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

Periodic Reporting for period 1 - COALA (COALA - Cloud-based AI-driven and Language-agnostic Customer Support Assistant)

Reporting period: 2019-09-01 to 2020-08-31

Customer support industry suffers from huge inefficiencies, as support agents spend at least 20% of their time at work looking for information in order to answer customers. This translates into an annual cost of €10,400 per support agent and €9.9 Billion in lost productivity worldwide. Moreover, customer service turnover is reported to be at 40% to 50%, resulting in increased cost due to constant hiring and training new employees.

COALA is a disruptive language-agnostic AI-based customer support assistant, developed on proprietary next generation Knowledge Powered Recommendation Technology. Taking advantage of the latest developments in the AI field, our software is capable of understanding conversations, automating repetitive tasks and personalizing user interactions.

COALA provides 20-30% of cost savings annually, at the same time lowering agent turnover by 22%. The solution will be available on Zendesk, Salesforce, Freshdesk, Intercom and other modern Help Desk platforms.
Cleverly is developing a language-agnostic AI-based customer support assistant - COALA. Through the development of our Knowledge Powered and General Understanding Technology, we can understand conversations, automating repetitive tasks and personalizing user interactions.

Our technology is not only a technology platform that can be used by customer service teams to make them more efficient, it comes trained already so managers don’t need to spend time training systems. That makes Cleverly an “as-a-service” solution that can be used by small and medium businesses.

During this reporting period, we made significant progress in regards to the data pipeline which supports our Triage functionality as well as the Agent Assist, incorporating agent feedback and historical data to suggest the best replies to agents. We also enhanced our core functionality with automated tasks.

We have integrated with Salesforce and Freshdesk, besides Zendesk that was already supported. Our active customers use one of these integrations having achieved team productivity increases between ~10% and ~100%, while also automating up to 30% of the manual requests.
Since the beginning of the project Cleverly created 7 jobs and plans to create 10 additional ones until the end of the project. By 2025 Cleverly will have created 90+ jobs, most of them in Portugal.

By building a generic AI system that can be used by SMBs without the need to have any technical knowledge, Cleverly is democratizing access to this otherwise expensive technology. That will make big and small companies more productive, saving them costs and with minimum upfront investment.

Since the beginning of the pandemic, several companies relied on Cleverly to process customer’s requests faster, train new agents and make the customer service work less overwhelming. This has been especially relevant at a time where the remote work situation caused additional stress at this job, especially in sectors like retail and e-commerce whose volumes have increased significantly. We expect to have an impact by significantly relieving the pressure in the customer support departments of our customers, during the busy season for ecommerce at the end of the year.