Sentiment Evaluation in Real-time Speech Revolutionising Financial Customer Service

Welcome to Smartbot, the groundbreaking SaaS application designed to transform customer service in the financial sector. Developed within Munster Technological University, Smartbot integrates seamlessly with Salesforce to deliver a superior customer engagement experience.

Advanced AI Technology

Seamless Salesforce Integration

Real-Time  Emotion and Response

Advanced NLP

About SERTS developed by MTU

Two-Year Journey: From Spin-out to Commercialisation

With SERTS, we are dedicated to revolutionising the customer service landscape in the financial sector. Our state-of-the-art SaaS application, SERTS (Sentiment Evaluation in Real-time Speech), is designed to deliver unparalleled customer experience, leveraging advanced AI and NLP technologies.

Our Team

Launched in July 2023, SERTS is a groundbreaking two-year project divided into:

1 Year of Research by Munster Technological University

1 Year of Commercialisation

Our Goal

To develop a world-class SaaS application that is available on the Salesforce Appexchange.

Join Us on This Exciting Journey

Experience the future of customer service with Smartbot. Sign up today as a trial customer and join our innovative community. Together, we can transform the way financial entities engage with their customers.

Why Choose Smartbot

Contact Centres Today Face A Dilemma

Smartbot goes beyond customer service – it's groundbreaking. With tight integration with Salesforce and AWS Sagemaker, we ensure smooth, efficient, and scalable customer interactions. Our real-time emotion detection and comprehensive customer journey view help reduce churn and drive revenue.

Hiring empathetic agents – costly and unscalable.

AI-powered chatbots – often disappointing emotionally charged clients.

NLP conversation analytics engines – incomplete solutions.

Complete Customer Journey Insight

Seamlessly guide customer interactions from start to finish, ensuring a coherent and enriching experience.

Salesforce Integration

Fully integrated within the Salesforce AppExchange, ensuring smooth operation within your existing systems.

Sustainability Core

Operating with a philanthropic model (1:1:1), and aligned with Salesforce’s values of trust, innovation, equality, and net zero.

How It Works

Optimised Agent Assignment Process

01

First Touch

Calls are connected to an empathetic chatbot, replacing traditional IVR systems.

02

Deflection

The chatbot answers the customer's questions.

03

Routing

Contextually routes to an agent for the next best actions using guided prompts powered by Smartbot’s technology.

04

Analytics

An analytics tool helps management improve customer experience over time.

Benefits

Pioneering AI Advancements for Unmatched Innovation

Empathetic AI Support for Vulnerable Customers

Our deep integration with Salesforce and AWS ensures a smooth and efficient workflow. Smartbot’s capabilities in deflection, routing, guidance, and analytics are designed to work seamlessly within the Salesforce ecosystem, providing a comprehensive solution that enhances both customer and agent experiences.

Dedicated Support and Continuous Improvement

Smartbot's advanced emotion-aware AI technology detects and responds to customer emotions in real-time, ensuring every interaction is handled with empathy and precision. This leads to higher customer satisfaction and loyalty, setting us apart in the customer service industry.

Customisable AI to Fit Your Unique Needs

With Smartbot, you get a complete view of the customer journey, from the first interaction to resolution. This holistic approach allows for better decision-making and more personalised customer experiences, driving excellent retention and satisfaction.

Enhanced Security and Compliance Features

Smartbot is specifically designed to meet the needs of Finserv contact centres, providing tailored solutions that address industry-specific challenges. Our AI-driven insights help financial institutions enhance customer engagement and streamline operations.

Advanced Analytics for Continuous Improvement

Smartbot offers robust analytics capabilities that provide deep insights into customer interactions and agent performance. This data-driven approach enables continuous improvement and optimisation of contact centre operations.

Expertise in Financial Services (Finserv) Contact Centres

Smartbot is designed with security and compliance at its core. It ensures that your customer data is protected and your operations meet regulatory standards. This focus on security gives you peace of mind and builds customer trust.

Comprehensive 360° View of Customer Journeys

Smartbot’s AI technology is highly customisable, allowing you to tailor it to meet your business requirements. This flexibility ensures you get the most out of our platform, maximising its impact on your customer engagement strategies.

Real-Time Emotion Awareness for Superior Customer Engagement

We provide dedicated support to ensure you get the most out of Smartbot. Our team is always available to assist with any issues and to help you leverage new features and improvements as they are released, keeping you ahead of the competition.

Seamless Integration with Salesforce and AWS for Enhanced Efficiency

Smartbot provides accessible and empathetic support for vulnerable customers, addressing health issues, life events, and capability challenges. Smartbot detects and responds to these sensitivities in real-time, ensuring compassionate and patient assistance. This approach enhances customer satisfaction and sets a new standard for inclusive, exceptional service.

Blog

12 Dec

3 mins read

the smartbot journey

The Power of Real-Time Emotion Recognition in Customer Service

Emotion-aware AI like SERTS transforms customer service by recognising emotions in real-time, enabling empathetic responses, proactive solutions, and ethical data handling.

Declan Murphy

Founder & CEO, Smartbot

12 Dec

3 mins read

the smartbot journey

The Future of Customer Service: How Emotion-Aware AI Will Change the Industry

Emotion-aware AI like SERTS transforms customer service with real-time empathy, proactive support, and ethical practices, enhancing satisfaction and building trust.

Declan Murphy

Founder & CEO, Smartbot

Breaking New Ground in Real-Time Emotion Monitoring: The SERTS Solution

23 Nov

2 mins

the smartbot journey

Breaking New Ground in Real-Time Emotion Monitoring: The SERTS Solution

SERTS revolutionizes customer support with real-time emotion monitoring. It leverages deep learning for accurate sentiment analysis in a cost-effective, modular solution.

Declan Murphy

Founder & CEO, Smartbot

The Beginning of Smartbot: A Seven-Year Dream Realised

29 Sep

1 min read

the smartbot journey

The Beginning of Smartbot: A Seven-Year Dream Realised

Smartbot's journey from a seven-year dream to an AI vision, reshaping customer service in financial services.

Declan Murphy

Founder & CEO, Smartbot

Sentiment Evaluation in Real-time Speech Revolutionising Financial Customer Service

About SERTS developed by MTU

Two-Year Journey: From Spin-out to Commercialisation

Our Goal

To develop a world-class SaaS application that is available on the Salesforce Appexchange.

Join Us on This Exciting Journey

Why Choose Smartbot

Contact Centres Today Face A Dilemma

Hiring empathetic agents – costly and unscalable.

AI-powered chatbots – often disappointing emotionally charged clients.

NLP conversation analytics engines – incomplete solutions.

Complete Customer Journey Insight

Salesforce Integration

Sustainability Core

How It Works

Optimised Agent Assignment Process

01

First Touch

02

Deflection

03

Routing

04

Analytics

Benefits

Pioneering AI Advancements for Unmatched Innovation

Empathetic AI Support for Vulnerable Customers

Dedicated Support and Continuous Improvement

Customisable AI to Fit Your Unique Needs

Enhanced Security and Compliance Features

Advanced Analytics for Continuous Improvement

Expertise in Financial Services (Finserv) Contact Centres

Comprehensive 360° View of Customer Journeys

Real-Time Emotion Awareness for Superior Customer Engagement

Seamless Integration with Salesforce and AWS for Enhanced Efficiency

Blog

Blog

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