Udesk

Helps businesses resolve customer issues across channels with contextual, personalized AI conversations and automated actions, around the clock.

Automates voice customer service and business processing around the clock with natural, multilingual conversations and connected task execution.

Unifies customer conversations, automates routine support, and coordinates teams to deliver faster, more consistent service across channels.

Delivers faster, more personalized customer support across channels, with AI handling routine inquiries and agents equipped with customer context.

Automates routine calls and service tasks, coordinates channels and agents, and provides operational insights to help organizations deliver responsive customer service.

Helps customers resolve issues faster with personalized real-time video and voice support across websites and mobile apps.

Resolves routine customer questions around the clock and automates repetitive support work, helping teams reduce workload and focus on higher-value conversations.

Centralizes enterprise knowledge to help customers and service teams find accurate answers faster across languages and customer service scenarios.

Increases inspection coverage, surfaces service and compliance risks sooner, and uncovers customer insights across conversations and channels.

Helps customer service teams respond more accurately, work efficiently, manage service risks, and deliver consistent support across languages and channels.

Centralizes support requests, coordinates teams, and manages ticket deadlines to help resolve customer issues faster.

Turns customer service and interaction data into clear insights that help teams monitor performance and make better-informed decisions.

Turns customer feedback into actionable insights and coordinated improvements that help resolve issues, align decisions with customer expectations, and strengthen loyalty.

Unifies global support, answers customers around the clock in their languages, reduces service costs, and supports compliant international growth.

Unifies logistics support, automates routine inquiries, and helps teams deliver secure, responsive service around the clock.

Helps government agencies respond to public needs, expand around-the-clock information access, and coordinate communications and staff across channels and locations.

Provides convenient, round-the-clock financial support while improving issue resolution, protecting customer information, and scaling service operations.

Helps healthcare organizations improve patient access and experiences with secure, automated support across care and service interactions.

Helps travel and hospitality businesses deliver faster, personalized guest support across channels while automating routine queries and coordinating teams.

Connects service operations, automates routine work, and equips teams to deliver responsive, knowledgeable support to customers, dealers, and distributors.

Improves customer experiences and streamlines energy service operations with automated workflows, actionable insights, and clear reporting.

Helps customers shop and get support across channels with self-service, clear order updates, and personalized engagement that encourages loyalty and repeat business.

Platforms that unify customer conversations across email, chat, phone and social into a single inbox and provide ticketing, routing, and agent collaboration to improve response and resolution times.

Products: Omnichannel Customer Service, Udesk AI Call Center, Live Chat, Ticketing, Video Chat, Express Logistics Solution, Financial Services Customer Service Solution, Government Customer Service Solution, Healthcare Customer Service Solution, Manufacturing Customer Service Solution, Retail & E-commerce Customer Service Solution, Travel and Hospitality Customer Service Solution, Udesk Cross-Border E-Commerce Customer Service Solution, Udesk Energy Customer Service Solution

AI-driven chat, email, and voice agents that resolve customer inquiries, perform live actions, and hand off complex cases to humans while preserving brand voice.

Products: AI Chatbot, Multimodal Agent, Voice Agent, Udesk AI Call Center, Omnichannel Customer Service, Udesk Cross-Border E-Commerce Customer Service Solution

Centralized knowledge repositories and AI-driven assistants that improve agent effectiveness and increase customer self-service resolution rates.

Products: AI Knowledge Base, Udesk Large Model Agent Assistant, Live Chat, Manufacturing Customer Service Solution, Government Customer Service Solution

Features for automated QA, compliance monitoring, real-time operational metrics, and scoring to improve agent performance and ensure consistency across customer service operations.

Products: Udesk Intelligent Quality Inspection System, Reporting and Analytics, Udesk Large Model Agent Assistant, Udesk AI Call Center, Travel and Hospitality Customer Service Solution

Aggregate and analyze unstructured and structured customer feedback across channels to surface themes, sentiment, drivers of loyalty/churn, and actionable insights for marketing, product, and operations.

