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

Información del proyecto

CCOALA

Identificador del acuerdo de subvención: 957027

DOI

10.3030/957027

Proyecto finalizado el 6 Septiembre 2021

Fecha de la firma de la CE 15 Septiembre 2020

Fecha de inicio 2 Noviembre 2020

Fecha de finalización 1 Marzo 2022

Financiado con arreglo a

• INDUSTRIAL LEADERSHIP - Innovation In SMEs

Coste total

Sin datos

Aportación de la UE

€ 128 750,00

Coordinado por

CLEVERLY, LDA
Portugal

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

Período documentado: 2020-11-02 hasta 2022-03-01

Resumen del contexto y de los objetivos generales del proyecto

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.

Trabajo realizado desde el comienzo del proyecto hasta el final del período abarcado por el informe y los principales resultados hasta la fecha

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.

Avances que van más allá del estado de la técnica e impacto potencial esperado (incluida la repercusión socioeconómica y las implicaciones sociales más amplias del proyecto hasta la fecha)

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.

Cleverly Home Page