Leading telecom in Lithuania
Telecommunications
Our work: virtual customer assistant on the website.
UK Digital-Only Bank
Banking
Our work: virtual customer assistant in iOS and Android.
Nasdaq Tallinn: LHV1T
Banking
Our work: Virtual customer assistant on the website and agents’ live chat product.
Nasdaq OMX Nordic: TAL1T
Marine transport
Our work: Virtual customer assistant on the website.
Leading telecom in Estonia
Telecommunications
Our work: Virtual customer assistant on the website and agents’ live chat product.
Leading telecom in Latvia
Telecommunications
Our work: Virtual customer service & sales assistant. Agents’ live chat product.
Estonian Statistics Agency
Government
Our work: Virtual customer assistant on the website and agents’ live chat product.
Dynamic German energy company
Energy
Our work: Virtual customer service assistant in Facebook.
– Lauri Haav, Head of Customer Loyalty, Monese Digital-Only Bank
Business Issue
Monese is a revolutionary neo-bank founded with the ambitious goal of building a global instant-open bank account for the on-demand age. Monese was born from its founder’s painful experience when he was denied a bank account when he moved to the UK. With the Monese app, customers from all over Europe can open a bank account in as little as 120 seconds, free from the hidden fees and restrictions that legacy banks impose. Monese was the first 100% mobile bank account to ever launch in the UK. The company’s customer base is fast approaching six digits and customers are moving over 0.5€ billion annually. To handle the increasing amount of customer service requests from a growing customer base, Monese was looking to automate its core customer service chat.
Solution
To manage customer support more efficiently, AlphaBlues deployed its Virtual Customer Assistant (VCA) technology into Monese in-app customer support chat. The artificial intelligence based VCA was made the front-line customer service representative for the thousands of customer support requests each month. It was trained to automatically handle natural language and specific questions that customers have about Monese and its services.
Results
– Liisa Ruusamägi, Client Communication Product Manager, LHV Bank
Business Issue
LHV Group is the largest domestic financial group and capital provider in Estonia that is currently holding 2 billion euros of Estonian assets. LHV Group’s key subsidiaries are AS LHV Pank and AS LHV Varahaldus. LHV has representative offices in Tallinn and Tartu. The company employs over 300 people and has more than 5000 investors. LHV Bank services are used by more than 120,000 customers. Pension funds managed by LHV have over 175,000 customers and are the second largest in Estonia by volume. The company is one of the most innovative banks in the region and was looking for a new and efficient way to engage with their customers 24/7.
Solution
To bring their customer service into the messaging era, LHV turned to AlphaBlues and its Virtual Customer Assistant (VCA) technology. AlphaBlues worked with the bank to integrate their customer service knowledge base with hundreds of topics and intents into the VCA which was launched through the bank’s Facebook page onto Facebook Messenger. Artificial intelligence based training was used to increase the relevancy and accuracy of the VCA in order to allow for more self-service by the bank’s customers. The VCA was given a friendly persona and it was taught to understand free text and natural language so as to be able to help people with the wide variety of questions they might have.
Results
– Inese Zarina, Head of Chat Automation, Lattelecom
Business Issue
Lattelecom is a dynamic and innovative company on a mission to bridge the gap between technology and the individual. They are one of the biggest companies in Latvia employing more than 1500 people. Among other business lines the company operates one of the largest electronics e-commerce stores in Latvia that sells smartphones, TVs, computers and other electronic devices. The company was looking for a solution how to increase the engagement and conversion rates of their customers during the Christmas holiday shopping period.
Solution
To provide their e-shop users with a new experience, Lattelecom turned to AlphaBlues and its Virtual Customer Assistant (VCA) technology. AlphaBlues worked with Lattelecom to create a chat-based virtual customer assistant to help users in purchasing products. The assistant, named Anete, was put on the main page of the e-shop as a chat icon. Users could click on the chat icon and immediately see the numerous ways how Anete could help them. They could browse for products for the family as Anete suggested top gift recommendations for husbands, wives, kids and friends. They could also pick the best selling gifts based on product categories (e.g. phones, TVs, computers) or browse products with the lowest price. In addition Anete helped answers questions regarding tracking the ordered package and ways how to lease products.