Products: Voice of the Customer (VoC), Udesk Intelligent Quality Inspection System, Udesk Large Model Agent Assistant, Omnichannel Customer Service

Multimodal Agent

Udesk Multimodal Agent is an AI customer service agent designed to understand multimodal service scenarios and support natural, multi-turn conversations. It can make autonomous decisions, call tools, and use memory to provide personalized service. It can be deployed across chat, voice, email, and social channels, and connect with business systems to look up information, update records, and trigger workflows. Resolved conversations support continuous improvement, and complex issues can be handed to human agents with conversation context preserved.

• Automate Service Actions
  Uses connected business systems to retrieve information, update records, and trigger workflows.
• Understand Customer Scenarios
  Interprets multimodal service scenes to support responses that reflect the customer’s situation.
• Serve Customers Across Channels
  Activates one agent across supported channels to provide consistent service without rebuilding it for each channel.
• Continue Contextual Conversations
  Maintains context and continuity across customer interactions.
• Personalize Customer Service
  Uses memory to support personalized interactions and maintain relevant conversation context.
• Improve From Resolved Conversations
  Learns from resolved interactions to improve continuously without manual model retraining.
• Escalate Complex Customer Issues
  Routes issues requiring human support with conversation history, context, and sentiment information intact.
• Communicate In Multiple Languages
  Automatic language detection and support for more than 30 languages help serve customers across language preferences.
• Protect Customer Data
  SOC 2 certification, GDPR compliance, and customer control over private data support security and compliance.

Voice Agent

Udesk Voice Agent is an LLM-powered voice service system that handles inbound and outbound calls 24/7. Its integrated perception, decision-making, and execution architecture supports consultation, verification, business processing, and follow-up visits. It reasons about business logic, connects with enterprise systems to execute operational tasks, and provides natural multilingual conversations with low latency, speech recognition, and noise reduction.

• Complete Business Tasks Autonomously
  Reasons about business logic, connects to business systems, and carries out operational tasks and full-process business handling.
• Handle Calls Around The Clock
  Provides voice service at any time for inquiries, verification, business processing, and follow-up visits.
• Connect Existing Business Systems
  Connects service to existing business capabilities so the agent can access information and execute operational tasks.
• Communicate Naturally Across Languages
  Uses multilingual voice interactions and varied tones for natural customer conversations.
• Keep Voice Conversations Moving
  Low-latency responses help provide smooth, uninterrupted voice conversations.
• Recognize Speech In Noisy Environments
  Noise reduction and voice separation support accurate recognition in noisy settings.
• Protect And Trace Voice Operations
  Applies data protection and risk controls while maintaining audit and traceability across service operations.
• Reduce Overlapping Speech And Silences
  Adaptive turn-taking helps conversations flow without interruptions or empty pauses.
• Connect Voice Service Across Channels
  Supports voice service through multiple access channels and scenarios.

Omnichannel Customer Service

Udesk Omnichannel Customer Service brings customer interactions from WhatsApp, social media, e-commerce platforms, phone, email, and live chat into one dashboard. It combines text and voice AI agents, intelligent routing, ticket management, cross-department collaboration, and synchronization with ERP, OMS, WMS, and BI systems. The platform supports local-language responses and workflow automation for notifications and tickets, helping teams coordinate service and handle routine inquiries around the clock.

• Manage Conversations In One Dashboard
  Gives teams a central place to manage customer inquiries across supported channels.
• Automate Routine Customer Inquiries
  Handles common questions and related service workflows 24/7 so agents can focus on complex interactions.
• Coordinate Complex Issues Across Teams
  Coordinates issues requiring multiple departments through ticket workflows.
• Serve Customers In Their Local Language
  Supports customer conversations in local languages.
• Route Messages To The Right Agent
  Directs inquiries to agents with relevant expertise and helps manage workloads.
• Connect Service With Business Systems
  Synchronizes business information to reduce manual entry and support connected workflows.
• Give Agents Relevant Customer Context
  Makes customer information and prior interactions available for contextual support.
• Turn Service Data Into Actionable Insights
  Uses interaction data and customer feedback to inform service decisions and improvements.
• Suggest Contextual Responses To Agents
  Provides conversation-informed suggestions to help agents respond accurately.

