Smart Assist – our new call centre service offering
Published on 29 October 2025
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By Natasha Wright, General Manager – Corporate Services
Peak 247 is pleased to launch its new Smart Assist service offering, an AI-voice automation platform designed to handle inbound customer calls with a natural, human-like voice. It replaces or augments the traditional Interactive Voice Response (IVR) and first-line agent function, providing immediate, conversational service to customers while reducing dependency on human agents.
Would you like to pilot our AI technology?
If the call is complex or if the customer requests to talk to a live agent, the call will be transferred to one of our highly experienced Customer Service Officers.
- Inbound call handling – Smart Assist answers incoming calls directly, engaging customers in natural conversation rather than menu-driven IVR prompts.
- Human-like AI voice – Uses advanced speech recognition and natural language generation to deliver a lifelike, empathetic caller experience.
- Multilingual - Smart Assist recognises the language the customer speaks and automatically switches from English to their native tongue, great for multicultural councils.
- Knowledge integration and process-driven automation – Connects to Peak’s knowledge base ensuring accurate responses and fast resolution. Operates according to defined business rules, workflows, and scripts, reducing human error.
- Escalation pathways – Complex or sensitive calls can be seamlessly transferred to a live agent, with the full context of the interaction provided.
- Optimises efficiency and KPIs - Allows calls to be answered and resolved immediately (depending on the nature of the call), particularly during peak times and times of emergencies/natural disasters (e.g. flooding, storms, heatwaves or power cuts).
- Guardrails - Rest assured, Smart Assist has strict guardrails in places to keep conversations professional, on topic and within the knowledge base.
- Cost effective – 50% less than the cost of a human-to-human interaction.
Deploying Smart Assist AI (or a similar product) represents the next step in contact centre evolution, shifting from traditional IVR, static self-service or agent response, toward AI-driven automation. It helps to manage labour costs, handle higher call volumes, and deliver a modernised experience.
Would you like to pilot our AI technology?
Smart Assist AI, powered by Live Pro, will complement efficiencies in Peak’s existing offering of Live Chat, and recently developed On Demand (emergency or temporary) services.
We are currently seeking customers to pilot this technology with us.
Please contact Ben Klitcher if you are interested.
We're here to answer your communities calls during the upcoming shutdown period
We’d also like to take this opportunity to remind you that Peak 247 are here to take your community’s calls throughout the upcoming holiday season. Our commitment to reliability and responsiveness remains strong, even when others are offline.
The holiday season is fast approaching, so please contact us as soon as possible to arrange this On Demand service.
If you would like more information on how Peak 247 can assist you, please contact Ben Ben Klitscher, Manager – Bids & Peak 247 bklitscher@wearepeak.com.au or 0404 391 587