Product Introduction
- Overview: IMSupporting is a UK-hosted hybrid AI live chat platform combining Retrieval-Augmented Generation (RAG) technology with human agent collaboration for regulated industries.
- Value: Reduces contact center demand by 40-70% through AI-powered deflection of repetitive inquiries while maintaining GDPR-compliant, human-supervised interactions.
Main Features
- RAG AI Knowledge Base: Context-aware responses sourced from your internal documentation with source citation capabilities to prevent hallucinations.
- Hybrid AI Handoff: Seamless transition between AI and human agents with full conversation context preservation for complex cases.
- Automated Workflows: Pre-built templates for account creation, password resets, and booking management that integrate with backend systems via API.
Problems Solved
- Challenge: Overwhelming volume of repetitive inquiries causing slow response times and agent burnout in compliance-sensitive industries.
- Audience: UK-based enterprises in healthcare, legal, public sector, and hospitality requiring GDPR-compliant solutions.
- Scenario: A city council deflects 65% of routine resident inquiries about bin schedules/payments via AI, freeing agents for complex welfare cases.
Unique Advantages
- Vs Competitors: Exclusive UK data residency ensures compliance with NHS DPS, PCI DSS, and GDPR unlike US-hosted alternatives.
- Innovation: Patent-pending RAG architecture combines real-time API data with knowledge bases for transactional capabilities during chats.
Frequently Asked Questions (FAQ)
- How does IMSupporting handle data security? All data processed and stored exclusively in UK-based AWS data centers with end-to-end encryption and ISO 27001 certification.
- Can it integrate with our existing CRM? Yes, via RESTful API and pre-built connectors for Zendesk, Salesforce, and Microsoft Dynamics.
- What's the AI accuracy rate? Our RAG system achieves 92% accuracy on first-response resolution, with human escalation paths for unresolved queries.