More news at InPost - artificial intelligence will support the helpline for our customers! In order to provide an even higher quality of service, we have launched a new feature - a Voicebot named Mat, who will answer your questions!
Voicebot is a high-tech system platform that accurately recognises what topic a customer is calling about and provides an immediate response. The platform uses a voice mechanism to interact with the user. We have carried out a number of tests, thanks to which Voicebot Mat has acquired a number of competences, such as:
- verification of packages assigned to the telephone number from which the customer calls,
- information on the status of the shipment,
- providing a contact number for the InPost courier,
- voice vs. phone keypad. Mat knows that customers often call him on the go. To avoid focusing their attention unnecessarily, there is no need to type numbers on the phone keypad - just dictate the delivery number to the Voicebot.
Mat is still learning! To this end, he writes down questions that are not recognised, which are presented to the project team. The team prepares the learning material on an ongoing basis. After a series of tests confirming the Voicebot's competence - these are made available for interview with the customer.
"This is the next step in the innovations being introduced across the InPost infrastructure. The premise for the Voicebot implementation is to quickly transfer knowledge of readily available information from process systems. Voicebot has the ability to transfer its call to a consultant in situations where it is unable to answer the customer's questions." - Rafał Brzoska, CEO of InPost, emphasises.
In the near future, our Voicebot Mat will have a broader knowledge of InPost's services and, in addition, will register a problem with a parcel and ask the Operations Team for verification.
Calling our helpline, do you prefer to speak to a consultant? No problem! If you decide that you don't want to talk to the Voicebot after all - Mat will transfer you to one of the InPost consultants.
Mat, thanks to a layer of artificial intelligence, is able to answer the most common customer questions, which translates into even better service for InPost's growing number of parcels.
So what do you think? Time for a chat with Mat 😉 ?
