AI Use Case

Automate customer service voice conversations with conversational agent

Automate customer service voice conversations through a conversational agent chatbot enabling high volume, fast reaction customer support. Unexpected questions will likely 'break' the chatbot system so consumers need to be clear that they are interacting with a machine.

Function

Customer Service

Contact Centre

Benefits

Cost - Job automation,Operational - Customer wait times,Revenue - Customer engagement

Case Studies

KLM~KLM introduces conversational agent to help customers book plane tickets and create packing lists,Google~Google trials Duplex as a natural conversation agent and assistant to automate scheduling activities,Marks & Spencer~Marks & Spencer plans to automate all customer call routing with 90% accuracy using machine learning

Industry

Data Sets

Audio,Structured / Semi-structured

AI Technologies

Machine Learning (ML),Product - Customer Service,Product Type - Speech - Recognition,Product Type - NLP - Topic Modeling,Product Type - NLP - Text Classification,ML Task - Prediction - Generation,ML Task - Prediction - Data Translation/Transformation

Potential Vendors

Google,Dialogflow,Twilio