The clever combination of AI and human support
Resolve 100% of your online inquiries rapidly and at low cost
Whether your customers ask questions in live chats or on social media; through a contact form or by calling you: let GUURU recognise the content of your first-level customer inquiry and route it to the best source of knowledge.
Inquiries are then instantly answered by automation or – where human touch is needed – seamlessly directed to peers who are experts in the domain and available 24/7.
Recurring questions are identified and constantly added to the SmartBot.
Only account-based questions are forwarded to your second or third-level support.
How it works
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1st LEVEL SUPPORT
1. Customer inquiries
Customer inquiries are received at all times and from any page.
GUURU’s customer interaction solution enables you to support around the clock, in very high quality and at lowest possible cost.
2. SmartRouting
Our artificial intelligence (AI) algorithms recognise the nature of questions and allocate them to the appropriate source of knowledge.
3. Customised first-level response
Automated answers
The GUURU SmartBot, powered by artificial intelligence (AI), understands what your customers want and provides automatic answers where possible. It doesn’t require training or configuration and learns from existing FAQs or knowledge bases. It constantly improves and grows by analysing all conversations held between Guurus and customers.
Human answers
Guurus – your experienced product users, are peers who provide instantaneous, first-class support for any questions where automation cannot help. For example product advice. Their expertise is available on-demand, 24/7 and on a large range of topics and products, which matches the need of your customers to guarantee the best possible resolution. The transmission is done seamlessly for great customer experience.
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2nd LEVEL SUPPORT
4. Agent support
Agents are an expensive resource that should be used wisely on complex cases that require system access. GUURU makes sure that all second-level support requests are routed to agents when they are available and guarantees full integration with major CRM and Live Chat platforms such as Zendesk, FreshChat, or Salesforce.
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.
Watch the video to see how it works 👉