ratings are maintained. Equence is still fully funded by itself, proof of its model of sustainable growth and operational strength. Strategic alliances with Indian telecom companies, META (WhatsApp), and Google (RCS through VI) have extended its reach and capabilities. In the short term, Equence will release an upgraded UI with highly integrated channels and a Dispatcher solution that will enable clients to orchestrate multi-vendor communication workflows smoothly. In the long term, the company is aiming for aggressive growth in gaming and e-commerce, along with extending into the UAE and Middle Eastern markets. Its compliance, automation, low-code tools, and AI integration focus make it a future leader in the fast-changing CPaaS space. "We see CPaaS becoming more intelligent, secure, and democratized. Equence is building for that future, especially for businesses in high-growth, regulation-heavy markets," adds Mr. Pankaj Behera, CTO. About Equence Technologies Founded in 2016, Equence Technologies is a leading CPaaS provider offering omnichannel digital communication platforms designed for speed, compliance, and scale. With operations in Mumbai, Bangalore, and Noida, Equence serves hundreds of businesses across finance, retail, healthcare, and more. (ADVERTORIAL DISCLAIMER: The above press release has been provided by VMPL. ANI will not be responsible in any way for the content of the same)
Techday NZ
30-04-2025
- Business
- Techday NZ
Agentic AI helps firms boost CX satisfaction & cut costs per case
Forethought's 2025 AI in CX Benchmark Report has found that companies deploying agentic AI in customer experience (CX) operations are resolving more service tickets and lowering costs compared to those using traditional or less sophisticated artificial intelligence solutions. The report is based on a survey of more than 600 CX professionals from mid-market companies in the United States and offers an analysis of technology combinations and their impact on CX outcomes. The study compared organisations using basic decision trees, retrieval-augmented generative AI (RAG), and agentic AI, the latter being defined as AI that enables autonomous decision-making and can act on behalf of a user. Agentic AI was identified as more effective across key performance metrics. According to the report, companies utilising agentic AI managed to process 57% more customer service tickets and achieved, on average, 33% higher deflection rates compared to those using non-agentic AI solutions. The report also states that 73% of companies employing agentic AI noted an improvement in their deflection rate within the year, versus 40% for those not using agentic AI. Additionally, 82% of respondents credited AI for improvements in their deflection rates. Deon Nicholas, President, Executive Chairman and Co-Founder of Forethought, commented on the findings, saying: "Companies using AI that can go beyond responding to questions to take action and resolve customer issues are seeing the biggest improvements in satisfaction, retention and efficiency. Over the past year, adoption of agentic AI for CX has accelerated, but many companies are still choosing less effective options that leave their customers stuck in frustrating IVRs or chat-based decision trees. Businesses that want to stay ahead must prioritize solutions that resolve customer issues end-to-end." The report further details that using agentic AI with either a dedicated AI for CX platform or an in-house solution led to an average reduction in resolution costs by USD $4 per case, equivalent to a cost saving of over 20%. When measuring customer satisfaction, 64% of respondents using agentic AI reported higher CSAT scores in 2025. This compares to 55% for organisations using RAG-based AI, and 49% for companies not employing AI in their CX operations. The survey also examined the integration of agentic AI with popular help desk platforms. Among companies leveraging agentic AI with help desk software, those achieving the highest deflection rates used Freshdesk (66%), Kustomer (61%), and Hubspot (60%). In terms of channel usage, most organisations reported supporting customers via voice, chat, and email. While voice remains the top channel for most companies, chat is emerging as the fastest-growing avenue for customer interactions, suggesting that a multi-channel approach to CX has become essential. The majority of respondents, 60%, indicated that voice is the most effective channel for resolving customer service issues, while millennials showed a preference for chat (41%), Gen Z respondents were more likely to prefer texting, and baby boomers were more inclined to use phone and email support. Companies are increasingly adopting AI for customer experience, but barriers remain. The report found that 57% of companies are using AI for CX in 2025, though only 13% have more than two years of experience with such solutions. The use of dedicated AI for CX solutions increased sharply compared to one in seven respondents in 2024. When considering the qualities required of AI agents, 88% of survey participants said it is important that AI communicates in the company's brand tone and voice, while 94% emphasised the importance of conveying empathy in AI responses. Despite the benefits, several obstacles hinder broader AI adoption in CX. The report highlights that 73% of respondents cited challenges integrating AI with existing systems, 59% mentioned concerns over data privacy and security, and 58% noted issues regarding customer acceptance and trust. The findings present a comprehensive overview of current CX technology trends and offer insight into the potential of agentic AI to drive measurable improvements in customer satisfaction and operational efficiency.
Business Insider
22-04-2025
- Business
- Business Insider
Exalate Launches Connector for Freshdesk, Bringing Seamless Escalations and Smarter Cross-Team Collaboration
Exalate, a leading integration platform, has officially launched its Exalate for Freshdesk connector -bringing powerful, AI-assisted two-way synchronization to the Freshworks ecosystem. Freshdesk users can now sync support tickets across development, IT, and operations teams without ever leaving their tool of choice. This connector enables teams to automate ticket flows between Freshdesk and platforms like Jira, Azure DevOps, ServiceNow, Salesforce, GitHub, Zendesk, and more-customized to fit each team's exact needs. "Customer issues don't follow org charts," said Francis Martens, CEO of Exalate. "They cut across tools, teams, and even companies. We built this connector to reflect how real collaboration works: flexible, fast, and secure. Our AI helps you set things up faster. But control stays in your hands." The release addresses a longstanding pain point in customer service workflows: the lack of flexible integrations between support tools and the systems used by development, IT, or operations teams. In many organizations, moving information between tools is still a manual process-prone to error and context loss. Exalate solves this by treating integration as a shared conversation, not a one-way relay. Exalate for Freshdesk allows teams to define what should be synchronized (comments, priorities, attachments, custom fields), when it should happen (via triggers), and how the sync behaves (via scripting). The system is decentralized, meaning each side of the connection controls its own rules, which is especially useful for cross-company collaboration or secure environments. AI suggestions assist with initial setup and ongoing maintenance, enabling teams to build and manage complex syncs more efficiently-reducing reliance on technical support and making it easier to scale integrations as business needs evolve. Filling a Gap in Freshdesk's Ecosystem While Freshdesk has native integrations and third-party connectors, many of them are limited to basic one-way data sharing or lack customization. Exalate's release positions itself at the intersection of flexibility and automation, appealing to teams with complex workflows or regulatory requirements. Use cases include: The release includes both freemium access for basic needs and enterprise-grade packages for advanced requirements. Implementation begins immediately through in-product purchasing, with AI guidance available throughout setup. About Exalate Exalate is a leading provider of integration solutions focused on enabling seamless collaboration across teams and organizations. Its unique decentralized architecture gives teams full control over their data exchanges while maintaining flexibility to adapt to various use cases. Exalate pr@ SOURCE: Exalate View the original press release on ACCESS Newswire
