Intelligent segmentation, driven by your challenges
Each customer is unique. So is every request.
This is why we have developed an intelligent hybridization approach that segments and distributes tasks between AI and humans according to 3 main criteria:
- The type of customer
General public, VIP customer, B2B partner: the level of expectations, the tone to adopt, the margin of error allowed, vary enormously.
→ Humans are taking back control of highly sensitive issues. - The nature of the request
Is it simple and frequent, or rare and specific?
→ AI automatically processes standardized requests, and leaves high value-added cases to agents. - The degree of complexity of the response
Some answers require extensive contextualization, reformulation or adaptation in real time.
→ Our agents, trained and controlled with precision, take over.
Much more than segmentation: real interaction
Our approach to hybridization does not stop at “what the AI does” vs “what the human does”.
The strength of Sqwad AI is the integration of the two intelligences, and their ability to interact at every moment of the customer journey.
Example:
- A request enters an automated channel (AI chatbot),
- It is analyzed and scored according to its complexity,
- If necessary, it is immediately transferred to an agent, with all the information structured and summarized by the AI,
- The agent responds fluently, helped by his AI co-pilot (translation, correction, synthesis),
- The exchange is then analyzed by our tools to refine customer knowledge, and optimize future scenarios.
Result: a smooth journey, without breaks or redundancy. The user no longer even understands if he is talking to a human or to a machine. It's just... well served.
Customer case: ultra-efficient hybridization for an e-commerce player
A major e-commerce player wanted to:
- Reduce response times,
- Maintain a high level of personalization,
- Better distribution of resources during peaks of activity.
Our answer:
- Implementation of an AI chatbot for 40% of recurring requests (package tracking, return, billing),
- Escalation to agents as soon as sensitive or VIP cases are detected,
- Integrated co-pilot AI to synthesize complex requests before transfer,
- Real-time AI monitoring to adapt teams and priorities according to the load.
Results in a few figures:
-52% human solicitation on simple requests,
+23% customer satisfaction/CSAT (thanks to response times halved),
-20% agent turnover (fewer parasitic requests, more meaning in exchanges).
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