Name: SmartLeap® HelpTree
Author: Sutherland

Exceptional customer experience requires empowered teams backed by the right technology. While high costs and steep learning curves often stall digital upgrades, Sutherland’s SmartLeap® HelpTree removes these barriers. This award-winning platform offers a low total cost of ownership, ensuring businesses modernize efficiently.

HelpTree simplifies adoption with a zero-code interface and seamless CRM integration. By streamlining knowledge retrieval, it helps teams balance speed and service quality. As an intuitive, hassle-free solution, it empowers frontline associates and drives measurable results.

Features and Benefits

Real-Time Support

SmartLeap® HelpTree uses a robust decision-tree architecture to deliver step-by-step intelligence, ensuring associates resolve queries accurately and reliably.

Improved Metrics

By providing interactive, easily consumable content during live calls, the platform closes the performance gap between new and tenured staff while boosting FTR, AHT, and CSAT scores.

Intelligent AI Assistant

The AI Assistant leverages smart search algorithms to provide instant guidance and draft tailored emails, delivering accurate, real-time responses sourced directly from your knowledge base.

Cognitive Search

Using machine learning and context-sensitive technology, HelpTree connects multiple data sources to immediately surface the most relevant articles and decision trees for associates.

Seamless Adoption, Migration, and Integration

HelpTree adds a cognitive wrapper to your existing assets via powerful APIs, allowing for zero-programming integration and content migration from CRMs or public domains without duplication.

Multi-Functional

The platform offers comprehensive versatility through multi-lingual support, diverse article types, and integrated translation modules to capture feedback across various channels.

Support and Feedback

A built-in feedback mechanism ensures content remains current by enabling teams to collaborate with technicians on continuous knowledge base enhancements.

16%Reduction in Reverse Logistics Costs

16%

Reduction in Reverse Logistics Costs for a Leading E-commerce Marketplace

20%Efficiency Boost Achieved

20%

Efficiency Boost Achieved for a Top Insurer

14%Uplift in Customer Delight

14%

Uplift in Customer Delight for a Leading Streaming Platform

Industry-Leading Innovation

Sutherland’s 363 patents power 5M weekly transactions, streamlining processes and driving global innovation.

Enhanced Efficiency

Boost productivity by 19% and cut handling time by 16% through instant access to critical information.

Better Customer Experience

Equip agents with deep knowledge to drive informed interactions that enhance loyalty and satisfaction.

Consistent Service Delivery

Standardize team responses and processes to ensure total adherence to quality guidelines and standards.

Deliver Exceptional Customer Experiences with AI Augmented Knowledge Intelligence