Energy

The goal is to optimise the efficiency and effectiveness of incoming call management by transforming our client's Customer Service through the implementation of our TalkActive conversational platform. The service has been further enhanced with Generative AI, improving the quality and personalisation of information flows.

We led the entire process of ideation, design, and development of a hybrid voicebot, leveraging the advanced capabilities of the OpenAI GPT Large Language Model.

This solution was designed to enhance and elevate customer interactions through the telephone channel, enabling a more natural, efficient, and intelligent communication experience. By combining AI-driven automation with human-like conversational abilities, the voicebot optimises customer engagement, streamlines support processes, and ensures a seamless interaction flow.

The introduction of GenAI for information-related contact requests significantly improved the channel automation rate, enhancing the system’s ability to handle customer interactions without requiring a callback to live agents.