Live Chat

Udesk Live Chat is an AI-powered customer service solution for fast, personalized support. Its Business Messenger connects customers with teams live or at their convenience across websites, apps, TikTok, WhatsApp, Facebook, Twitter, and other channels. The solution includes intelligent chat assignment, customer data for contextual support, AI chatbots for routine inquiries, and knowledge base tools.

• Connect With Customers Across Channels
  Engages customers through a range of digital channels in one live chat solution.
• Automate Routine Customer Inquiries
  Responds to routine questions and reduces support volume so teams can focus on higher-value conversations.
• Route Chats To Suitable Agents
  Directs chats by workload or skills, or allocates conversations equitably through round-robin distribution.
• Personalize Support With Customer Context
  Gives agents customer information to help them understand interactions and personalize support.
• Provide Support Around The Clock
  Keeps online communication available 24/7.
• Turn Proven Replies Into Articles
  Converts effective agent responses into established support content.
• Help Customers Find Answers
  Lets customers look for answers independently using knowledge base information.

Udesk AI Call Center

Udesk AI Call Center is an integrated customer service system combining AI voice bots, human agents, call handling, and operational reporting. It supports more than 30 communication channels and IP phone, mobile phone, web phone, and AI voice bot call modes. AI bots handle basic inquiries around the clock, while agents focus on complex issues. The system also supports automatic call distribution, multilingual human-like voice interactions, automatic call summaries and ticket creation, and visual reports for service operations.

• Handle Basic Inquiries Around The Clock
  Provides continuous automated voice service while helping agents focus on complex issues.
• Manage Customer Conversations Across Channels
  Brings customer communications from more than 30 channels into the contact center for unified management.
• Route Calls To Improve Service Flow
  Automatically distributes calls based on predicted wait times to help manage demand.
• Shift Complex Issues To Human Agents
  Lets AI handle repetitive inquiries so human agents can concentrate on more complex issues.
• Automate Call Documentation And Ticketing
  Automates summaries, data labels, and ticket creation to reduce manual follow-up.
• Monitor Service Operations With Visual Reports
  Reviews service data and visual reports to inform operational decisions.
• Deliver Natural Multilingual Voice Interactions
  Provides multilingual voices designed to sound natural.
• Automate Inbound And Outbound Call Tasks
  Automates inbound and outbound service activities, including inquiries, reminders, surveys, and follow-ups.
• Choose A Call Mode For Your Scenario
  Provides call options for different business scenarios.
• Filter Ambient Noise During Calls
  Filters ambient noise to help maintain smooth voice conversations.

Video Chat

Udesk Video Chat provides real-time video and voice assistance on websites and mobile apps. Teams can combine it with live chat, chatbots, and co-browsing, integrate it into iOS and Android apps using Udesk’s mobile SDK, and record conversations for quality assurance and training. Customer analytics help teams understand the customer journey and provide proactive support.

• Resolve Customer Issues In Real Time
  Gives customers direct access to support through real-time video and voice conversations.
• Collaborate With Customers To Solve Issues
  Lets teams guide issue resolution while working with customers through co-browsing.
• Add Video Chat To Mobile Apps
  Adds live video chat to mobile applications.
• Connect Video Chat With Support Tools
  Combines video chat with live chat and chatbots for connected service interactions.
• Record Conversations For Quality And Training
  Captures conversations for quality assurance, monitoring, and training.
• Use Customer Insights To Guide Support
  Uses journey insights to inform customer engagement and proactive support.
• Manage Conversations Across Channels
  Supports customer engagement across channels through video chat and co-browsing.

