How does this all work in practice?

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When a customer calls the contact center, a multitude of different parameters are processed in a matter of seconds, allowing for the most optimal solutions to be quickly selected for each request. Artificial intelligence analyzes the customer’s recent account transactions, checks possible limits, determines the customer’s location, segment, and behavioral characteristics. All of this happens instantly, allowing Sophia’s work to generate a pool of the most appropriate actions for any request.

For example, if a customer asks about a limit, the robot immediately checks what limit is italy consumer email list in question and performs the appropriate operation. Today, Sophia processes about 75% of all requests received by the contact center. These are millions of minutes of conversations, which are now processed not by people, but by artificial intelligence.

In the initial stages of Sophia’s work, the interaction was quite dry and impersonal. However, we are constantly improving her algorithms, and now the robot can respond to customer requests with more human features. Instead of dry answers, Sophia shows understanding and empathy, which has a positive impact on customer interaction.