A sample of numerous use cases improving customer care

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Voice assistant for calling customer authentication

The goal of this voice virtual assistant was to save the first 15-20 seconds of each incoming customer call during which the call centre operator authenticates the calling customer based on the addressee's code and the year of birth, which must fit with the phone number from which the customer is calling. The virtual assistant conducts a fluent conversation with the customer in the Slovak language and covers all frequent exceptions the customer's mistaken inputs and offers a call back if the customer does not have the data, etc. and covers all frequent exceptions, the customer's mistaken inputs and offers a call back

Benefits:

15-20 seconds of all incoming calls saved
Reduced number of calls to operators
Distribution of incoming calls peaks

Client:
Major Slovak fixed and mobile operator

Deployed in full operation
Handle 60000 - 80000 calls per month

Voice assistant covering initial conversation with customer

The goal of this voice virtual assistant was to understand the customers request by asking open question such as “How can I help you” and solve major types of typical customer requests. After customer answers the phone, the assistant continues with more specific conversation. For more complex areas the virtual assistant seamlessly routes the call to another virtual assistant or to an agent with a proper skill set. The virtual assistant conducts a fluent conversation with the customer in the Czech language and covers 50+ various intents for the initial question.

Benefits:

Higher utilization comparing to IVR
Proper routing of the customer request to other virtual assistants that solves it

Client:
Major Czech mobile operator

Deployed in pilot operation
Handle 60000 - 70000 calls per month

Voice assistant for Czech Rescue System

The goal of this voice virtual assistant is to handle event reporting for the Czech Rescue System and the fire brigade. During the call, the assistant collects information about the event such as the object of the fire, the location (the assistant manages to process the complete address, or reference points f.e. significant building, number of highway exit, etc.), the number of wounded, the number of people on site. Our virtual assistant requests the telephone number and name of the notifier. At the end of the call, the assistant makes sure she has the correct informations and passes it on to the fire brigade. The virtual assistant conducts a fluent conversation with the customer in the Czech language.

Benefits:

Distribution of incoming calls peaks

Client:
Czech Rescue System

In Realization

Voice assistant and chatbot for technical helpdesk

The goal of this virtual assistant was to solve all types of internet, TV or fixed phone failures, where it is necessary to analyse network issues, restart the router connection or configuration of internet settings. The virtual assistant replaced routine calls handled by call centre operators on the first line of the helpdesk. The virtual assistant conducts a fluent conversation with the customer in the Slovak language.

Benefits:

1/3 of all incoming calls served by Virtual Assistants without customer call back

Client:
Major Slovak Mobile and fixed line operator

Deployed in full operation
Handle 50000 - 60000 calls per month

Unstructured messages and documents categorization

The goal of the use case is to identify category of incoming messages for distribution to proper department . Each incoming message consists of several documents (unstructured text and PDF files) sent by customers, administrative authorities or the company representatives. These messages/documents used to be manually paired to the related case by a back office team and each assignment took 5 minutes on average.

Our system automatically processes all incoming documents, searches company databases of open cases and generates a list of the most related cases to the back office team. They confirm the selection or find the best matching open case.

Benefits:

Human operators time saving
(80.000 messages yearly with 90% success rate)

Client:
Major Czech Utility Provider

Deployed in full operation
80.000 messages yearly with 90% success rate

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