AI Business : 500K Calls a Day – Utilization of Artificial Intelligence in the Telecommunication Industry: Virtual Agents Capable of Responding to Complex Dialogues with CustomersUtilization of Artificial Intelligence in the Telecommunication Industry: Virtual Agents Capable of Responding to Complex Dialogues with Customers

Startup developer of artificial intelligence technology ( Artifical Intelligence – AI) Inc. based in the United States explained his views on the future of technology-based businesses and communications.

Yustin Noval, SEA Regional Business Development Manager for, said that Indonesia and most countries in the world have gone through an “unpredictable” period in 2020.

Now, changes in the way people work are starting to lead to the incorporation of old and new styles. The COVID-19 pandemic has changed the world and the way people communicate.

Today, the “new normal” way of communicating is taking shape, co old technology with technology in a new era.

Entering a new chapter during the pandemic, business performance in the telecommunications industry is increasingly in the spotlight. People’s dependence on internet services and connectivity is increasing along with the need to work and study from home as well as access to entertainment shows on digital platforms.

According to Yustin, his company received an increase in demand for contact center services from several telecommunications operators in several countries.

“When it comes to global talk, our company is currently recording an increase in call traffic of up to 30% every month. The large number of requests from customers has made our partner companies have to be extra ready to serve every call quickly and efficiently, “he said.

Voice-AI-based contact center service is one of’s services. He said, virtual agents from have a very high level of similarity and response like humans.

“The use of virtual agents for telecommunications companies is crucial for the company’s business and reputation. Especially with high traffic, technology allows businesses to answer questions to provide solutions to consumers in a short time, and all of them are operated by bots, “said Yustin.

Get closer to a virtual agent

The use of IVR (Interactive Voice Response) Bot has generally been used by many artificial intelligence service providers. Usually, the IVR Bot communicates in one direction and plays recorded voice messages when the customer makes a phone call.

However, interaction automation continues to evolve and adapts to the need for even more intense conversations.

AI-based virtual agent, is the latest generation of voice technology and is smarter. It is able to turn communication into a conversation between companies and consumers. “This technology is based on neural networks , machine learning and big data .

To be more efficient, he or she must be trained in using real-time telephone conversations between people: contact center agents and consumers. Call recordings will be coded, analyzed, tagged for the neural network, for further training, ”Yustin explained.

Talking about the neural network, the company which also has an R&D center in Eastern Europe has developed a neural response scheme that can understand complex phrases and unusual responses.

“For example, in Indonesia, consumers may rarely use the words” Yes “and” No “, usually the response is ‘What’ or ‘OK’. So , our virtual agents can respond in a variety of ways, such as through speech processing or Natural Language Understanding (NLU), ”he added.

Thanks to NLU, the conversations between bots and humans are indistinguishable, and they sound very similar, starting with intonation, pause, and response. Best of all, thanks to machine learning , virtual agents can get better at each new conversation or scenario.

Application of virtual agents in the telecommunications industry

The largest telecommunications company in Eastern Europe has implemented AI-based virtual agents during the pandemic and it noted that virtual agents only cost half the cost of conventional contact centers , but with the same level of efficiency, and even higher.

The company uses AI-based virtual agents for two jobs, namely outbound calls to offer the latest products, and also collects feedback from consumers regarding company services with a Net Promoter Score (NPS) survey with five questions given to consumers.

Apparently, the performance results exceeded expectations. For product offerings, the AI-based virtual agent system successfully made more than ten thousand calls with a conversion rate of 37%, exceeding the main target of 35%.

And, the system managed to handle 98% of the customer feedback inquiries without error.

AI-based virtual agent systems also have the productivity and capacity of up to two hundred thousand to five hundred thousand calls per day, and can be maximized to millions of calls per day. The AI ​​virtual agent system can simultaneously place calls with about 30 percent of customers answering the call immediately on the first try.

Yustin admits, in the example above, his partners get better customer acquisition opportunities, increase customer satisfaction, and create consistent and predictable customer service.

“The thing to remember, here we do not want to eliminate the role of humans altogether. In fact, by shifting some of the tasks to virtual agents, companies can allocate more human talent to sectors that require creative power, analysis and other social aspects, “concluded Yustin.

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