AI Chatbot

Udesk AI Chatbot uses advanced language models to answer customer questions with natural-language responses grounded in support materials. It can be activated using a Udesk Help Center, connected knowledge sources, or a public URL. Built-in safeguards and inbox visibility help teams oversee interactions, while custom answers and human handoff controls support critical or complex inquiries. A visual, no-code automation builder helps teams automate repetitive tasks with customizable workflows and pre-built templates.

• Deliver Grounded Customer Answers
  Provides natural-language answers based on support materials and safeguards.
• Answer Questions Around The Clock
  Enables customers to access chatbot self-service at any time.
• Activate From Existing Knowledge
  Lets teams use existing support content or a public URL without creating new bot paths.
• Route Complex Inquiries To Agents
  Directs critical or special-handling inquiries to the appropriate human team.
• Automate Repetitive Support Tasks
  Creates workflows without coding to automate repetitive conversation tasks.
• Use Context And Connected Data
  Uses conversation context and connected inventory, promotions, and loyalty data for personalized recommendations.
• Oversee Chatbot Conversations
  Provides visibility into chatbot conversations through the inbox.
• Customize Customer Workflows
  Adapts workflows to create personalized customer journeys.
• Start With Prebuilt Templates
  Uses templates for common workflows such as support triage, onboarding, and CSAT.

AI Knowledge Base

Udesk AI Knowledge Base is an enterprise knowledge management platform that consolidates knowledge from multiple channels and supports customer service applications. It combines multimodal content access and document parsing with AI-powered search, multilingual support, granular permissions, and enterprise data security. It connects with intelligent agents for customer self-service and real-time knowledge recommendations for agents. Knowledge operations include automated updates, performance analytics, and workflows from knowledge production to distribution.

• Unify Enterprise Knowledge
  Centralizes knowledge from multiple channels for access and reuse across customer service.
• Find Relevant Answers Faster
  Helps customers, agents, and knowledge operations staff find relevant enterprise information.
• Apply Knowledge Across Service
  Makes enterprise knowledge available through chatbot self-service and agent recommendations.
• Automate Knowledge Operations
  Automates knowledge updates and workflows from production to distribution.
• Protect Enterprise Knowledge
  Helps prevent data leaks and address compliance risks when managing knowledge.
• Bring Diverse Content Together
  Adds enterprise information through varied formats and access methods.
• Understand Images And Text
  Analyzes image and text content together to improve document understanding.
• Control Knowledge Access
  Organizes knowledge and sets access permissions for different users and applications.
• Support Global Knowledge Access
  Manages and provides knowledge in multiple languages.
• Measure Knowledge Performance
  Uses performance metrics to assess enterprise knowledge quality and effectiveness.

Udesk Intelligent Quality Inspection System

An AI quality inspection system for customer service conversations. It connects to call centers, instant messaging, ticketing, CRM, and other systems to inspect voice, text, images, video, and audio. Customizable rules support automated compliance checks with traceable violation records, while real-time analysis provides risk alerts and root-cause tracing. It supports multilingual inspection across more than 50 languages and analyzes conversations for customer needs, popular questions, and service improvement opportunities.

• Inspect Every Conversation Across Channels
  Collects data from connected systems for broad coverage beyond limited manual sampling.
• Apply Rules And Trace Violations
  Lets organizations configure inspection rules and review documented violation evidence.
• Detect Risks And Alert Teams Quickly
  Provides risk alerts and tools to trace causes so teams can respond sooner.
• Inspect Conversations In Multiple Formats
  Brings interactions from multiple channels and media types into quality inspection.
• Inspect Conversations Across 50+ Languages
  Supports consistent inspection across global service operations.
• Trace Customer Journeys Across Conversations
  Connects related interactions to reveal issues spanning conversations.
• Uncover Customer Needs And Service Trends
  Turns conversation data into customer profiles, FAQs, and demand insights.
• Inspect Compliance, SOPs, Sales, And Insights
  Applies inspection to compliance, operational standards, sales processes, and customer experience.
• Balance Inspection Depth And Efficiency
  Combines complex analysis with efficient processing for specific inspection scenarios.
• Summarize Interactions And Extract Knowledge
  Creates summaries and extracts knowledge points for agent training.

