AI on the front line: instant and effective support
AI solutions are now capable of handling the majority of simple requests.
They provide a quick and structured initial response, which allows:
- One availability 24 hours a day,
- One immediate time savings for users,
- One reduction in the load on human teams,
- One streamlining the customer experience.
But that's just the surface: the real strength of this approach lies in the human intervention that oversees, moderates, and enriches the AI.
Supervision, control and improvement: the central role of agents
Behind every successful AI, there are trained agents, attentive supervisors, and involved business teams.
At Sqwad, they are the ones who:
- Supervise interactions in real time,
- Correct mistakes and adjust answers,
- Feed databases and language models,
- Take over sensitive or complex cases.
This intelligent collaboration between AI and humans guarantees a constant quality of service, even on a large scale.
Case study: e-commerce after-sales service in a period of peak activity
Background: An international e-commerce customer faces a peak in after-sales service requests after the holidays. Objective: to absorb the flow without losing quality.
Our solution:
- AI sorts and pre-processes 60% of simple requests,
- The answers are automatically generated according to the CGV, FAQ and customer history,
- Sensitive cases are automatically escalated to experienced agents,
- Our Cockpit tool allows a real time coaching based on response time, CSAT, and first contact resolution.
What it allows:
- Optimization of operational costs,
- Controlled scalability, without sacrificing quality,
- An ability to adapt quickly to any change in context or volume.
The integration of agents and AI solutions frees up time for humans, who can focus on where they are irreplaceable: listening, empathy and personalized resolution.
AI powered by humans, for a lasting customer relationship
At Sqwad, we do not believe in a 100% automated customer relationship.
Our agents are no longer content with executing: they analyze, pilot, challenge.
Trained to collaborate with AI, they become strategic operators, capable of turning every interaction into an opportunity.
Yes, building such a model takes time.
But this time invested is the time we gain tomorrow — in scalability, agility, and quality of service.
Because at the end of the day, the best AI is only valuable when it is powered by humans.
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