Challenge: FreyaPOS, a major player in the HoReCa and Retail software solutions market, faced difficulties in managing the large volume of technical support calls. Upon analyzing their service, they found that they answered the first call only 30% of the time, impacting customer experience and operational efficiency. To address this, FreyaPOS sought a solution capable of handling calls, logging issues, and assessing calls almost in real-time.
Solution: We developed Freya.AI, an AI-based virtual assistant, successfully integrated into FreyaPOS’s technical support system. Freya.AI uses Aidoo.Assist technology, created by Soft Tehnica, to provide an automated and efficient technical support service.
How Freya.AI Works:
- Call Handling: When operators are busy, Freya.AI takes the calls, ensuring service continuity and avoiding long wait times.
- Quick Identification: Freya.AI identifies the client using the company’s CUI or phone number if already saved in the database. The CUI is dictated, not typed, to facilitate the identification process.
- Issue Logging: After identification, Freya.AI logs the client’s issue, asking for clear details about the situation encountered.
- Automatic Ticket Creation: At the end of the conversation, Freya.AI automatically opens a ticket in the FreyaPOS Helpdesk call center system, detailing the issue and the provided solution. The client receives the ticket number and later, a direct link to the ticket.
- Call Center Operator Intervention: A Call Center operator takes over the ticket opened by Freya.AI and calls back the client, already aware of the issue, enabling quick and efficient intervention.
Results:
- Increased Efficiency: Freya.AI has reduced the time required to manually open tickets, saving over 250 minutes daily. This time is now invested in solving client issues.
- Improved Response Time: FreyaPOS clients receive responses and solutions much faster, even during peak times.
- Error Reduction: Automating the ticket opening process minimizes human error risk and ensures higher data accuracy.
Conclusion: The implementation of Freya.AI by Soft Tehnica significantly impacted FreyaPOS’s technical support service. Our AI-based solution allowed FreyaPOS to greatly improve operational efficiency and offer a superior customer experience. Freya.AI successfully transformed how support requests are managed, enabling faster and more efficient problem resolution.
