BOTSchool, the Conversational AI platform from Altice Labs’ Digital Platform and Services (DPS) division, deployed generative artificial intelligence on UZO’s customer service hotline (16205) on March 19.
This upgrade introduced a new use case for UZO’s Interactive Voice Response (IVR) system, enabling a generative chatbot to complement the traditional intent-recognition-based chatbot.
Whenever the traditional chatbot cannot identify a user’s intent, the generative chatbot – powered by OpenAI’s GPT model – steps in. It analyzes the misunderstood phrase or expression, attempts to identify the intent, or indicates if it’s invalid. If needed, the traditional chatbot asks the user to rephrase their request.
This integration makes the support line more efficient by delivering faster responses and improving intent comprehension. Early results of this generative AI implementation are very promising, showing a significant reduction in call transfers to human agents.