Sector Alarm's Successful Transition to Conversational AI Across Multiple Markets

技术

基础设施即服务 (IaaS) - 虚拟私有云
可穿戴设备 - 虚拟现实(VR)眼镜/耳机/控制器

适用行业

建筑物
水泥

适用功能

销售与市场营销

用例

对话机器人
周边安全与访问控制

服务

系统集成

挑战

Sector Alarm 是一家领先的欧洲安全公司，有多个代理处理实时聊天会话，导致效率低下，需要简化客户体验。该公司最初的聊天机器人解决方案不灵活，需要 IT 部门频繁参与更新和更改。

关于客户

Sector Alarm 是欧洲领先的安全提供商，为八个市场的超过 600,000 名客户提供安全和警报服务。该公司非常注重卓越的客户服务，并实施了全渠道方法（包括聊天机器人解决方案），以自动执行重复的客户查询并增强客户体验。

解决方案

Sector Alarm 改用对话式 AI 解决方案 boost.ai 平台来开发高级虚拟代理。 boost.ai 平台为创建和维护意图提供了直观的层次结构，使虚拟代理能够覆盖广泛的信息。该平台还与 Sector Alarm 现有的联络中心解决方案 Twilio Flex 无缝集成，并利用自动语义理解 (ASU) 技术将客户智能地移交给实时聊天代理。

运营影响

The implementation of the boost.ai platform significantly improved Sector Alarm's customer service efficiency. The new virtual agent was able to handle repetitive inquiries, freeing up human agents for more complex tasks. The platform's ease of use allowed the team to have complete ownership over the project, making necessary updates without the need for IT involvement. The successful pilot in Norway led to the rollout of virtual agents in Sweden, Spain, Finland, and Ireland, with plans for France, Italy, and Portugal before 2023. The new system also allowed for better standardization across all markets, with fewer AI trainers needed and more focus on ensuring consistent answers across different regions. The company's customers have responded positively to the new virtual agents, complimenting their effectiveness.

数量效益

The boost.ai virtual agent delivered an in-scope resolution rate of 92%, a significant increase from the 70% resolution rate of the old chatbot.
Over 80% of the queries handled by the new virtual agent were marked as 'fully solved'.
The virtual agent was built and ready to launch in less than two months.