An agent who guides and reassures throughout the customer journey.
With Smart Agents, offer your users a conversational experience. AI that reasons, formulates reliable answers from your knowledge base, and stays aligned with your brand tone.
Can an AI chatbot really resolve customer requests from start to finish?
Yes. Smart Agents goes beyond a simple "question/answer" bot. Thanks to conversational AI connected to your knowledge base, it understands the customer's intent, rephrases if necessary, and guides them to a resolution (finding the information, understanding the rule, taking the right action, or being directed to the right place).
How can we guarantee reliable answers and avoid approximate answers?
Smart Agents relies on trusted AI: responses are generated from validated and governed content, with control mechanisms to limit uncertainty. The goal is to deliver a useful, consistent response that complies with your service policy—not a "probable" response.
How is Smart Agents different from a "generic" AI chatbot?
A generic chatbot responds, but does not always understand the quality or business context. Smart Agents combines AI + structured knowledge + governance to provide responses that are consistent with your processes (after-sales service, returns, warranties, billing, subscriptions, etc.). The result: a more robust conversational experience that can truly be leveraged on a large scale.
Can Smart Agents handle multiple steps in a single conversation?
Yes. Smart Agents can operate with a more agentic approach: it strings together several logical actions in a conversation (understanding the request, asking a clarifying question, checking a condition, suggesting the right course of action, directing the user to the right channel). This is what prevents conversations from becoming "stuck" and increases actual resolution.
Can Smart Agents be integrated into my digital journeys and existing tools?
Yes. Smart Agents integrates with your channels (website, help center, authenticated spaces, etc.) and adapts to your pre-sales and after-sales processes. It can also connect to your customer relationship and support tools (CRM, ticketing) such as Salesforce, Zendesk, and easiware, to ensure a seamless experience between self-care and support from your teams.
