Telefónica hired Amelia for Customer Care to improve voice-based customer experiences.
Telefónica
Challenge
Telefónica wanted to replace its outdated automated voice systems in its contact centers in order to improve resolution times and customer satisfaction.
Solution
Telefónica hired Amelia to give customers a more natural interface for communicating with the business.
Results
Amelia handles 4.5 million calls per month. She accurately recognizes customer intent on more than 90% of calls, and customer satisfaction has increased.
When customers need assistance, they don’t want to want to wait on hold or navigate complex call menus. They expect help instantly.
With the Amelia Integrated Platform, customers can speak directly to Amelia for assistance with Conversational AI, and call center agents benefit from automated and integrated IT systems with AIOps, ensuring they are always available to address customers’ more challenging questions.
When Amelia puts her skills to work on the front lines of customer service operations with Conversational AI, and in back-end operations with AIOps, she can take on high-volume repeatable tasks, allowing contact center agents to deliver more personalized services.
Contact centers and digital customer services are experiencing massive spikes in volumes, and they're struggling to keep up.
When businesses deploy Amelia Conversational AI, more than two-thirds realize measurable benefits, including reduced wait times and a 20% increase in first-call resolution.
Amelia is trained to understand commonly asked questions in call centers, such as return policies, opening hours, delivery status, shipping issues and other frequently asked questions. She is pre-trained to answer various questions, but she’s also able to learn new tasks, so her skills and knowledge grow over time.
Anything customers need to know that can be found on an FAQ page, or within an account profile, can be repeated or explained by Amelia during a service call. By automating these common customer interactions, businesses free human labor to respond to unique and valuable requests. They also dramatically improve UX and UI design.
Instead of handling hundreds of FAQ interactions each day, human agents can address unique problems pertaining to high-value interactions. No more answering questions about shipping rates, or business hours — human agents can sell products and help customers upgrade to better services.
Amelia is trained to follow procedures with precision. She will never deviate from the exact processes established for her. She delivers personalized greetings to customers, learns and employs existing enterprise customer service workflows, and integrates with customer backend systems, such as Genesys and Salesforce. She processes data and makes decisions based on the strict parameters for which she’s been trained. By hiring Amelia for Customer Care, businesses guarantee that customer information and interactions are stored in a system that makes this data easy to recall for future tasks.
She is pre-trained to triage incoming customer requests and act as an inbound information-gathering input point. She will learn specifics for different customer scenarios through dialogue and observation, and appropriately route calls to agents when required for rapid resolutions. These scenarios include common interactions, such as returns and exchanges, product and service requests, service activation, and more.
Amelia helps relieve the burden placed on burned out call center representatives. She’s able to take on the simple and repetitive tasks that human workers deal with most of the day while also freeing human customer service representatives to do fewer, but more complex tasks.
Call center employees have limited bandwidth, especially during high-volume periods. The bigger the backlog of calls, the more likely a customer will be placed on hold. When this happens too often (and for too long), it can directly translate into customer frustration and a poor UX.
Amelia handles sensitive customer inquiries such as bill payments, charge disputes, service cancellations, order statuses, and more. She uses historical data to see how past issues were resolved, and to see if there are any clues hidden in previous interactions to help determine what can be done so that the issue never happens again.
According to CFI Group, 72% of customers expect customer service representatives to know their contact information and service history without being asked. In a separate study, 86% of consumers say it’s absolutely critical or very important for customer service agents to know their service history so they don’t have to spend time explaining it to them, according to Salesforce.
Amelia Conversational AI understands sentiment and uses her knowledge to deliver appropriate responses, ensuring a positive UX, even during sensitive interactions. With automated processes via AIOps, Amelia is also trained to immediately recognize and escalate calls that she’s not trained to handle.
If a caller needs help with something she’s not authorized by law, or programmed to resolve, Amelia will ask a human colleague for help. As the human colleague resolves the issue, Amelia listens in the background and tries to find ways that she might be able to resolve the issue on her own for similar future calls. If she’s not legally allowed to handle these calls she waits for the human agent to ask her specific questions that may make it easier for him or her to manually resolve the issue.
46% of U.S. adults use digital voice assistants to interact with smartphones and other devices, according to Pew Research Center.
90%
Amelia has 90% intent recognition on customer service inquiries for a major telecom provider.
73%
73% of global consumers say they are open to businesses using AI if it makes life easier.
38%
38% of people say AI improves customer service.
The Intelligent Contact Center
Companies have spent decades implementing Interactive Voice Response (IVR) systems in their call and customer care centers, but they've proven unable to keep up with customers' expectations.
In this white paper, we examine the benefits of an enterprise adopting a strategy for what we call the Intelligent Contact Center, where companies utilize Conversational AI-powered virtual agents to provide first-line of resolution and support for customers, and to augment human employees through AIOps in the back-end for more effective resolution from call center agents.
Who is Amelia? She is a Digital Employee who works with humans to locate information and perform complex tasks with Conversational AI and AIOps. She uses state-of-the-art Natural Language Processing to work in collaboration with humans. However, there's more to Amelia than innovative technology; she speaks, interacts and understands the way humans do. She’s not confused by catchphrases, regional accents or speech patterns. All of this adds up to more human Customer Care — with experiences that customers will vastly prefer over 800-numbers, generic service emails, and simple chatbots that can't provide anywhere near the same level of service.
Interested in meeting Amelia? We would be glad to arrange an introduction.
Watch the first session of What's Next, our new hybrid seminar series, exploring the latest developments in Conversational AI, Intelligent Automation, and process orchestration.
Amelia is ready to collaborate with your team for Customer Care. You can deploy her within your existing IT and business operations, or hire her yourself.
Engage with an AI Expert
We offer on-premise and cloud-based deployments with secure back-end integrations, customized as needed. Let us know exactly what you need, and we can work together to bring Conversational AI to your company.
Amelia delivers the best elements of human interaction, driving deeper connections and greater business value. Interview her to see the kinds of roles and tasks that she can take on for your company.