Most organisations we speak to have the same problem. Demand keeps rising, the questions keep repeating, and the people answering them are the same people who should be doing the work that needs human judgement.
A fully managed Digital Assistant is our answer to that. Here is what the term means, and what it doesn’t.
The short version
A Digital Assistant works alongside your team. It answers your customers’ and service users’ enquiries, carries out tasks you have approved, and hands over to a person, with context, when a person is needed. It does this on the channels people already use: your website, your phone line, WhatsApp, Instagram, Facebook, email, SMS, and screens in physical locations.
“Fully managed” means we build it, deploy it, maintain it and run it. You keep control of your information, your policies and your business decisions.
What it does day to day
- Answers from your approved knowledge. We build it from your website, documents and approved replies. You can attach a rule to any fact, such as “always include the booking link”.
- Carries out approved tasks. It can book meetings in Microsoft or Google calendars, raise Zendesk tickets, send email from your mailbox, send brochures on WhatsApp, and log cases for your team. It only does the tasks you switch on.
- Hands over properly. When something needs a person, it logs the case and sends your team a summary and the conversation. On the phone it can transfer the caller to a person.
- Works on every channel at once. One set of knowledge and rules sits behind every channel, so the answer on Instagram matches the answer on the phone.
What “fully managed” covers
| We look after | You decide |
|---|---|
| Building, configuring and deploying the Assistant | Your objectives, approved knowledge and business rules |
| Maintenance, monitoring, updates, channel management and backups | Permissions, governance and which integrations to approve |
| Routine service management and technical improvement | How your team responds to escalations, and business outcomes |
Your IT, security and service teams will still be involved where they should be: giving access, approving integrations and handling the escalations the Assistant passes to them. “Fully managed” means you don’t have to build or operate the technology. It doesn’t mean you lose your say.
How you know it’s working
Every Digital Assistant comes with Cortex, our service intelligence layer. Cortex reviews each conversation after it ends and records what the person wanted, whether it was resolved, how they felt and why, if anything went wrong. It shows which questions the Assistant couldn’t answer, so your team can add the answer once and close the gap. It also produces a plain-English report you can share.
How quickly can you start?
A basic Digital Assistant can be set up on your website or social channels in under 30 minutes once we have your information. A full launch takes longer. Discovery, integrations and your approvals happen at your pace, and we work through them with you.
Is it a chatbot?
It’s a fair question. A chatbot usually lives in one widget, answers from a script and ends with “please contact us”. A Digital Assistant is run as a service: it works across your channels, carries out approved tasks, hands over with context, and every conversation is reviewed. AI makes it possible, but the product is the service your customers get.
If your team answers the same questions every day, across several channels and outside office hours, that is where a Digital Assistant earns its place. Talk to us about yours.