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

Project Information

CCOALA

Grant agreement ID: 957027

DOI

10.3030/957027

Project terminated on 6 September 2021

EC signature date 15 September 2020

Start date 2 November 2020

End date 1 March 2022

Funded under

• INDUSTRIAL LEADERSHIP - Innovation In SMEs

Total cost

No data

EU contribution

€ 128 750,00

Coordinated by

CLEVERLY, LDA
Portugal

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

Reporting period: 2020-11-02 to 2022-03-01

Summary of the context and overall objectives of the project

Cleverly, through the COALA project, built a Cloud Based, AI Driven Customer Support Assistant that takes advantage of historical customer service data to build an assistant that helps customers reply to emails and non-conversational queries from customers. By leveraging its proprietary Knowledge Powered Recommendation Technology, Cleverly is in a privileged position to tackle these issues and use the COALA technology to apply a 20% increase in efficiency to real time messaging interactions, complementing its current offering for email messaging.Our proposal, and the goal for this project was to extend our technology to conversational type interactions (chat), delivering to our customers an assistant that live chat operators can use to assist them in replying to their customers and to automatically handle easier interactions. By identifying the topic of the conversation and preparing the correct reply, we can also train people faster, making them more productive.

The goal was to have COALA provide 20-30% of cost savings annually with increased productivity for Non-conversational channels (Email). This specific project in the context of the IA, CCOALA, had the same ambition but applied to conversational interactions (Chat). Since for Email we have achieved better results than initially thought, our expectation was to positively revise our goals as well in the Chat context.

Work performed from the beginning of the project to the end of the period covered by the report and main results achieved so far

Since the IA left during the first month, the work developed during the reporting period was minimal, and was exclusively related with the integration of the IA (besides the tremendous hiring effort). Unfortunately, the majority of the work was not complete.

Progress beyond the state of the art and expected potential impact (including the socio-economic impact and the wider societal implications of the project so far)

While the goals of this specific project were not implemented as initially planned, they are still very relevant and are being pursued as part of our Zendesk journey, after the company acquisition.

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