At ASL, we take customer support pretty seriously. And, if you’ve visited our website recently, you may have noticed something a little different. Yes, our website is now home to our resident virtual customer support agent, Ava.

We’ve had an online chat feature for a while, and our customers love the convenience of being able to send a message to us when an issue is at the top of their priority list. The online chat enabled them to take steps to resolve an issue when they were ready to do so, rather than waiting for office opening hours. So, we decided to take this level of convenience one step further.

We ‘onboarded’ Ava, our Virtual Assistant.

If you’ve already had a play around with apps like Chat GPT, Claude and CoPilot, you’ll know just how good AI can be at the conversational side of things. Ava uses those conversational skills and brings the benefits of being trained to answer basic customer queries. However, we still have the full ASL support network sitting right behind her for any issues that she can’t easily resolve or respond to right away.

The benefits? ASL customers get all the usual support that they rely on, but in the case of basic admin queries, they can receive a response immediately. It’s a win-win.

What can ASL’s virtual assistant help with?

Ava, ASL’s assistant, can help take meter readings, trace orders and resend or direct you to invoices among a host of other things. These are our most commonly requested support issues, so we’ve created buttons with these options to choose from when you use Ava. However, we have also included a free text box just in case these three options don’t cover your issue.

If Ava can’t give you exactly what you want, she’ll tell you where you can find it. If she can’t do that, a member of our team will get in touch as soon as possible and help you find the information and get the help you need.

The benefits of Ava, ASL’s virtual assistant

By using a virtual assistant, we hope to help customers with more straightforward queries faster, as they won’t have to wait until a human agent becomes available. What’s more, by eliminating a decent percentage of our enquiries, we hope that our customer service and support agents will have more free time to respond to those more complex enquiries that do need some human interaction to help you get to the bottom of any issues faster.

Help us help you

Ava is still in training, so after each interaction, she may ask you to rate whether or not you’ve found her helpful. We’ll use this to help her understand whether she’s delivering the information you’re looking for first time. Why not try her out? Just go to our website and Ava will pop up.