Results
You need to be able to hold seamless, synchronous conversations with consumers across whatever channel they happen to be using at the time, no matter where they are. Improved personalization delivers a more relevant user experience, and the high levels of automation enables cost-effective delivery at scale.
Scale every part of your business: sales, marketing and support with highly customized chatbots and chat specially designed to your needs.
Graphical interface for creating intents (i.e. topics) for the virtual assistant.
Group intents under specific folders, expand folders for easy visibility and organization.
Add buttons, quick replies, conditions, images, URLs to VA answers.
Customizable answer delay setting in milliseconds.
JS API for front end integration.
Create different menus which are triggered in different URLs where chat window is deployed.
Deep nested multistep workflows.
Unlimited number of actions.
Context specific responses.
Insert training phrases into the VA.
Change the intent matched to phrase.
Easy visibility into training data across intents.
Free text search across all intents and trained phrases.
Export and import phrases into and from CSV.
User chat messages sorted by a customizable date range.
AI predicted intents for users’ chat messages.
Ignore predicted intent when training.
Measure AI intent prediction accuracy.
Ensemble of machine learning and deep learning algorithms to understand the customer intent from free text.
Functional in any European language + Russian + Arabic.
Co-intent understanding.
Intent ranking and prioritization based on confidence scores.
Offer choice of multiple intents for low confidence matches.
Time interval selection for seeing the number of VA conversations.
Top intents sorted by the number of occurrences.
Least triggered intents by the number of occurrences.
General helpfulness score of the VA for the customers.
Detailed intent based helpfulness score from customers.
Count of interactions with text; with buttons; with text and buttons.
Intent report with count of sessions, feedback requested / provided / positive / negative per specific action.
Button click report.
Add chat to multiple websites.
Customers can rate agents.
Customers can provide comments as feedback to agents.
Receive messages as tickets or have them sent to email during off-hours.
Canned answers (saved replies) in the chat answering window and emojis.
Customers can send and receive files through chat.
Agents can assign chats to other agents.
Info on customers waiting in each queue and agent availability.
Adding comments to the chat conversation for leaving notes to other agents.
Agents can see history of the conversation between the customer and the VA.
Clear distinction of the handover from the VA to the agent.
URL shown from where customer came in.
Accepting/not accepting chats button for each agent.
Ability to gather various info about customer including IP, OS, chat ID.
Notes field for agents to type notes.
Configurable custom attributes in chat dashboard.
Create custom queues for receiving tickets.
Assign agents to queues.
Visual notification of new messages in browser tab.
Sound notification of a new message.
Unread messages highlighted in the queue.
Timestamp showing time since incoming.
Tag tickets.
Autoclose inactive tickets.
First response time, average response time.
Agent first and response time.
Number of chats with agents.
Rejected and abondoned chats per queue.
Proactive chats offered, accepted and abandoned.
Maximum time of waiting in queue before reaching agents.
Queue abandonment rate.
Agent activity with 15 minute intervals of accepting, not accepting and writing chats.
Agents online, customers in queues, customers waiting – live view, last 15 minutes and last 24 hours.
Tag counts.
Encrypted data transfer over HTTPS.
IP based restrictions (e.g. banned visitors).
Single sign-on (ADFS).
Operations log.
Password expiration and complexity checks.
Supervision of agents by administrators while answering chats.
Role based access to chat solution features.
Change agents’ avatar pictures, maximum chats, name.
Add and delete agents.
Archive search.
Archive summary data.
Intelligent routing from VA to the relevant agent with prioritization.
Detailed configuration of chat and handover in synchronous (live) and asynchronous (messaging) mode.
Customized flows in VA for handing chats over to agents (e.g. forms, additional questions).
Conversations in each queue are marked by anonymous name if customer is unauthenticated.
VA responses customized based on agents status and queue availability.
Chat window icon and name change in handover from VA to agents.
Proactive chat automatically disabled if queues are full.
When queues full customers can stay on-hold or leave custom message.
VA can trigger actions on the website on customer’s behalf (e.g. open windows, views).
Co-pilot mode where AI monitors what customer says and suggests answers for agents to use.