Udesk Large Model Agent Assistant

Udesk Large Model Agent Assistant is an AI-powered customer service tool that supports agents throughout the service process. It provides contextual question answering, real-time script and process guidance, compliance checks, and work-ticket extraction. The solution also supports multilingual interactions, knowledge accumulation, natural-language data search, omnichannel quality inspection, and voice-of-customer insights.

• Guide Agents In Real Time
  Gives agents relevant scripts, processes, and knowledge to support standardized service.
• Inspect Every Customer Conversation
  Monitors conversations across channels to identify service deviations and quality issues.
• Find Accurate Answers Faster
  Helps agents locate relevant information and respond precisely using conversation context.
• Create Tickets In Less Time
  Automates ticket information entry and reduces the stated filling time from one minute to 10 seconds.
• Support Customers In 15+ Languages
  Helps agents communicate internationally using language identification and translation.
• Build And Update Knowledge Automatically
  Captures and groups FAQs to reduce manual updates and make knowledge easier to use.
• Search Service Data In Natural Language
  Lets teams search service data using natural language.
• Reveal Insights From Customer Feedback
  Uses feedback and interaction analysis to identify needs and inform service improvements.

Ticketing

Udesk Ticketing is an AI-powered ticket management solution for handling complex support issues across channels. It centralizes support communications and provides SLA management, intelligent assignment, shared ticket ownership, and configurable workflows. Teams can customize ticket forms, customer portals, and agent roles, integrate with business systems, and track ticket status and resolution progress.

• Centralize Support Communications
  Brings support communications together, with automatic ticket creation and categorization.
• Manage Ticket Deadlines
  Sets ticket deadlines and notifies or escalates as deadlines approach.
• Route Tickets To Suitable Agents
  Distributes tickets by expertise, workload, and priority.
• Automate Ticket Processes
  Automates ticket processes and routes issues to relevant departments.
• Coordinate Work Across Teams
  Supports shared ownership and visible progress across teams and departments.
• Track Ticket Resolution Progress
  Gives agents and supervisors real-time ticket progress visibility.
• Collect Relevant Ticket Details
  Adapts forms to capture information needed for support requests.
• Control Agent Access And Actions
  Sets access and action permissions based on agent roles.
• Customize Your Helpdesk
  Tailors helpdesk elements to business requirements.
• Connect Business Systems
  Connects ticketing processes with business systems.
• Evaluate Service Performance
  Uses ticketing reports to assess team performance.

Reporting and Analytics

Udesk Reporting and Analytics provides reporting and business intelligence for customer service operations. It supports real-time dashboards for service metrics across channels, customer journey mapping, and drag-and-drop visualizations. Udesk also describes data reports, AI-powered operational diagnostics and risk alerts, and analytics that help teams examine interaction data and make strategic decisions.

• Monitor Service Performance In Real Time
  Helps managers monitor service performance and changes in activity as they occur.
• Explore And Correlate Operational Data
  Supports accessible analysis of relationships between operational factors.
• Inform Decisions With Interaction Insights
  Uses interaction data to inform decisions and service performance evaluation.
• Trace Customer Touchpoints Before Support
  Shows touchpoints preceding a service request.
• Identify Operational Issues And Risks
  Helps identify operational concerns and support timely attention.

Voice of the Customer (VoC)

Udesk Voice of the Customer (VoC) collects feedback and experience data from conversations, e-commerce reviews, social media, surveys, and on-platform behavior. Its analytics platform cleans, models, and semantically analyzes unstructured feedback, then presents findings through visualizations. Organizations can integrate results into business operations, manage issues through alerts and status updates, and use automated, role-based action plans to drive continuous improvement. The product also identifies purchase intent, advocacy, complaints, praise, and churn risk.

