Creating AI solutions that balance compliance, nuance, and performance is no small task. This customer story shows how SSE used Microsoft Copilot Studio and Azure OpenAI to build a virtual assistant capable of supporting customers with precision and personality. Learn how the solution drives efficiency and ensures regulatory compliance. Read the story to see what's possible, and contact NCS IT Ltd for guidance on bringing similar innovations to your business.
What is SSE's new virtual assistant?
SSE's new virtual assistant, named Nero, is a conversational AI tool built using Microsoft Copilot Studio and Azure OpenAI. It is designed to handle customer queries in a nuanced and conversational manner, improving customer interactions significantly. Since its launch, SSE has reported a 53% increase in positive customer reactions and a 99% improvement in intent recognition and answering.
How does Nero ensure compliance and accuracy?
To ensure compliance and accuracy, SSE has established a framework that allows Nero to draw answers from a comprehensive knowledge base while adhering to regulatory standards. The integration of Azure AI Foundry tools enables the virtual assistant to generate accurate responses while maintaining a conversational experience, ensuring that customer data is protected and responses are compliant.
What benefits has SSE seen from using Nero?
Since implementing Nero, SSE has transformed its customer service approach, handling around 280 customer conversations daily. This has allowed human agents to focus on more complex inquiries. The virtual assistant's high accuracy in understanding customer queries has led to a 53% increase in positive customer feedback and a significant reduction in missed messages, reshaping the overall customer experience.
Sign in with LinkedIn