Can an offline company achieve success in a digital world?
Technical stack:
- Node
- React
- RASA
Can an offline company achieve success in a digital world?
INDOS is a financial services company that has served over 5000 clients since 1991. They used to have a low-scale variety of existing IT systems… until we met them!
They turned to us in search of tailored digital transformation solutions. After an extended needs analysis consultation, we decided to build a smart AI/ML assistant in the form of a chatbot. In addition, we created two more products:
- Humanized – An advanced contact center platform with Omnichannel and advanced BOT integration.
- Wellbot – A set of tools for BOTs developing and managing users’ actions. This is an essential tool for every Chatbot designer.
Advisero - Beyond the product: the outcome of our cooperation
After some time, we realized with regards to Ireneusz that it made sense to create a separate company that was fully focused on chatbots for the contact center - this is how Advisero was born. Pani Ala is still a separate project and Advisero is the tech company working on automation in the contact center. The system manages around 1000 conversations daily and was further developed based on the feedback from end-users. The team currently has more than 10 people and is growing rapidly. The first POC was released in 2019 and the launch was quite successful.
Chatbot Case: ERGO HESTIA
Advisero implemented a solution for the Customer and Agent Support Department at Ergo Hestia. As part of the project, a customer service system – Advisero Enterprise – was deployed. The system uses, among other things, a bot based on Natural Language Understanding and Machine Learning, and also includes a Contact Center panel. The bot answers insured individuals’ questions, can independently guide an agent through selected processes – thanks to integration with external Ergo systems – and does so without the need for a consultant. Many logics have been programmed, allowing the bot to send different responses depending on, for example, VIP status or applicable discounts, etc.
The technological part was developed in cooperation with LEOCODE. Most of the matters handled are carried out by the bot based on recognized intent, and the bot assigns conversations to consultants with specific competencies. Thanks to the tools used, the query handling time has been reduced nearly threefold.
The implemented customer service system fully replaced the previous solution. The traffic handled by the tool is contracted at 1,000,000 requests per month, with calls to consultants significantly exceeding 40,000 requests monthly.