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The AI that automates the entire customer support department at A1 Telekom Austria
A1 Telecom Austria Group is a leading provider of communication and digital solutions in Central and Eastern Europe, operating in 7 European countries and providing services to around 24 Million Customers.
We signed a deal with Telekom Austria Group with an end goal to fully transform and automate their customer support department. To test out the capabilities of the CodeWell AI technology, they decided to start the collaboration with a tough challenge.
Create an AI assistant that solves a popular problem and teach it to speak a very difficult language.
As an answer to the challenge, we created Slavcho. A digital representative that is helping the users find the perfect smartphone for their needs through simple yet engaging conversation.
As a friendly smartphone expert, Slavcho transforms for what is today a tiresome process of pursuing the recommendation from the “smartphone guy” in your friend’s circle, into a pleasant and simple experience for the users.
Training an artificial intelligence to speak a new language usually requires lots of data. That is why the lack of data sets for a complicated language such as the Macedonian, makes this an insanely difficult tech challenge.
However, CodeWell AI technology is specially designed to enable training of the NLU to precisely understand new languages in various letterings in a short period of time. This allowed us to train Slavcho to understand free text input in the Macedonian language making it the first AI that understands and speaks the Macedonian language on a human level.
The high level of understanding made Slavcho very popular between the A1 users in North Macedonia. Here are the metrics on the 10th day after the launch:
* The numbers were achieved without any marketing activities. The total population of North Macedonia is less than 2 Million people.
After the success of the first phase, we had a new mission: Train Slavcho to do everything his human colleagues from the Customer Support department do... and even more!
When it comes to customer support, if customers have a question or problem they need solved, the biggest factor at play is speed. They want answers now and the problem fixed ASAP.
Slavcho provides personalized customer support to each customer of A1. Regardless whether the user is facing problems with the internet connectivity, the prepaid/postpaid cellular service or TV - Slavcho is ready to help at once. He will answer the questions, troubleshoot the problem and guide the customer step by step towards the solution. As Slavcho integrates directly with the backend systems of A1, he can even perform complicated actions in the background in order to solve the problem for the users.
Slavcho can help the users activate new and deactivate existing packages and services offered by A1. All the user has to do is ask!
Through a conversation, Slavcho can inform the users on the details of certain packages, check the status of the user’s account, check the availability and eligibility of packages, directly activate/deactivate any postpaid or prepaid package, make a registration of a new prepaid number, provide information about account renewals, etc.
Billing issues represent a top driver of inquiries in every customer service department and resolving them represents a massive challenge. To overcome this challenge for the A1’s CS department, we trained Slavcho to become an expert on billing issues.
From providing information on the account balance and open invoices, promise payments mediations, up to advanced actions like payment of invoices and prepaid credit top up, directly from the conversation.
In cases where the problem is really complex and needs human assistance, Slavcho gathers the necessary information he got from the user about the difficulty and creates a ticket for the customer support agent thus saving precious time for both the user and the agent.
Available 24/7
Serving unlimited number of people at the same time
Accessible on users’ favorite channel (Facebook, Viber, Web)
Customer centric (no more unnecessary transfers)
Personalized experience across channels
"Many users believe that Slavcho is a real human agent. They trust him and often are asking to speak directly with him when they are calling the Contact Center"
CodeWell AI is an advanced technology platform for the creation of smart digital representatives like Slavcho.
Our proprietary AI technology introduces context-aware recognition that provides accuracy and experience on a whole new level, thus making the conversation with a virtual AI representative feels like talking to a normal human being.
The digital representatives built with CodeWell AI can speak and understand any language with a very high precision of over 95% and be trained to become experts in any given field or industry.