2016-05-21 17:35:51 Challenge: Michelle heads the Customer Services unit for a telecom company. She has a workforce of 160 spread across 3 shifts per day, so that on-call services are available 24/7 for the customers. There are days when service personnel are flooded with continuous calls all through their shift, and there are days where one or two stray calls come in. Michelle has to come up with a new resource plan for the next quarter while cutting costs of her department. She wonders if there is a smarter alternative rather than juggling her workforce to meet the demand. Solution: “Virtual Chat Expert” uses speech recognition and behavioural analysis to strike a conversation with the customer. It can interpret the dialog to identify customer’s grievances and find relevant solutions and convey them appropriately. It can assess their level of dissatisfaction and hence can be empathetic in its responses. It is ideal to handle the mundane responsibilities of customer care personnel. Result: Michelle decided to opt for “Virtual Chat Expert” and laid off majority of her unskilled workforce. This AI solution serviced most of the routine callers and in case of complexities smartly handed over the reins to the core service team. Thus she could deal with the variability in calls and keep the costs minimal.