Workforce Management Featured Article
UK-based AI Company Introduces CoronaBot to Handle Basic Call Center Queries
The need for effective, timely customer support is always present, but during times of global emergencies, the need becomes even more urgent. Most call centers today are operating in crisis modes, whether with home-based and remote agents, or in physical call centers taking precautions to prevent infections. In many cases, companies are also mobilizing non-human help to ensure calls and queries are answered in a timely way.
EBI.AI, a UK-based artificial intelligence (AI) lab, is filling a gap with the launch of a new bot designed to help companies manage the increased and fluctuating number of customer calls caused by the global COVID-19 pandemic. Called CoronaBot, the service is free of charge and available immediately. It has been pre-trained to answer the most commonly asked questions during the global pandemic such as, “What hours are you open?” and “Is it safe to receive delivery?” The goal is for CoronaBot to offload call center volume for basic calls and contacts and take pressure off shrinking frontline teams.
“Recently, we’ve seen unprecedented demand in call rates to our customers’ contact centers, often escalating to three times more than usual,” said Henry Jinman, Commercial Director of EBI.AI, in a statement. “Frontline teams are under enormous pressure to manage the exceptional peaks and troughs caused by increased demand in these challenging times. We know our technology already works, rapidly revolutionizing customer interactions with faster, better resolutions to customer queries.”
To develop CoronoaBot, said Jinman, the company explored the potential of AI coupled with big data, analytics and systems integration to maintain baseline operations during an emergency, leaving human agents to handle more complex calls. The company’s core AI platform is built on IBM (News - Alert) Watson and integrates with all leading systems.
“We are offering bots already pre-trained to answer the most frequently asked questions,” he said. “We can also specially configure CoronaBot to address any company’s unique set of disaster scenarios.”
For more information about how automation and AI can help meet and exceed customer expectations and workforce management, plan on attending the Future of Work Expo in Miami, Florida from February 9th through 12th, 2021. For more information and to register, visit www.futureofworkexpo.com.
Edited by Maurice Nagle
