At Laird we know that questions, supplementaries and report queries do not always arrive conveniently between 9am and 5pm. That is why we have introduced an after-hours AI call assistant, designed to make sure customers can still reach us when our team has gone home for the day.
Powered by SwiftCase Switchboard, our assistant can have a brief conversation with callers, collect the important information, identify the relevant case or file where possible, and arrange for the appropriate member of the Laird team to call them back the following morning.
Rather than simply leaving a voicemail, a caller can provide their name, telephone number, reason for calling and vehicle registration. That means our team can start the next working day already knowing who called, what the issue relates to and which case needs attention.
The purpose is not to replace the people at Laird, but extend the service our people can provide. Customers can give us useful information at a time that suits them, while our team receives a more organised and useful handover when they return.
Switchboard is also much more than a telephone system. The same technology can operate across voice, web chat, WhatsApp, SMS and email, allowing conversations and information to flow through different communication channels while maintaining the same underlying case context.
This is important for where we see our customer service heading. As the technology develops, we plan to give our AI assistant carefully controlled access to more information within client files. This will allow it to answer a wider range of routine questions, book or arrange actions and provide an increasingly useful service outside normal working hours, while ensuring more complex matters continue to be handled by our experienced team.
For us, AI is about making Laird more accessible, responsive and helpful, 24 hours a day, while keeping people at the heart of the service.
You can find out more about the technology behind our after-hours assistant on the SwiftCase Switchboard page.
