Directly OnDemand is a customer support platform that combines AI automation with a global network of freelance experts to deliver fast, empathetic, and scalable service. It enables enterprises to reduce contact center volume, improve customer satisfaction, and manage seasonal demand through dynamic workforce scaling and performance-based support delivery.
Vendor
Directly, a Movate company
Company Website
Directly OnDemand Platform
The Directly OnDemand Platform is a customer service solution that combines AI automation with a global network of freelance experts to deliver fast, empathetic, and scalable support. Designed for enterprise brands, it enables dynamic workforce scaling, reduces contact center volume, and improves customer satisfaction through intelligent routing, expert-powered automation, and performance-based engagement.
Features
- AI-Powered Routing: Matches customer inquiries to the most qualified experts based on expertise, speed, and customer needs.
- Expert Network: Thousands of vetted freelance experts available 24/7 to deliver accurate and empathetic support.
- Automated Answers: AI and machine learning serve expert-written responses to repetitive questions.
- Reputation Engine: Evaluates expert contributions to ensure high-quality, peer-reviewed responses.
- Real-Time Optimization: Continuously monitors and adapts to evolving customer issues.
- Seamless Escalation: Integrates with contact center systems for smooth handoffs when needed.
- Mobile & Desktop Access: Experts respond via notifications across devices for timely support.
Capabilities
- Effortless Scaling: Instantly expand support capacity up to 8X during peak periods.
- Intent Detection: Identifies customer intent to route and automate inquiries effectively.
- Expert-Powered Knowledge Creation: Experts author and refine content to solve common issues.
- Smart Routing: Predictive algorithms ensure inquiries reach the best-suited expert.
- Automation Expansion: System learns and automates more over time, increasing efficiency.
- Contextual Escalation: Transfers unresolved issues to agents with full conversation history.
Benefits
- Reduced Contact Volume: Cuts contact center load by up to 40%.
- Higher CSAT: Boosts customer satisfaction scores by up to 20%.
- Cost Efficiency: Saves millions annually through optimized support delivery.
- Flexible Workforce: Adapts to seasonal demand without hiring delays.
- Faster Resolutions: Combines AI and human expertise for quick, accurate answers.
- Performance-Based Model: Experts are paid only when issues are successfully resolved.