Front Office Assistant
Your ready-to-use AI Employee for a stronger customer experience, across chat, voice, and email
Front Office Assistant handles complex front-office service: understanding intent, executing multi-step actions, connecting to CRM and knowledge sources, and escalating when humans are genuinely needed.
Automated ticket creation and optimisation, coordination across specialised agents, and integration with SOPs and historic tickets help teams resolve more autonomously, while sentiment-aware conversation keeps interactions natural.
Pay-per-use delivery with NDI pairs platform depth with an operator model so you improve CSAT, reduce handle time, and scale multilingual, multichannel coverage without linear hiring.
Outcomes Customer Operations Leaders Track
Benchmarks are directional, your programme defines containment, accuracy, and satisfaction targets with your data.
Autonomous resolution
Factsheet benchmarks cite resolving more than 80% of issues autonomously in suitable workflows, scoped by use case and risk.
Lower average handle time
Fewer manual hops when the assistant orchestrates lookups, tickets, and backend actions.
24/7 multichannel cover
Multilingual, always-on support so regions and shifts stay covered without duplicate rosters.
Power up support, 24/7, smarter, and faster, with automation that still respects brand and escalation policy.
Business Benefits
Better accuracy at sustainable cost, when orchestration and knowledge are first-class, not bolted on.
- Higher customer satisfaction from faster, consistent resolutions.
- Operational efficiency, contain simple work, route edge cases cleanly, and measure what improves.
- Enterprise delivery model. NDI runs monitoring, incident handling, and continuous improvement alongside your service owners.
Key Capabilities
Designed for real service operations, not a single FAQ bot.
Intelligent inquiry handling
Understands intent, runs multi-step actions, and connects to backends for personalised support.
Conversational and adaptive
Natural responses with real-time sentiment awareness so tone matches the moment.
Automated ticket management
Creates, categorises, and improves tickets using historical patterns and reasoning, not just templates.
Third-party and internal requests
Places requests with logistics providers and escalates complex issues to human agents with full context.
Multi-agent collaboration
Coordinates specialised agents across functions for faster, more accurate resolutions.
Knowledge integration
Leverages SOPs, prior tickets, and internal documents so answers stay grounded and current.
How It Works
From first contact to closed loop, with analytics your operations team can trust.
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1
Customer reaches you
Email, chat, or voice: the assistant meets them on the channel you support.
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2
Interpret intent and gather context
Pulls from CRM, knowledge bases, and service history to avoid repetitive interrogation.
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3
Execute multi-step actions
Resolve, update systems, or escalate with the right package for a human specialist.
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4
Close the loop on tickets and requests
Creates internal requests, logs work, and keeps audit trails coherent across tools.
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5
Measure and improve
Analytics on performance, accuracy, and satisfaction feed tuning, not quarterly guesswork.
Commercial model
Consumption aligns to handled volume and outcomes. NDI operates the AI Employee with clear ownership for integrations, guardrails, quality review, and model supervision.
Proven Impact
Customer example from vendor materials, scope, training period, and definitions of “resolved” vary by programme.
>82%
Cases resolved (cited)
Weeks
Time to value
At TrueLayer, a financial technology company, just within a few weeks of training, over 82% of cases were resolved by Ema.
TrueLayer
Financial technology company (customer cited)
Outcome as described in Front Office Assistant factsheet referencing Ema. NDI deploys and manages Front Office Assistant implementations for enterprise support organisations.
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