Singapore – EngageLab has debuted LiveDesk, an AI-enabled customer service platform designed to strengthen how enterprises manage interactions across multiple digital channels.
The platform combines automated systems with human support teams, following the philosophy of ‘AI Agent x Human Agent’ collaboration to streamline customer communication, ease operational pressure, and improve the overall service experience.
The company developed LiveDesk to address long-standing challenges faced by customer service operations, including fragmented communication channels, inconsistent response times, and rising management complexity.
Customer queries frequently arrive through websites, applications, social networks, SMS and other touchpoints, creating scattered feedback that is difficult to manage efficiently. Additionally, reliance on human agents alone often limits the ability to maintain round-the-clock responsiveness or allocate resources effectively for both routine and more complex inquiries.
LiveDesk uses a collaborative model between AI and human staff, with automated agents able to handle up to 90% of routine enquiries and support, delivering around 70% reductions in service-related costs. The platform brings together interactions from websites, mobile applications, popular social platforms and messaging channels into a unified environment to ensure consistent service quality.
The system also supports connectivity with platforms such as Facebook, Telegram, WhatsApp, Line and Instagram, as well as integration with third-party APIs and EngageLab’s own channels. Its automated routing function evaluates each message and determines whether it can be resolved using existing knowledge resources or requires escalation to a service representative, enabling faster responses and improved service standards.
Real-time chat and a smart ticketing framework is also included on the platform that match issues to the most suitable handling process. The ticketing system supports automated creation, assignment, cross-team collaboration and access to previous interactions, allowing service teams to manage enquiries more effectively and simplify workflows.
Enterprises can also receive comprehensive analytics on customer behaviour, enquiry handling and team performance, supporting continuous refinement of service strategies. Moreover, personalised communication options and multimedia interaction features enable organisations to tailor their tone and deliver more human-centric customer journeys.
The introduction of LiveDesk aims to support global enterprises in improving response speed, increasing customer satisfaction, and enhancing operational efficiency for service teams across key markets.
