Fast to Smart. Creating an enterprise-grade virtual assistant in under 8 weeks

Almost overnight, a UK telecom had a working virtual assistant that answers customer questions and hands off to an agent if required.

A UK-based telecom provider adopted a fully digital support model for their customers which included substantial online content for questions and live chat support. However, instead of referring to the self-serve content, customers defaulted to live chat agent support. When agents were busy, chat support became unavailable. 

“The company had the opportunity to quickly implement a chatbot that could understand customer questions, guide them to the right answer, and only handoff to an agent if required.” said Asma Mohammad, Program Director at Wysdom. 

“It was a fairly standard problem to solve but was made infinitely more challenging by a hyper-aggressive timeline. I’m proud of how quickly we pulled it together.”

In a matter of 8 weeks, we went from project kick-off to live: we delivered a branded Virtual Assistant that automated simple tasks like customer inquiries, integrated into a Live Chat solution through LivePerson, the company’s preferred platform. The Virtual Assistant gave the company’s customers a seamless experience.

Project Goals 

  • More customer self-service where possible 
  • Increase agent availability and productivity 
  • Fewer handoffs to live agents 
  • Easy handoffs to live agents in cases of escalations

Solution

This project presented two initial challenges beyond the deadline that required immediate attention and quick thinking to stay on time. 

  • Integration: No chatbot support had existed for the Live Chat app in the LivePerson environment until we started working on one. We adapted our data to the platform and designed it accordingly while concurrently testing new ideas. It was like building a plane while flying it
  • Compliance: Keeping a Virtual Assistant compliant with regulation is a complex process. The build required an eye on compliance that presented strategic roadblocks we had to account for. We did, and we made their company a fully compliant and approved solution.
Despite these obstacles, we had the company up and running on a Virtual Assistant in just a few weeks. 

Impact

The telecom company learned quickly how beneficial a well-designed chatbot is to the customer experience and the bottom line. 

With 60% of customer contacts being handled by their new chatbot, they were able to reduce customer care centre costs and improve the overall speed-to-resolution incoming inquiries.

Moving forward

The company has a virtual assistant that is able to understand what customers are trying to accomplish, guide customers to specific goals through conversational journeys, and when appropriate, intelligently hand customers off to human agents.

Next up, the telecom provider and Wysdom plan to further improve the virtual assistant experience by scaling to handle more complex, transactional use cases like topping up or paying a bill. We’re also launching an online and in-app natural language search (Wysdom Cognitive Search) solution to help improve customer experience.

Looking to launch an enterprise-grade chatbot quickly?

We can get you up and running with a Virtual Assistant in a matter of weeks, on the chatbot platform of your choice. You’ll see immediate improvements to customer service, employee satisfaction and the bottom line. That’s real Wysdom.

Get in touch today here.

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Artiom Kreimer

VP, Product & Analytics

Artiom has spent 10 years in software and mobile engineering, specializing in quality assurance and customer service. He has worked in testing and QA at both startups and in enterprises such as Clickfree, TELUS, and Freescale Semiconductor.

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 

 

Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.

 

Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 

 

Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

Jeff Brunet​

President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 

 

His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 

 

Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 

 

Ian invests, mentors, and sits on the boards of several startups in the Toronto area.