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COALA - Cloud-based AI-driven and Language-agnostic Customer Support Assistant

Project description

Efficient Customer Service with a Human Touch

In a world where customers expect 24/7 care, the quality and availability of customer support services can make or break any business, especially in the service industry. Providing excellent service is no easy task and Customer Service organizations are tremendously inefficient. Support agents spend up to 20% of their time searching for information to assist customers or writing the same thing over and over. The EU-funded COALA project is developing an AI-based customer support assistant for agents to help them eliminate manual tasks. This technology is able to understand conversations and automate repetitive tasks, being not only an assistant for the agents but also a way for customers to easily find information. The solution increases agent productivity up to 20% and reduces agent turnover by 22%.

Call for proposal

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Calcada Do Lavra, 22, 2
1150-208 Lisboa
Activity type
Private for-profit entities (excluding Higher or Secondary Education Establishments)
EU contribution
€ 1 518 927,38