Combining AI and human expertise
The all-in-one smart customer interaction solution with fully automated first-level support.
Incoming requests: digital, phone, form submit.
GUURU’s cloud-based solution processes up to 50% of the incoming requests on a first-level support.
Enquiries are answered instantly and around the clock by certified product users. Recurring questions will be identified and added to the SmartBot for automation to optimise costs.
Only account-based questions will be forwarded to your second or third level support.
How it works
-
1st LEVEL SUPPORT
1. Customer enquiries
Customer enquiries are received at all times and from any page.
GUURU chat is available around the clock, and is implementable on any page on which you wish it to appear.
2. SmartRouting
Our artificial intelligence (AI) algorithms recognise the nature of questions and allocate them to the appropriate channel. The information is integrated, including: Past conversation content Source URL of the question Language of the question
3. Customised first-level response
Human answers
Guurus – your certified product users, who are 100% remote, provide instantaneous, first-class support for any questions that need a personal touch. The content of the question is matched with the knowledge held by the respective Guurus for the best fit.
Automated answers
The GUURU SmartBot is powered by artificial intelligence (AI) and provides answers to simple questions. Its knowledge comes from previous answers, FAQs or the knowledge base. It is regularly fed by the Guurus and grows constantly.
-
2nd LEVEL SUPPORT
4. Agent support
Agents (100% remote possible) only take on questions that require system access. The cloud-based technology enables them to work from home on a desktop or mobile device and no infrastructure is needed.
Deliver great Customer Experience (CX) for improved results
Achieve a higher NPS (Net Promoter Score), improved online sales conversion and greater customer satisfaction while saving costs.
Automated first-level support provides live chat across all digital channels.
See how it works in the video.
Peer-to-peer: welcome to the next generation of customer support
- With GUURU, you can guarantee instantaneous 1:1 live support within a few seconds around the clock on your preferred channel.
- Our machine learning algorithms recognise the nature of the question and allocate it for answering by the appropriate channel.
- Questions that do not require human interaction are automatically answered by the GUURU SmartBot.
- More specific questions are seamlessly transferred to the GUURU LiveChat and are answered instantly by other Guurus.
- Questions that require system access are routed to specially certified GUURU Plus agents or second-tier level agents.