We are pleased to announce the newest member of our team: the PLSclear helpdesk bot, Clare!
Clare is an AI-powered conversation bot that allows PLSclear users to get immediate answers to their queries.
The software is powered by Zendesk AI, built on real customer interactions, personalised by the PLSclear team, based on our experience of handling permission queries.
Why are we introducing Clare?
The conversation bot has been introduced to provide 24/7 support to our global requestor base, allowing them to quickly resolve queries, and allow for a better customer experience.
Does this mean PLSclear users will no longer be able to speak to a customer advisor?
No! Our friendly customer service team is still available to speak to.
We built Clare to help PLSclear users find answers to easy-to-solve problems, but we know that some issues are more complex, so users can still be transferred to a helpdesk agent, if needed.
How does that impact me as a publisher?
Sometimes requestors will reach out to you, the publisher, with questions about the service.
With time, we expect requestors to use Clare as a first point of call for these queries, reducing the number of questions you get and the time you spend responding to these.
If you do receive question about PLSclear, please do direct users to either the conversation bot or our Knowledge Hub, in the first instance. For more complex queries, please do encourage users to email our helpdesk at plsclear@pls.org.uk.
Feedback
We value any opportunity to hear from you about how you rate and use PLSclear, and the areas you feel we should be developing in the future.
If you would like to provide feedback on the service, please reach out to the team at permissions@pls.org.uk.