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%.

Programme(s)

• H2020-EU.3. - PRIORITY 'Societal challenges
• H2020-EU.2.3. - INDUSTRIAL LEADERSHIP - Innovation In SMEs
• H2020-EU.2.1. - INDUSTRIAL LEADERSHIP - Leadership in enabling and industrial technologies

Topic(s)

• EIC-SMEInst-2018-2020 - SME instrument

Call for proposal

H2020-SMEInst-2018-2020-2
See other projects for this call

Funding Scheme

SME-2 - SME instrument phase 2

Coordinator

CLEVERLY, LDA

Address

Calcada Do Lavra, 22, 2
1150-208 Lisboa
Portugal

Activity type

Private for-profit entities (excluding Higher or Secondary Education Establishments)

EU contribution

€ 1 518 927,38