Digitalisation of financial services in ESSOX with Virtual Assistant Emma
Jana Hanušová ESSOX, Managing Director
Background
ESSOX wanted to design and implement a voicebot – the virtual assistant Emma – to be an integral part of their contact centre. Emma was deployed using advanced artificial intelligence in line with the company’s strategy to digitalize financial services. The goal was for Emma to engage in natural voice dialogues with customers and assist contact centre operators by handling simpler tasks, allowing them to focus on more complex customer requests.
Project implementation process
The deployment of the voicebot in the contact centre resulted in increased client satisfaction due to timely payment reminders. Virtual assistant Emma has been successfully handling over 95% of calls correctly, achieving a performance level similar to that of human operators.
The operators’ satisfaction also improved as they were relieved from repetitive tasks, enabling them to focus on resolving more complex issues. In its initial use case, Soft Collections, Emma processed the same volume of calls as three operators, managing over 6,000 calls per month.
Results and benefits
Increased client satisfaction
Emma handles more than 6,000 calls per month
Correctly resolves more than 95 % of calls
Allows operators to focus on more complex cases
Customer Profile
ESSOX s.r.o. was established in 1993 as a provider of consumer financing and leasing services. In 2003, it became part of the financial group of Komerčníbanka and Société Générale. Today, the company is one of the leading providers of non-bank financial services and its portfolio also includes products in the area of branded car financing.
Technologies used
- Voicebot Soitron BOT with advanced NLP (Natural Language Processing)
- STT (Speech to Text) technology by Phonexia
- TTS (Text to Speech) technology by Phonexia/Acapela