• Unify Customer Feedback Sources
  Combines feedback and behavior data from multiple touchpoints for analysis.
• Extract Meaning From Feedback
  Analyzes unstructured feedback to surface insights.
• Apply Insights To Business Processes
  Connects findings with business operations to guide improvements.
• Track Issues Through Resolution
  Tracks issue alerts and status through a process designed to support timely resolution.
• Identify Intent And Churn Risk
  Surfaces customer intentions and churn risk to support proactive responses.
• Clarify Key Customer Insights
  Makes key customer feedback findings easier to review.
• Standardize Customer-Driven Actions
  Coordinates improvement actions across the organization.
• Route Alerts To The Right Teams
  Sends alerts and supports event management and tracking.

Udesk Cross-Border E-Commerce Customer Service Solution

Udesk’s cross-border e-commerce customer service solution brings overseas conversations and work orders together in one platform. It combines more than 30 channel integrations, AI agents with 24/7 multilingual support and real-time translation for 50+ languages, global compliance capabilities, and connections to order and logistics systems. It also offers customer service BPO across international markets. AI agents handle repetitive consultations so human agents can focus on complex interactions. Udesk reports 30–50% lower customer service labor costs, an average response time under two seconds, and an 80%+ AI handling rate for repetitive consultations.

• Unify Global Customer Conversations
  Manages inquiries and work orders from overseas channels in one platform.
• Serve Customers Across Languages And Time Zones
  Helps serve overseas customers around the clock across languages.
• Adapt Customer Service To Global Regulations
  Supports operations across jurisdictions with templates and data protection capabilities.
• Automate Repetitive Customer Inquiries
  Handles common questions around the clock so human agents can focus on complex interactions.
• Connect Support With Order And Logistics Data
  Links service to relevant business context and connected workflows.
• Extend Support With Local Service Teams
  Provides access to an international BPO network for local expertise and service coverage.
• Streamline Work Order Handling
  Centralized management supports more efficient work order circulation.

Express Logistics Solution

An AI-powered customer service solution for express logistics businesses. It brings customer inquiries from multiple channels into one platform, supports controlled access to customer information and flexible data storage, and uses AI service robots to handle waybill inquiries and common questions. Headquarters can oversee service data across branches and regions, while AI-enabled service supports round-the-clock responses.

• Unify Customer Service Channels
  Coordinates inquiries across service centers and affiliated network institutions.
• Protect Customer Information
  Supports secure handling through permissions and flexible storage options.
• Automate Waybill Inquiries
  Helps customers resolve routine requests through self-service.
• Provide 24/7 Online Service
  Supports online customer service at any time.
• Monitor Regional Service Operations
  Provides centralized oversight of regional service operations.
• Reduce Routine Service Workload
  Reduces pressure on service personnel by handling common questions.

Government Customer Service Solution

Udesk’s customizable customer service solution helps government organizations streamline operations and respond to public needs across benefits, employment compensation, health and human services, and income assistance. It coordinates inbound and outbound communications through phone, chat, email, text, and social media. Agencies can offer 24/7 self-service through FAQs and knowledge base articles and use AI and bots for simpler interactions. The solution supports government security standards and relevant legislation, while helping dispersed teams manage requests, capture institutional knowledge, and maintain productivity across locations.

• Coordinate Public Communications
  Brings communications across voice and digital channels together to address public needs.
• Provide 24/7 Information Access
  Lets the public find information without live agent support.
• Safeguard Agency And Citizen Data
  Supports secure operations and protection of agencies, customers, and employees.
• Automate Simple Interactions
  Handles simpler interactions so agency staff can focus on more involved needs.
• Coordinate Distributed Government Teams
  Supports request management and knowledge sharing among dispersed teams.
• Streamline Government Operations
  Adapts operations to government needs and supports digital service delivery.

