Jiří Filip Alza.cz deploys artificial intelligence named Alzee to handle customer requests. This speeds up the connection of calling customers directly to specialized teams of operators who can solve their requirements more efficiently. Alzee can directly answer the most common questions, such as branch opening hours.
Alza.cz deploys artificial intelligence in customer care for the first time. The Alzee robot is intended to help the largest Czech e-shop speed up and at the same time improve the processing of customer requests. The hard launch was preceded by six months of development and testing, including several thousand test phone calls. Alzee is the first voice that picks up incoming customer calls.
"Thanks to Alzee, when customers call our customer line, they are more quickly and conveniently called directly to the operator who is best able to solve their request at the given moment," explains Tomáš Anděl, strategic director of Alza.cz operations and adds: “After connecting the call, Voicebot asks the customer to explain in one sentence what they need help with, and after confirming that it correctly recognized the request, it connects them to the most suitable colleague. This eliminates the need to enter the request group number on the phone's keypad."
So far, the robot can recognize more than 40 reasons for phone calls and, according to them, connects the calls to specialized teams of operators. A question about the opening hours of individual branches can be answered directly without the need to contact a live operator. At the same time, the company is working on its further development and will gradually expand the category of questions it can solve for customers. He expects that the pre-Christmas shopping season is approaching, when customers most need to solve their requirements as quickly and conveniently as possible.
The operators of the call center of the largest Czech e-shop can thus specialize more on specific issues and thus solve a greater number of customer requests immediately upon first contact. "In order to maintain the number one position on the e-commerce market, we must come up with innovations not only in the field of our product, but also on the side of customer service. Our operators handle three and a half thousand inquiries from customers every day, up to 10 in the high season before Christmas. The involvement of Alzee artificial intelligence will help us make this service even faster and more efficient." assumes the Angel.
The Alzee robot not only handles calls on the customer support line, but at the same time artificial intelligence sorts written questions and customer requests from web forms and e-mail addresses. Thanks to this, specialists not only from customer support, but also from other departments of the company can attend to them more quickly. More than 400 cases have already been processed in this way.
During the development of Alzee, the specialized call center team, together with the technology suppliers, startups AddAI.Life and Vocalls, conducted several thousand test calls so that the artificial intelligence could react to as many different situations as possible during a call with a customer. Nevertheless, the e-shop realizes that there may be scenarios that the customer can solve more easily with a person, and therefore it is possible to request to be transferred to an operator during the call.
"Working with Alza has been a dream of mine for several years, so I'm glad it came true. The Alzee project is very interesting in terms of coordination and management, as several partners work together on it. I believe that users and colleagues will accept Alzee. After the challenging development, an equally difficult part awaits us, i.e. the period immediately after the launch of the project. In the process, it will become clear what requirements and how real customers will interact with it. We will focus on the obtained data, which we will analyze and based on it, we will further modify the assistant." he says Jindřich Chromý, co-founder and CEO of AddAI.Life.
"Alza has surprised us since the beginning of our cooperation with its vision, which strives to push the customer experience far beyond what is the standard these days. This was fun for us and at the same time a big challenge for our voicebot. An individual approach to each customer even during large mass campaigns, and the associated high demands on the voicebot, its abilities, expression and empathy. Even if the voicebot helps remind customers to get out of an unpleasant situation. Last but not least, the enthusiasm of the entire team, the willingness to constantly improve voicebots together and build on the experience gained." comments Martin Čermák, co-founder and CTO of Vocalls.
Alzee is a combination of various automation solutions and artificial intelligence. The e-shop expects that, thanks to gradual learning, her workload will continue to expand. Currently at Alza, he helps with outgoing and incoming calls, sorts received written requests and helps answer them, or forwards them to specialized teams. This allows her human colleagues to deal with customer requests faster and more efficiently.
Ah, that's why lately I've been getting such confused and contradictory emails when I've ordered goods that are not in stock. Sometimes it feels like ADHD combined with distractibility and mild schizophrenia. Including such pearls, when Alza promises me the delivery of the product in September 2019.