Case study

AI email Call Center agent: Telmach Slovenia United Group

About the project

  • Leveraged Azure OpenAI LLMs for quick email responses, aligning with business goals and saving agent
  • Emails categorization for further issue analysis and call center performance assessment.
  • Recognizes specific customer requests
  • Analyzes the sentiment of received emails, to enhance Telemach to reshape its offerings and customer retention

Challenges

  • Complex and inconsistent content in Knowledge Base covered less than half of the business scenarios.
  • Tabular data: A significant portion of data was tabular, requiring adaptation to ensure comprehensibility for the language model (LLM).

Outcome and benefits

  • Documentation is properly prepared, ensuring accuracy (no error) and ease of
  • Scenarios requiring mandatory customer data are handled through a distinct implementation
  • Scenarios not covered in the documentation are addressed by creating a separate index of
  • Time saving for CC agents and improved response
  • Overall accuracy achieved after three testing iterations is 97%.

Project goals

Email processing automation
Efficiency increase
Time saving and cost reduction
Higher agent focus on the most critical issues
Accelerated onboarding of new employees.

 

About the client

Telemach Slovenia, part of the United Group, is a leading provider of paid video content, fixed internet services, and rapidly growing mobile telecommunications. Prioritizing customer satisfaction and technological innovation, the company chose Comtrade to help them succeed in their AI journey.

Key numbers

97%

response accuracy

80

scenarios

46

different pricing lists

3

minutes faster agent response time