Financial Services Customer Service Solution

Udesk’s financial services customer service solution helps banks and financial institutions deliver digital support across consumer banking, payments, and wealth management. It combines AI, automation, and self-service for routine inquiries and issue resolution through customers’ preferred channels. The solution supports 24/7 service, proactive customer support, and integration with CRM systems and key partners. Security and compliance capabilities help safeguard customer information, support regulatory requirements, and manage fraud and risk controls.

• Protect Data And Support Compliance
  Safeguards sensitive information and monitors service activity.
• Serve Customers Around The Clock
  Provides support at any time while agents focus on complex requests.
• Automate Routine Financial Service Tasks
  Reduces manual handling and helps customers complete common requests efficiently.
• Route Complex Requests To The Right Agent
  Automates routine handling and escalates complex cases with context.
• Reach Customers Across Preferred Channels
  Provides consistent support through customers’ preferred digital channels.
• Flag Risks And Trigger Timely Alerts
  Supports timely customer verification and intervention for potentially risky interactions.
• Connect Service With Business Systems
  Provides access to relevant information across banking, payments, and wealth management.
• Adapt Service To Financial Workflows
  Aligns automated service with institutional processes and banking customer needs.
• Anticipate Needs And Respond Faster
  Helps institutions address customer needs promptly and reflect customer intent.

Healthcare Customer Service Solution

Udesk’s healthcare customer service solution supports patients, care teams, employees, and providers across channels and at any time. It combines an ePHI-secure cloud environment and stated support for HIPAA, HITECH, GDPR, PCI, and other regulatory standards with EHR integration, automation, and quality management. Capabilities include virtual care plan management, nursing and nurse triage workflows, remote patient monitoring, pharmacy inquiries, and patient reminders. It also supports contact centers for telehealth, behavioral health, and chronic disease wellness.

• Protect Health Information
  Supports healthcare communications in a secure environment with stated regulatory compliance.
• Improve Patient Access
  Helps patients get information, schedule appointments, and find resources while reducing avoidable delays.
• Coordinate Virtual Care
  Connects virtual care plans with nursing and patient support workflows.
• Connect Health Records
  Uses EHR data within service workflows.
• Automate Pharmacy Inquiries
  Answers routine pharmacy questions and reduces pressure on pharmacy teams.
• Support Care-Plan Adherence
  Reinforces care plans and helps teams identify adherence issues.
• Scale Critical-Event Support
  Helps maintain access to information as demand changes during critical events.
• Identify Support Needs
  Provides insight into interactions that may need additional assistance.

Travel and Hospitality Customer Service Solution

Udesk’s travel and hospitality customer service solution manages booking inquiries, itinerary changes, and guest needs through a unified interface. It centralizes communications from mobile apps, phone, Facebook Messenger, WhatsApp, and other channels, while giving agents access to guest profiles, booking history, and past conversations. AI and chatbots automate routine queries, provide 24/7 support, and hand complex requests to live agents. The solution supports collaboration across customer service, operations, finance, and third-party teams, with business application integrations for guest context.

• Automate Routine Guest Inquiries Around The Clock
  Handles routine questions at any time and passes complex requests to live agents.
• Centralize Guest Conversations Across Channels
  Helps teams manage guest interactions together across channels.
• Personalize Support With Guest Context
  Equips agents with relevant guest information to address service issues.
• Connect Business Applications To Guest Support
  Enriches guest context with information from business systems.
• Coordinate Teams Around Guest Requests
  Coordinates teams and third parties to help resolve guest queries faster.
• Support Multilingual Guest Conversations
  Helps international guests communicate across languages.
• Prioritize Guest Service Queues
  Helps teams focus on inquiries using available guest context.
• Monitor Service Quality In Real Time
  Monitors interactions and supports risk alerts, summaries, and agent training.
• Identify Purchase Intent In Service Inquiries
  Surfaces purchase intent during customer service interactions.