Agents can use and modify co-pilot mode suggested answers with one click.
Automatic training of the VA when agents use suggested answers.
Change chat window color, design, fonts, text and size with customizable CSS.
Change icon in the chat window and the chat widget bubble with text.
“Someone is typing” indicator in the chat window.
Show VA or agent name in the chat window.
Show videos, pictures, buttons, GIFs, text, emojis and links.
Carousel view in chat window to showcase products.
Mobile optimized.
Customizable forms for collecting information.
URL specific configuration.
3 VA-agent configurations: 1) VA only 2) Agent only 3) VA with handover to agent.
Proactive chat window popup.
Automatic choice of language for customer.
Ability for customers to accept terms of use and privacy.
VA response templates filled with customer specific information.
JavaScript SDK for programmatic control of the chat window.
Observable JavaScript events about actions performed in the chat window.
Compatibility with iOS and Android apps.
VA depolyment into social channels (Facebook, WhatsApp, Twitter, Slack).
Customer authentication via front end or back end.
Deployment with Docker containers into company’s private AWS, Azure, Google Cloud.
Deployment on-premises.
APIs for downloading chat transcripts, events and operational logs.
Integration with any 3rd party API (e.g. CRM, HR tools, e-mail/chat, RPA).
GDPR compliance mechanisms.
Speech-to-text and text-to-speech integrations with 3rd party APIs.
Custom NLP already deployed in 8+ languages across Europe.
Powering more than 250,000 customer queries each month.
Serving more than 4 million users for our customers.
In-house developed AI. Tailor-made flexible algorithms. Inventory of industry specific intents.
Create intents and multi-dialogue. Easy to use interface with no programming skills required. Compact design. API available.
Personal info for users with authentication. Personalized sales offers to users. Integration with ecommerce product feeds.
Learn what customers say, detect patterns, measure & improve performance. Comply with regulation.
Topic prioritization in handover from bots to agents. Prioritize by URL or agent skills. Custom queues and ranking.
AI learns automatically by observing human agents answer customer queries. Decrease the need for manual AI training.
AI gives real time suggested answers to your agents in live chat. Agents can answer quicker and use best performing answers.
Agent accounts, ticketing system, team grouping, abandonment rates, ratings, response time measurement and more.
Amazon Web Services is the leading cloud service provider globally. AlphaBlues is certified AWS Technical Partner which gives us deep competence and wide insight in building and running custom solutions on the AWS infrastructure. Our team is verified by AWS technical standards and we can assist you with your digital transformation and virtual assistant needs in the cloud. Read more here.
The aim is to work with the PwC team in Poland and CEE on joint customer projects. The program chose 12 technological startups from the European region and AlphaBlues was one of them. The companies were selected out of 300 applicants to partner with PwC in Poland to expand their product offering in Central Europe. Read more here.
The program nurtures dedicated and exceptional startups who are revolutionizing industries with advances in Artificial Intelligence and data science. This virtual accelerator program helps startups during critical stages of product development, prototyping, and deployment. We were also one of the few startups in the program that took part of the Deep Learning Summit in San Francisco in 2018. Read more here.
Who we are & what we do
AlphaBlues (www.alphablues.com) makes customer service better.
We’re the leading Artificial Intelligence company in the region with deep skills in Natural Language Processing and chat automation. Our product enables automating customer service chat. It is already used by major banks and telecom companies in the Baltics and Europe. We are expanding and are seeking for talented individuals like you to join.
Why you should care
It’s up to you. If you have interest in AI and front end development, this is your chance. We’ve got practical experience in deploying machine and deep learning systems to enterprise customers and know the ins and outs of our world. You get to learn from the best in a minimally bureaucratic environment with emphasis on delivering results.
What we expect from you
What you get in return
Satisfaction. No, for real. You get to work apply your skills in a no-nonsense environment and have major impact on the product and the millions of users that use it. In addition Tallinn city center office with great views and flexible work environment.
What next
Send CV and your github link to indrek (dot) vainu (at) alphablues (dot) com.
AlphaBlues HQ
Viru Väljak 6-20,
Tallinn 10153,
Estonia