Monday, December 22, 2025
EngageLab, a global leader in AI-powered omnichannel engagement and marketing technology, has officially introduced LiveDesk, its latest AI-driven customer service platform. Designed around the concept of deep collaboration between AI Agents and Human Agents, LiveDesk aims to help businesses overcome multi-channel communication challenges. The platform improves service efficiency, elevates customer experience, and supports enterprises as they shift toward more intelligent and automated operations.
As digital transformation accelerates worldwide, many enterprises struggle with fragmented customer service systems. Communication is scattered across websites, mobile apps, social media, SMS, and other digital touchpoints—making it difficult to manage feedback and respond efficiently. Traditional human-only customer service teams often cannot provide 24/7 support, and handling complex inquiries requires coordination that slows down overall operations. These limitations eventually affect customer satisfaction and business growth.
To address these issues, LiveDesk introduces a new AI + human collaboration model. AI Agents act as the first line of interaction, handling up to 90% of routine customer inquiries while reducing operational costs by nearly 70%. Human Agents then focus on complex issues that require critical thinking or personalized solutions. This balanced approach ensures faster response times, consistent service quality, and a seamless customer experience.
One of LiveDesk’s key strengths is its omnichannel integration. The platform connects with major social media channels such as Facebook, WhatsApp, Instagram, Telegram, and Line, along with third-party APIs and EngageLab’s own communication tools including AppPush, WebPush, Email, SMS, and OTP. This unified system consolidates customer interactions across all platforms, allowing enterprises to deliver accurate and timely support.
LiveDesk also features intelligent routing. The AI Agent works continuously, analyzing inquiries within milliseconds and determining whether they can be answered instantly or require escalation to a human representative. Using enterprise knowledge bases, context analysis, and historical data, it handles tasks ranging from order updates to general customer questions with high efficiency.
Additionally, the platform includes a smart ticketing system that supports both live chat and automated ticket management. It streamlines workflows through features such as API-based ticket creation, automatic routing, historical conversation tracking, and cross-team collaboration. This allows enterprises to manage resources more effectively and resolve issues more quickly.
LiveDesk further enhances decision-making through comprehensive data insights, offering performance analytics, customer behavior tracking, and satisfaction metrics. Businesses can refine service strategies continuously using these real-time insights. Its AI-driven personalization capabilities also allow companies to customize tone, multimedia responses, and interaction styles—strengthening customer relationships and boosting brand loyalty.
The platform is suited for industries such as e-commerce, SaaS, gaming, digital services, and lifestyle brands, supporting scenarios including pre-sale guidance, after-sales support, complaints, and membership engagement. With omnichannel integration and automated workflows, LiveDesk helps enterprises accelerate growth by blending intelligent customer service with automated marketing.
With the introduction of LiveDesk, companies can achieve faster response rates, raise satisfaction levels above 90%, cut operational costs by 70%, and gain deeper customer insights. Ultimately, LiveDesk empowers enterprises to deliver smarter, more personalized experiences and strengthen their competitive edge in an increasingly digital landscape.
To join our expert panel discussions, reach out to info@intentamplify.com
Recommended News
Torrent Consulting’s Salesforce strengths enhance ZS’s healthcare expertise and AI innovation, driving greater value for patients, providers, and life sciences groups
IBM’s $11B acquisition of Confluent will create an end-to-end data platform for AI and business applications, boosting EBITDA in year one and cash flow in year two.
