Virtual Assistance Using AI/ML

Aug–Nov 2021

Virtual Assistance is the AI system that you can interact with on your mobile device. It can help you do a variety of tasks including scheduling appointments, tracking your health goals, and answering questions about anything.

OBJECTIVE

The client wanted to enhance the FAQ section as well as the human customer support agents. Not only was the cost of operation on the higher side, but the customer experience was also nothing to be proud of. The client was in expansion mode and wanted a long-term scalable solution.

APPROACH

We implemented an AI-powered chatbot that would act as a virtual assistant, using open-source as well as 3rd party APIs. The bot was able to detect the context of the customer’s problem and their current mood using sentimental analysis in ML. The customers were getting FAQ links if the issue was simple, otherwise, they were seamlessly connected to the human agent at the right time.

IMPACT

The traffic to the human agents was redacted by 50% in the first six months of the implementation of this Virtual Assistant. The customer resolution rate increased by around 70% as compared to the waiting times and a disconnection from a busy human agent for some resolution. The Virtual assistant is currently being trained to take constructive feedback, surveys as well as promote some products/services to promote consumer satisfaction.

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