EngageLab has officially launched LiveDesk, a new AI-driven customer service platform built on deep collaboration between AI Agents and Human Agents. The platform is designed to help enterprises consolidate and manage omnichannel customer communications, automate responses, and significantly enhance service efficiency and customer experience.
Quick Intel
EngageLab launches LiveDesk, an AI-powered customer service platform.
The platform is built on an "AI Agent x Human Agent" collaboration model.
It aims to automate up to 90% of common customer inquiries.
LiveDesk integrates omnichannel touchpoints like websites, apps, social media, and SMS.
The solution promises to reduce operational costs by up to 70%.
It offers intelligent routing, smart ticketing, and comprehensive data analytics.
Enterprises today face significant challenges with customer communications scattered across multiple channels like websites, apps, social media, and SMS. This fragmentation leads to delayed responses, management complexity, and efficiency bottlenecks. LiveDesk addresses this by providing a unified platform that consolidates interactions from all these touchpoints, enabling consistent service standards and full-domain customer reach.
At the heart of LiveDesk is its AI Agent, which operates 24/7 to perform millisecond-level screening of incoming inquiries. Simple, common questions are handled automatically using the enterprise knowledge base, while complex issues are seamlessly routed to Human Agents. This intelligent routing, combined with a smart ticketing system for API creation and cross-department collaboration, is designed to drastically improve response speed and resource allocation. The platform supports integration with popular channels like Facebook, WhatsApp, Telegram, Email, and SMS.
LiveDesk is positioned for broad application across e-commerce, software services, gaming, and lifestyle services. By automating a high volume of routine interactions, the platform aims to boost customer satisfaction while reducing team workload and operational costs. It also provides full-chain data tracking and customer behavior analysis, giving enterprises multidimensional insights into satisfaction, team performance, and service trends to continuously optimize their strategies.
The launch of LiveDesk represents a significant step in applying AI to reshape customer service paradigms. By creating a synergistic workflow between AI and human agents, EngageLab aims to provide enterprises with a tool not just for cost reduction, but for building superior, personalized customer experiences that drive retention and brand competitiveness in the digital marketplace.
About EngageLab
EngageLab is a world-leading AI-powered omnichannel customer engagement solution provider, uniting technology and versatility to deliver seamless customer interactions across AppPush, WebPush, Email, OTP, SMS, WhatsApp, and more - building efficient global customer connections for businesses.
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