Exceptional Customer Service With AI-powered Knowledge Base
The difference between an average customer experience and an exceptional one is an empowered customer support associate backed by the right tech. Frontline associates need solutions that can help them walk the tightrope between resolution time, efficacy, and CX. But concerns over the potential adoption effort, long timeline, learning curve, high costs, and associated receptivity can be a roadblock to upgrading to new technologies.
SmartLeap® HelpTree is a NASSCOM award-winning knowledge intelligence platform that walks the talk. Built to offer the lowest total cost of ownership (TCO), it delivers the experience your customers expect while addressing the common challenges of digitization, such as bottom-line impact. Our 35+ years of contact center experience give us an unrivaled view into operational priorities, customer interaction nuances, and the delivery of KPI/SLA metrics.
- Fuss-Free, Stress-Free. Zero code, a shallow learning curve, simple content creation, and super quick onboarding – together, they make HelpTree a one-stop solution, simple to implement and use.
- Easy Adoption. Seamlessly integrate with your CRM and across all channels.
- Improves CX and Empowers Associates. HelpTree is built with live interactions in mind, enabling your associates to deliver a top-of-the-line customer experience. HelpTree is a win-win-win for associates, operations, and businesses.
Features and Benefits
Real-Time Support
Powered by robust decision network architecture (DNA), SmartLeap™ HelpTree follows a decision-tree approach where the path to resolution is delivered in step-by-step, bite-sized intelligence. This enables associates to address customer queries in a foolproof manner.
Improved Metrics
Associates get interactive, reliable, and easily consumable content during live interactions, positively impacting First Time Right (FTR), Average Handle Time (AHT), NPS, and CSAT. This helps reduce the performance delta between tenured associates and new starters.
Intelligent AI Assistant
SmartLeap™ HelpTree’s AI Assistant delivers seamless, intelligent, and accurate AI-driven responses in real time, leveraging intelligent search algorithms to instantly scan your knowledge base, which associates can use to request step-by-step guidance and craft emails tailored to specific problems.
Cognitive Search
Context-sensitive real-time searches enable associates to reach the right decision tree immediately. SmartLeap™ HelpTree connects with multiple data sources and leverages machine learning to provide the best-suited articles.
Seamless Adoption, Migration, and Integration
With powerful API capabilities, HelpTree can import content from disparate data sources. It can also assimilate content from the public domain and CRM systems, linking them to your existing KB. SmartLeap™ HelpTree adds a cognitive wrapper to your existing assets with zero duplication and zero programming effort.
Multi-Functional
Multi-lingual support, multiple content translation modules, multiple article type support, and multiple feedback mechanism capture.
Support and Feedback
SmartLeap™ HelpTree comes with a robust content feedback mechanism to ensure your knowledge base is always up to date. Your team can also collaborate with technicians to further enhance content quality.
Unlocking Digital Performance
Industry-Leading Innovation
5M transactions per week across 60+ lines of business. Powered by 200+ patented inventions, Sutherland’s AI-driven products and platforms empower businesses to innovate, streamline processes, and deliver exceptional experiences.
Enhanced Efficiency
16% reduction in handling time. 19% boost in productivity. Provide quick access to relevant information to reduce time spent searching for answers and enable faster issue resolution.
Better Customer Experience
Equip agents with comprehensive knowledge to enable more informed and positive interactions and enhance customer satisfaction and loyalty.
Consistent Service Delivery
Standardize responses and processes across the team and ensure adherence to common guidelines and quality standards.