Manufacturing Customer Service Solution

Udesk’s manufacturing customer service solution connects manufacturers with dealers and distributors through email, online chat, and phone. It integrates communication channels, business applications, and backend systems across teams and partners, while using AI-powered workflow automation and knowledge management to reduce manual tasks and errors. Customers can access intelligent self-service, and agents can work in personalized workspaces with relevant internal knowledge. Use cases include AI-assisted equipment troubleshooting, automated outbound calls, and video consultations for after-sales support. Enterprise security features support attention to regulations and data privacy policies.

• Resolve Equipment Service Issues
  Provides technical guidance and routes complex faults to professional engineers.
• Connect Systems And Share Data
  Supports connected operations across teams and partners.
• Automate Repetitive Service Work
  Automates routine workflows and outbound calls; the 3M case reports a 70% reduction in manual workload for scenario-specific robot calls.
• Find Answers And Guide Troubleshooting
  Helps customers find answers and agents provide standardized equipment guidance.
• Respond Across Service Channels
  Supports timely responses, sales activity, and ongoing service.
• Troubleshoot Equipment Remotely
  Helps engineers assess issues and guide customers remotely; the Dyson case describes reducing an after-sales cycle from seven days to seven minutes.
• Coordinate Teams And Partners
  Connects service operations and workflows across supply-chain partners.
• Protect Service Data
  Supports customer service security and attention to applicable privacy requirements.

Udesk Energy Customer Service Solution

Udesk’s Energy Customer Service Solution helps energy organizations improve customer experiences through real-time insights, personalized services, and seamless interactions. Automated processes streamline repetitive tasks such as ticket generation. Customizable dashboards, automated reports, interactive visualizations, and historical analysis provide views of energy data and service performance, while report sharing supports collaboration and transparency.

• Streamline Repetitive Ticket Tasks
  Reduces delays and errors associated with manual ticket work.
• Access Critical Energy Data Instantly
  Gives teams timely access to relevant energy information.
• Tailor Metrics To Your Needs
  Arranges metrics to create a view suited to user needs.
• Save Time On Routine Reports
  Reduces the effort required to prepare recurring reports.
• Deliver More Personalized Service
  Supports personalized and seamless customer interactions.
• Simplify Complex Data Views
  Makes complex information easier to view and understand.
• Identify Trends And Improvement Opportunities
  Helps teams recognize trends and potential areas for improvement.
• Share Reports Across Teams
  Helps teams collaborate around service and energy information.

Retail & E-commerce Customer Service Solution

Udesk's retail and e-commerce customer service solution helps businesses deliver coordinated service across online and brick-and-mortar channels. It brings customer interactions together, supports self-service for order updates, and uses real-time and historical interaction data to anticipate customer needs and personalize recommendations and promotions. Retailers can provide order tracking and resolve returns, refunds, replacements, and complaints across channels. AI-powered automation, multilingual support, and business system integrations support local and cross-border operations.

• Unify Customer Conversations
  Coordinates customer interactions across preferred channels.
• Enable Independent Order Updates
  Lets shoppers check order updates and manage parts of their experience independently.
• Resolve Post-Purchase Issues
  Provides coordinated support after a purchase.
• Automate Routine Customer Support
  Provides timely assistance while allowing agents to focus on complex interactions.
• Anticipate Customer Needs
  Uses customer data to engage shoppers proactively.
• Track Orders Across Channels
  Makes fulfillment progress more transparent and supports resolution of order issues.
• Turn Interactions Into Insights
  Informs service and engagement decisions with customer interaction data.
• Personalize Recommendations And Promotions
  Supports relevant engagement that can encourage repeat purchases and loyalty.
• Connect Retail Business Systems
  Supports data synchronization and context-rich service across customer touchpoints.
• Serve Customers In More Languages
  Helps businesses respond to customers across overseas markets.