Elisa's AI bot is a customer service superpower, the benefits of which are visible to both the customer and the employee. The AI bot began as a Voice Bot when it harnessed the increasingly analog voice channel of customer service as part of the digital world, bringing one of the largest customer service channels in terms of volume into the modern era. With extensive language models, Speech Bot developed into a multichannel AI bot.

An AI bot is an innovation that

1. Serves customers with extensive language models. The AI bot handles routine matters and simple contacts independently from start to finish, freeing up agent resources, bringing cost savings and at the same time improving the customer experience as issues are resolved faster.

2. Supports employee retention by improving job satisfaction. An AI bot is an example of a technology that can tackle megatrends such as workforce retention and availability. It frees up agents' time from routine work and manual logging by pre-processing service requests in voice and email channels, for example. Tasks are more meaningful when the customer service representative can focus on challenging situations that genuinely require expertise.

3. Turns speech into business-usable data. The AI bot transcribs conversations from the speech channel to text. An AI-powered bot understands the context and searches for solutions in knowledge base articles – or identifies their absence and logs a new article about the resolution of the situation, thus increasing the company's knowledge base. Thanks to the bot, information about customer encounters is automatically logged into technical systems, which means that the company's data is no longer dependent on manual entries. The data is available and of high quality.

4. Break down language barriers. The AI bot can handle real-time translation, which also enables contacts in different languages. In this case, customer service does not require resources for knowing every language, but the customer can be served regardless of their native language

The service makes extensive use of Azure capabilities such as:

1. Azure OpenAI: broad language model and productive AI

2. Azure Speech: Text-to-speech and speech-to-text conversions

3. Azure AI Search: Data search for generative AI (RAG)

4. Azure LanguageQA: AI Q&A service

5. Azure OneLake repository

Elisa AI Bot

avtor: Elisa Oyj