24/7 Smart Support

According to Zendesk’s CX Trends Report 2024, 74% of customers expect instant responses from businesses at any time of day. Yet, few companies can afford to staff full-time support teams that operate around the clock. The challenge lies in balancing automation with empathy—ensuring customers feel heard, not handled by machines.

Scaling Service Without Losing Connection

Traditional customer service teams struggle with response delays, limited working hours, and inconsistent quality when scaling. Even with outsourced call centres or shared inboxes, customers often face repetitive questions and long waiting times. The result? Frustration and disengagement, especially when users feel their issue could have been resolved instantly.

Businesses need a way to stay responsive 24/7 without sacrificing the warmth and tone of human interaction.

Smart Tools That Feel Human

Advances in conversational AI and natural language processing have made it possible to offer round-the-clock support that feels genuinely personal. These tools combine intelligent automation with customisable tone and context awareness, so interactions stay natural and brand-aligned.

Here are some standout AI tools designed to elevate the customer experience:

• Intercom Fin – Built on GPT-powered technology, Fin understands customer intent and delivers accurate, conversational replies. It integrates seamlessly with live agents, handing over complex queries when needed.

• Zendesk AI – Designed for support teams already using Zendesk, this tool auto-triages tickets, suggests replies, and even detects sentiment to prioritise urgent cases.

• Forethought SupportGPT – A predictive AI that learns from historical support data to offer instant answers and automate repetitive tasks, freeing up human agents for high-value conversations.

• Fliweel – For companies that want more than scripted responses, Fliweel offers AI-driven assistants that integrate voice, chat, and analytics. It helps teams maintain a personalised approach while gathering customer insights to continuously refine engagement strategies.
  Explore Fliweel’s capabilities.

Turning Support into a Strength

A mid-sized e-commerce retailer adopted Zendesk AI and Fliweel’s voice automation to manage seasonal surges. Before integrating AI, their average response time during peak sales was over six hours. After automation, 82% of customer queries were handled instantly, while agents focused on product returns and complex billing issues. The result was a 40% boost in customer satisfaction and a measurable reduction in churn.

How to Get Started

Businesses can begin integrating AI into their support operations in a structured way:

1. Map Your Support Journey – Identify repetitive queries that don’t require human decision-making.

2. Select the Right Tool – Match the AI platform to your existing CRM or communication tools.

3. Train the Model on Brand Voice – Feed it past interactions and tone guides to ensure responses sound authentic.

4. Test and Iterate – Monitor metrics like resolution time and customer sentiment to refine performance.

5. Blend Automation with Escalation – Always keep an option for live handover when queries exceed the AI’s scope.

Addressing Common Concerns

• “Will it replace human jobs?”
  No. AI tools are designed to handle repetitive, low-level tasks freeing human agents for empathy-driven, complex support.

• “Is it secure?”
  Leading AI platforms adhere to GDPR and ISO 27001 standards, ensuring data privacy and encryption.

• “Is it expensive?”
  Most solutions are scalable by tier, making them affordable for small and medium enterprises before expanding to enterprise-level functionality.

The Takeaway

Delivering 24/7 service no longer means choosing between efficiency and empathy. With the right AI tools, businesses can combine real-time responsiveness with a human touch, transforming customer service into a strategic advantage.

Book an AI workshop with Fliweel to discover how intelligent automation can redefine your customer experience.