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Monday 10 December 2018
International
Your technological partner

Virtual agent

Artificial intelligence applied to Customer Service

 

The integration of ServiceONE with IBM Watson, a virtual assistant that uses artificial intelligence to answer questions asked by users and offer solutions according to their needs, has great benefits in terms of work center management and customer service:

  • Reduce support costs: Progressive minimization of dependence on higher-cost service channels, since Watson is responsible for the management of interactions with the customer.
  • Rapid Resolution of Incidents: Increase in the First Contact Resolution index, responding to the most common problems of customers in their first interaction.
  • 24/7 Service: Service channel available 24 hours a day, every day of the year, without interruptions.
  • Higher customer satisfaction: Personalization of interactions with customers and agility to launch the actions they need.
  • Reduction of response time: Using cognitive intelligence for customer service means a drastic reduction in the average response time.
  • Metrics for advanced analytics: Thanks to the analytics on the interactions of the clients with the Virtual Assistant, a continuous improvement of the service is offered.

Main features:

  • Conversation: Adds a natural language interface to the ServiceONE Service Portal to automate interactions with end users. Many times, call center customer service or attention chat services, mostly answer FAQ questions. That means that the end customer constantly asks 'operational' issues and always receives the same answer. In this scenario, ServiceONE uses IBM Watson to create its own virtual assistant to answer the FAQs.

Added features:

  • Text to speech: The service takes advantage of the intelligence of the machine to combine information about the grammar and structure of the language with the knowledge of the composition of the audio signal. The service continuously returns and retroactively updates the transcript as more voice is heard.
  • Speech to text: It converts written text into natural spoken language in a wide variety of languages and types of voices. The service takes advantage of the intelligence of the machine to combine information about the grammar and structure of the language with the knowledge of the composition of the audio signal.

Thanks to its automatic learning ability, Watson has a great knowledge about all types of industries and sectors, from ecommerce, through education, marketing, financial services or health, among others.