Meet A.N.I.T.A, our AI customer service assistant!
Business problem
Customer service departments can be challenged by sudden increases in workload, SLAs and the need to move transactions to online channels. Scaling capacity is no easy task, compounded by the difficult HR situation. Retaining, training and upskilling staff incurs significant costs.
Business objective
All these challenges make it increasingly important to run customer services efficiently and reduce costs.
Solution
Our ANITA customer service assistant addresses these issues by enhancing customer service.
With her artificial intelligence, she can:
recognise the subject of incoming enquiries from online channels,
highlight the relevant information needed to resolve cases,
perform repetitive tasks that can be solved automatically,
forward the rest to the appropriate resolution team.
Business benefits
ANITA saves time in processing inquiries and allows case managers to focus on tasks requiring human intervention, thereby increasing their efficiency. ANITA does all this by developing its capabilities quickly and flexibly thanks to its artificial intelligence, which continuously learns from human-driven processes.
The benefits of ANITA:
Resource savings
Improved SLAs
Reduced training costs
Improved customer experience
