#USA #AI Customer Service #N/A #Aurora Mobile #EngageLab

Aurora Mobile Introduces EngageLab LiveDesk

Aurora Mobile, a leading provider of customer engagement and marketing technology, recently announced the official launch of the latest version of EngageLab LiveDesk. This innovative platform integrates global omnichannel connectivity, collaborative AI and human interaction, as well as smart ticket management, all in one complete intelligent customer service solution. The new LiveDesk leverages advanced AI and data synergy to break down communication barriers, transforming customer service from a 'cost center' into a scalable 'growth engine' that drives business innovation.

Overview Page Revamp: From Data Monitoring to Global Control

The revamped overview page features real-time statistical processing, granting managers a comprehensive view of operations.

• - Real-Time Status Tracking: For the first time, administrators can observe active conversations and ticket statistics in real-time, as well as compare historical trends. This allows for immediate insights into the real-time performance of Human Agents and the 'transfer rate to humans' from AI Agents.

• - Traffic Deep-Dive Analysis: Users can analyze traffic sources by channel and evaluate efficiency by teams. Coupled with 24-hour traffic distribution analysis, it enables accurate personnel allocation according to peak periods.

• - Comprehensive Performance Dashboard: This feature facilitates one-stop tracking of metrics such as processing counts, satisfaction rates, and online hours for both AI and human agents, thus visualizing all investments clearly.

Enhanced AI Collaboration: Accelerator and Quality Inspector

The new LiveDesk directly integrates AI into workflows, acting as the 'ultimate co-pilot' for service staff.

• - Copilot Response Suggestions: Agents can obtain AI-generated response suggestions with a single click, ensuring even novice staff can provide professional and consistent replies.

• - Seamless Ticket Conversion: Conversations can be easily converted into tickets with a right-click. Both manual creation and AI-assisted requirement extraction dramatically enhance cross-department collaboration efficiency.

• - Human Participation Quality Assurance: New features allow humans to review AI responses, syncing results for analysis with GPTBots. This ensures high efficiency while maintaining zero-error service quality.

• - Custom AI Optimization: By supporting custom prompts, AI can refine replies to align with a brand's tone and style.

Evolution of Global Features: Breaking Language and Channel Barriers

Designed for cross-border and multichannel scenarios, the new version provides robust foundational support.

• - Native AI Real-Time Translation: The new bidirectional translation capability facilitates real-time interpretation of customer messages and precise translation of agent replies, eliminating language barriers as an obstacle to global sales.

• - Intelligent Emotion and Issue Recognition: Through API, the platform can automatically analyze issues and emotional indices. By combining smart sorting based on update times, priorities, and wait times, it ensures no important customer is overlooked.

• - WhatsApp Marketing Integration: The messaging API supports WhatsApp template messages, creating a closed-loop process from notifications to marketing and after-sales service.

Advanced Cost Management: Visualizing All Investments

• - AI Credit Usage Analysis: An insights module now includes AI credit statistics, allowing companies to monitor AI resource consumption and optimize ROI (Return on Investment).

Conclusion

The ultimate goal of service is not just to 'answer questions' but to 'drive business growth'. With comprehensively integrated technology, the new LiveDesk enables customer service teams to reduce operating costs while unlocking greater business value.

About LiveDesk

LiveDesk, offered by EngageLab, a subsidiary of Aurora Mobile, is an omnichannel intelligent customer service platform that aims to maintain high-quality service standards across all customer touchpoints.

• - Unlimited Seats for Human-AI Collaboration: AI agents provide real-time responses based on comprehensive customer data, ensuring seamless cooperation with human agents to guarantee service quality. The unlimited agent seats allow companies to build a new era of services where AI and humans grow together.

• - Unified Interface for Global Connection: Regardless of whether customers reach out via WhatsApp, LINE, Telegram, Messenger, official websites, apps, or emails, teams can manage all replies through LiveDesk's unified interface.

• - Precision Matching for Efficiency and Depth: With dual service models of live chat and smart ticketing, LiveDesk intelligently matches the optimal solution to each type of inquiry, thereby strengthening brand loyalty through every interaction.

About EngageLab

EngageLab is a world-leading AI-driven customer engagement platform. By leveraging integrated user data and combining secure authentication, omnichannel marketing, and intelligent support, it helps businesses achieve growth throughout the lifecycle with ultimate cost efficiency. For more information, please contact: [email protected]

About Aurora Mobile

Founded in 2011, Aurora Mobile Limited is a publicly listed company on NASDAQ that provides a digital infrastructure integrating omnichannel engagement, AI marketing, AI customer support, and identity security for global enterprises. Through its flagship brand 'EngageLab' and its AI platform 'GPTBots.ai', it supports businesses in their digital transformation. For more details, visit: https://www.aurora-mobile.com. For media inquiries, please contact: [email protected].