COALA - Cloud-based AI-driven and Language-agnostic Customer Support Assistant | COALA | Projet | Fiche descriptive | H2020 | CORDIS

Description du projet

Un service à la clientèle efficace avec une touche humaine

Dans un monde où les clients attendent une attention 24 heures sur 24, 7 jours sur 7, la qualité et la disponibilité des services à la clientèle peuvent renforcer ou détruire une entreprise, en particulier dans l’industrie des services. Fournir un excellent service n’est pas chose aisée, et les organisations de service à la clientèle sont terriblement inefficaces. Les agents chargés de l’assistance passent plus de 20 % de leur temps à chercher des informations pour aider les clients ou à écrire encore et toujours la même chose. Le projet COALA, financé par l’UE, développe un assistant d’aide à la clientèle basé sur l’IA destiné aux agents, afin de les aider à éliminer les tâches manuelles. Cette technologie peut comprendre les conversations et automatiser les tâches répétitives, en étant non seulement un assistant pour les agents mais aussi une manière pour les clients de trouver facilement des informations. Cette solution améliore la productivité des agents jusqu’à 20 % et réduit leur renouvellement de 22 %.

Objectif

Customer support industry is suffering from huge inefficiencies, as agents spend 20% of their time looking for information manually, in order to answer to customers. That translates into a cost of €10,400 per support agent annually. For a small company with a support team of 5 people, this adds up to €52,000 annually. In addition to manual search, there are some AI-powered technologies available, but they have several disadvantages. E.g. ticket deflection-based solutions redirect consumers to “help articles” where they can read about possible solution. The drawback of this technology is that it can handle only very simple questions and is not suitable for complex inquiries, therefore often resulting in decreasing customer satisfaction. Template-based solutions require manual creation and regular update of the templates which makes this technology less effective and time-consuming, taking at least 10% of the agents’ time. To solve these problems, Cleverly is developing a language-agnostic AI-based customer support assistant – Coala. This software is based on proprietary Knowledge Powered and General Understanding Technology that can understand conversations, automating repetitive tasks and personalizing user interactions. The main differentiator between us and the competitors is that we are building a generic recommendation model that is scalable across wide range of industries, small and big customer support teams. This has never been done by any other company. Coala provides 20-30% of cost savings annually, at the same time lowering agent turnover by 22%. The global customer experience management market size is expected to reach €29B by 2025 progressing at a CAGR of 22.9%, providing lucrative growth opportunities for Cleverly. Cleverly team is run by a team of serial entrepreneurs with previous startup building and scaling experience globally. The impact of the proposed project is profound: by 2025 we expect to employ 94 people and achieve a project ROI of 26.