SupportPilot™

Automates up to 90% of customer service inquiries

SupportPilot™ is a Software-as-a-Service (SaaS) solution that uses artificial intelligence to efficiently identify, analyze, prioritize and respond to customer inquiries.

Reduced response time - from hours to minutes
Fast, accurate responses to inquiries
Prioritized case management
Increased efficiency for all parties
Reduced risk with a safe and secure solution

SupportPilot™ helps increase customer satisfaction by providing fast responses with correct solutions and can significantly streamline customer service.

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Automated and accurate handling of incoming inquiries from email

SupportPilot™ connects directly to the customer's email address for customer service or other inquiries. The system interprets incoming enquiries, identifying key customer information (such as customer number, email address, name) and what the customer is requesting (e.g. documents, updating subscriptions, ordering goods). The solution is ideal for organizations with a high volume of incoming inquiries, such as municipalities, government agencies, large corporations and customer service departments.

SupportPilot™ is scalable and can be adapted to the needs of both small and large organizations, whether they are involved in sales, customer support or information.

How SupportPilot™ works

SupportPilot™ uses advanced artificial intelligence to streamline customer service processes.

Updating of systems

SupportPilot™ analyzes incoming inquiries and uses the information to update customer service systems such as CRM, Service Management and order systems. This ensures that all data is up-to-date and correctly registered.

SupportPilot™ has ready-made integrations for a number of common systems, and new integrations are developed as required. The solution can therefore be used by any customer service organization, whether it is aimed at external or internal customers.

Response generation

The system generates a response to the customer based on the content of the inquiry:

Automatic execution: If the information is unambiguous, the order or change is executed and the response is automatically sent to the customer.
Requesting additional information: If the information is unclear or incomplete, SupportPilot™ may ask the customer for more information in order to resolve the inquiry.
Further processing: If the query is complex or requires human judgment, it is forwarded to the appropriate customer service representative. SupportPilot™ provides a suggested response that the agent can edit and send out.

Automation of large volumes of requests

SupportPilot™ is particularly effective for call centers that handle high volumes of requests. Instead of manually processing and routing requests, call centers can now prioritize and automate the entire process from incoming requests until the customer receives a response.

Assess severity: The system assesses the severity of the inquiry and determines the need for further processing.
Sentiment analysis: Understand the sentiment and themes of the inquiries to judge how the case should be handled.

Flexible customer dialogue

SupportPilot™ resolves and responds to a variety of customer inquiries in near real-time without human involvement, such as

Updating customer information
Changing orders
Providing information about products and services
Recommending other products or services based on customer needs
Responding to invoice queries
Provide delivery details
Retrieve information and update other key systems (e.g. CRM, ERP) automatically based on customer inquiries and responses

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Overview of the most important features in SupportPilot™

Increased efficiency in customer service

With SupportPilot™, companies can eliminate many manual processes and reduce errors, increasing efficiency and allowing customer service agents to focus on complex cases. This results in better response times and higher quality deliveries to end users.

Integration with existing systems

SupportPilot™ complements service management solutions such as SMAX by giving meaning and structure to unstructured data.

No matter what system you use today, SupportPilot™ can act as a filter that reads, analyzes and understands all written inquiries that come in in unstructured form.

Secure and private AI solution

SupportPilot™ is a platform agnostic cloud-based SaaS solution that can be operated from our data center or as part of the customer's existing cloud solution, ensuring that the customer's information is kept internally and not shared with the outside world. All communication between the business and customers is protected and logged in the customer's systems, including all incoming inquiries and responses.

Historical analysis and classification

SupportPilot™ analyzes historical requests to identify and classify recurring issues

The system builds taxonomies that provide insight into trends and patterns over time.

Root cause analysis

Use the insights to identify root causes of recurring issues. This makes it possible to adjust and improve processes and routines to reduce or eliminate these issues.

GDPR compliance for leak prevention

SupportPilot™ can analyze and flag communications that identify threats, are in violation of GDPR or contain other sensitive information that the organization wants to control.

SupportPilot™ can flag or stop communications that contain sensitive information, thereby preventing this information from going astray.

SMAX + SupportPilot™: The complete customer service solution

SMAX is an AI-driven service management solution that, combined with SupportPilot™, provides a comprehensive system for handling all communication from customers and employees. This combination streamlines processes and makes it possible to handle both structured and unstructured data.

A combination that handles all customer and employee communication

By combining the SMAX service management tool with SupportPilot™, your organization gets a complete solution that handles both structured and unstructured data. This makes it possible to resolve simple and complex cases, both for existing and new inquiries, internally within the organization and from external sources.

SMAX: Authoritative log and complex
case management

SMAX acts as an authoritative log of inquiries and responses, and supports more complex case management for inquiries that cannot be handled automatically. SMAX also includes a built-in AI helper, Aviator, which streamlines the
support process by searching documentation, forms and cases.

SupportPilot™: Complementary AI for unstructured data

SupportPilot™ is designed to complement existing solutions such as SMAX by using artificial intelligence to give meaning and structure to unstructured data. SupportPilot™ acts as a "filter" on top of existing systems, analyzing and understanding all written inquiries that come in.

Benefits of SupportPilot™ and SMAX

Automatic response: SupportPilot™ can respond easily and quickly with the correct solution.
Additional information: Ask the customer for more information if needed to resolve the case.
Channel management: Handle requests across channels, even from users who are not registered customers, and convert them into customers.

Handling of complex or serious cases:

Classification and prioritization: SupportPilot™ classifies, prioritizes and allocates cases to a customer service representative/case manager with relevant expertise.
Ticket generation: SupportPilot™ understands the essence of inquiries that consist of unstructured data. These are structured and SupportPilot™ generates a ticket with relevant information in SMAX.

Suggestions for responses

SupportPilot™ provides the customer service agent/case manager with a summary of the incoming case description in SMAX with suggestions on how to respond to the customer, which can be edited and supplemented when the case is opened for manual processing.

Manag-E as an implementation partner

Manag-E delivers SMAX, a leading enterprise service management system aimed at companies and public agencies. As your implementation partner, we ensure a seamless integration of SupportPilot™ in your organization. If you want to implement SupportPilot™ with other service management systems, we can also help you with this. Contact us to upgrade your customer service with SupportPilot™ and experience a more efficient, accurate and secure handling of customer inquiries.

SupportPilot™