NOVARK Intelligent customer service
Turn every service call into a case you can track.
NOVARK intelligent customer service links calls, transcripts, work orders and engineer reports under one case ID across phone, LINE and web, with answers grounded in contracts and manuals.
What is NOVARK Intelligent customer service?
NOVARK Intelligent customer service is one of the themed applications on the NOVARK enterprise AI agent platform. Contract context, voice, dispatch progress and engineering experience are joined into one traceable flow. A single case number links the call, transcript, work-order events and the engineer's report.
Who it is for
- Service teams taking repair requests by phone, LINE and web who need every contact to become a trackable case
- Contact centres that must confirm contract scope, then match the model and technical manual before answering
- Field-service units that want engineers' troubleshooting experience to become knowledge the agent can cite
Key capabilities
Live voice workspace
Handles phone, LINE and web channels, transcribing speech and separating caller, AI and agent.
Service context retrieval
Confirms scope from the contract, then matches the model and technical manual so answers are grounded.
Case and dispatch tracking
Tracks status from intake and dispatch through repair and parts waiting to completion, with handover support.
Mobile reporting
Engineers report tasks, customer contact and repair records from a mobile device.
Knowledge retention
Once reviewed, fault causes and fixes become knowledge the agent can cite.
Integration and permissions
Adapters connect PBX, LINE, CRM and ERP, with on-premise GPU preferred.
Workflow
- Contract no.
- Match model
- Technical manual
- Agent suggestion
- Case and dispatch
Rollout targets
- ≤ 2 s
- P95 latency, partial transcript
- ≤ 5 s
- P95 latency, final transcript
- ≤ 500 ms
- Event-to-browser latency
Figures are rollout targets or acceptance direction. Actual results depend on data quality, process, scope and PoC validation.
Shared AI governance
Intelligent customer service shares one AI governance standard with every other theme: access control, tool approval, grounded answers, end-to-end traceability, data control and usage limits.
FAQ
Can it connect to our existing phone and service systems?
Yes. Adapters connect PBX, LINE, CRM and ERP, and on-premises GPU deployment is preferred.
How fast is speech recognition?
Rollout targets are P95 latency of 2 s or less for partial transcripts, 5 s or less for final transcripts, and 500 ms or less from event to browser. Actual performance is confirmed in the PoC.
How does engineers' repair experience become knowledge?
Once reviewed by people, fault causes and fixes become knowledge the agent can cite in future cases.
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