Over the past two weeks, Ava, our AI call agent, has handled 321 inbound helpdesk calls, and we wanted to share what that means for you.

With Ava taking care of incoming queries, our helpdesk team has been able to do something they rarely had enough time for: slow down. Every call Ava handles is one that previously would have pulled a team member away from whatever they were focused on, whether that was working through a complex ticket, following up with a customer, or reviewing an ongoing issue in detail. With each call taking around five minutes to log from start to finish, that's over 26 hours of uninterrupted time given back to the team in just a fortnight.

That kind of focus matters. It means our team can stay deep in the detail when it counts, give open tickets the attention they deserve, and have more meaningful conversations when they do pick up the phone to call you back, rather than rushing between tasks.

Ava handles the volume. Our team gives you the attention. Together, we think that's a better experience all round.

One last thing, we need your help settling an important internal debate. Ava launched with an Australian accent, which we thought sounded warm and natural (and frankly, quite charming). She's since switched to a British accent, which we're told sounds very professional and trustworthy. We have opinions. Our team has opinions. Now we want yours. Which Ava do you prefer, the sun-soaked Aussie or the buttoned-up Brit? Reply to the newsletter and let us know. This is serious business.

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While Ava manages our incoming calls, Johnny 5 is the intelligence behind our digital support desk. Unlike a standard automated system, Johnny 5 is a fully operational AI agent dedicated to analysing and resolving your support requests the moment they reach our Helpdesk.

High-Speed, 24/7 Support

Johnny 5 is designed to work at lightning speed, ensuring that no ticket sits idle. The moment a request is raised, whether captured by Ava or sent via email, Johnny 5 immediately gets to work.

• Instant Troubleshooting: Johnny 5 scans our extensive technical knowledge base to identify the core of your issue. If a solution is available, he can provide the answer immediately.
• True 24/7 Availability: Because Johnny 5 is always active, he provides the potential for instant answers 24 hours a day. This means you could receive a resolution to your enquiry in the middle of the night, long before our office opens for the day.
• Constant Evolution: Johnny 5 is a permanent member of our team. We are continually enhancing his capabilities by feeding him new knowledge and ensuring he runs on the latest, most advanced AI models available.

Empowering Our Human Team

The true value of Johnny 5 lies in the freedom he provides our human specialists. By automating the "heavy lifting" of routine technical queries and data analysis:

• Personalised Service: Our human agents are freed from repetitive tasks, allowing them to spend more high-quality, dedicated time speaking with customers and solving bespoke problems.
• Faster Complex Resolutions: With Johnny 5 handling standard "how-to" questions, the queue for complex issues moves significantly faster.
• Data-Driven Accuracy: Johnny 5 ensures that every response is backed by the most up-to-date documentation and historical data within our system.

Human-Verified Excellence

Although Johnny 5 is a fully live service, we continue to oversee his output. Our human experts regularly review his interactions to ensure he is delivering the high standard of service you expect from Navigator. This combination of cutting-edge AI and human expertise ensures your business remains supported around the clock. Click the button below to give him a try!