When a customer calls the contact center, a kuwait phone number search multitude of different parameters are processed in a matter of seconds, allowing for the most optimal solutions to be quickly selected for each request. Artificial intelligence analyzes the customer’s recent account transactions, checks possible limits, determines the customer’s location, segment, and behavioral characteristics. All of this happens instantly, allowing Sophia’s work to generate a pool of the most appropriate actions for any request.
For example, if a customer asks about a limit, the robot immediately checks what limit is in question and performs the appropriate operation. Today, Sophia processes about 75% of all requests received by the contact center. These are millions of minutes of conversations, which are now processed not by people, but by artificial intelligence.
In the initial stages of Sophia’s work, the interaction was quite dry and impersonal. However, we are constantly improving her algorithms, and now the robot can respond to customer requests with more human features. Instead of dry answers, Sophia shows understanding and empathy, which has a positive impact on customer interaction.
About 20% of customers are very positive about the robot: they thank it for its help and even call back to leave a positive review of its work. Some customers are happy to discuss the information they received with the robot and even express gratitude for the “friendliness” shown. Such reactions demonstrate the importance of a human approach even in interaction with artificial intelligence.
Thanks to our work, customers have come to treat Sophia as a living interlocutor: they wish her a good day, success in “life,” even “prosperity for her children.” This shows how important the experience of interacting with the robot is.