SINGAPORE, Dec. 08, 2025 — A global leader in AI – powered omnichannel customer engagement and marketing technology officially unveils its newly developed AI – driven customer service platform, LiveDesk. Based on the fundamental principle of in – depth collaboration between “AI Agents and Human Agents”, this platform is committed to assisting enterprises in effectively tackling multi – channel customer communication challenges. It comprehensively enhances the efficiency of customer service and the overall customer experience, enabling businesses to step into a new era of intelligent operations.
Addressing Enterprise Customer Service Pain Points, Reshaping Service Experience
In the midst of the digital transformation trend, enterprise customer service encounters multiple challenges, such as scattered communication channels, delayed responses, and limited service efficiency. Customer feedback is spread across official websites, apps, social platforms, SMS, and other channels. This fragmentation of information increases the difficulty of service and management costs. Meanwhile, human customer service representatives struggle to provide efficient 24/7 responses. Resource allocation and coordination for complex issues can easily create efficiency bottlenecks, which have an impact on customer satisfaction and business growth.
LiveDesk’s Innovative Capabilities: Creating a New AI + Human Collaboration Paradigm
LiveDesk is driven by AI Agents as its core force. It collaborates seamlessly with Human Agents to automatically handle up to 90% of common customer inquiries, reducing enterprise operating costs by 70%. The platform supports omnichannel integration, covering official websites, apps, mainstream social media, SMS, and other touchpoints, achieving unified management of customer interactions and high – quality service standards.
- Omnichannel Connectivity: LiveDesk supports connections to popular social media platforms (such as Facebook, Telegram, WhatsApp, Line, Instagram), third – party platform APIs, and EngageLab channels (AppPush, Webpush, Email, SMS, OTP), helping enterprises consolidate customer interactions from all channels to achieve full – domain reach and precise service.
- Intelligent Routing, Efficient Distribution: The AI Agent operates around the clock, conducting millisecond – level initial screening based on the complexity of questions. Simple questions are answered intelligently using the enterprise knowledge base and context for customer inquiries, order updates, information queries, and other needs. Complex issues are smoothly transferred to Human Agents, greatly improving response speed and service quality.
- Smart Ticketing, Efficient Collaboration: LiveDesk offers two service modes, “Live Chat” and “Smart Ticketing”. It precisely matches handling solutions according to the types of customer questions, ensuring optimal resource allocation and improvements in both efficiency and depth. The built – in smart ticketing system supports API creation, automatic assignment, integration of historical conversations, and cross – department collaboration, greatly simplifying workflow processes and enhancing the quality and efficiency of team collaboration.
- Comprehensive Data Insights: LiveDesk provides full – chain data tracking and customer behavior analysis, supporting multi – dimensional insights including customer satisfaction, ticket processing, and team performance, helping enterprises continuously optimize service strategies.
- Personalized Interactive Experience: The AI Agent supports tone customization and multimedia interaction, providing customers with a more natural and personalized service experience, enhancing brand loyalty and customer satisfaction.
Multi – Industry Application, Powering Intelligent Business Growth
LiveDesk is widely applicable in e – commerce retail, software services, gaming and entertainment, lifestyle services, and other industries, supporting various scenarios such as pre – sale guidance, after – sale support, complaint handling, and member marketing. Through AI – driven automation and omnichannel coverage, enterprises can achieve seamless integration of customer service and automated marketing, creating an intelligent engine for sustainable growth.
Experience Upgrade, Value Transformation
The launch of LiveDesk will help enterprises achieve the following:
- Multiplied customer response speed, increasing customer satisfaction to over 90% and significantly enhancing customer retention;
- Reduced customer service team workload, effectively saving 70% of operating costs and achieving an optimal balance between efficiency and cost;
- Customer data asset accumulation and multi – dimensional insights, driving precision marketing and continuous service optimization;
- Personalized, intelligent customer experiences, helping enterprises build core brand competitiveness in the digital competition.
About EngageLab
EngageLab is a world – leading provider of AI – powered omnichannel customer engagement solutions. It combines technology and versatility to deliver seamless customer interactions across AppPush, WebPush, Email, OTP, SMS, WhatsApp, and more, establishing efficient global customer connections for businesses.
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