Aquanet commits to a chat bot
In the fall of 2022, the company completed the implementation of Sinch contact centre system in the customer service area and provided its customers with a new communication channel in addition to the telephone channel – live chat with a consultant. The chat was put on the website as an integral part of the new contact centre system and is operated by people working on the helpline. Depending on the selected topic of conversation, customers can chat with consultants from different operation areas of the company.
Meanwhile, in January 2023, as ChatGPT gained millions more users, Aquanet’s chat channel was supplemented with a bot – Basia, the Virtual Customer Advisor. This chat bot uses artificial intelligence solutions based on one of the SAP Business Technology Platform (BTP) services – SAP Business AI.
Basia, the intelligent bot, provides basic information and assists in finding solutions to the most frequently reported issues, such as reporting an emergency, water outage, signing a contract, connecting to the network, provides information on prices and tariffs, as well as direct debit. The bot also provides answers to our customers’ most frequently asked questions (FAQ).
– If the bot fails to answer a question, then the customer has the option to call a helpline employee and, in accordance with the rules of intelligent routing, is redirected to the relevant consultant. The bot’s knowledge base and the scope of assistance and service provided is constantly being expanded, informs Katarzyna Szram, Sales Director at Aquanet.
As the company reports, the premise of launching the artificial intelligence was that the bot should have human traits. That is why it was given the name Basia. Why exactly this name was given to the Aquanet bot? It reflects the fact that the majority of Aquanet S.A. helpline employees are women. In addition, great care was taken to make the bot’s messages and communication with customers friendly.
Comtrust, an SAP partner, is responsible for implementing the chat bot using SAP Business AI solutions.
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