Wehumans, Abai's groundbreaking digital human solution that specializes in the development of AI-driven digital humans, has created an avatar that can interpret and explain bills, bank statements and similar financial documents. This intelligent agent, based on generative AI and natural language processing, provides an efficient and scalable solution for dealing with the high volume of billing queries, freeing up human resources for more complex tasks. "Overloaded customer service centers, especially when it comes to billing issues, can significantly increase dissatisfaction among unserved customers," says Carlo Villegas, Head of Business Unit at Wehumans.
The use of artificial intelligence is emerging as an innovative solution to facilitate change in customer service. As Gartner notes, companies that use AI in customer service can reduce customer service costs by up to 30% and, according to Accenture, this technology can increase customer service agent productivity by up to 65%.
In this context, the AI avatar developed by Wehumans achieves, among other things, a significant reduction in call volume in customer service centers, provides 24/7 billing support, improves overall customer satisfaction and reduces operating costs. In addition, it has the potential to adapt to different types of invoices and financial documents, expand into other languages for multinational companies, and integrate with payment systems to resolve disputes and make adjustments in real time.
"The volume of customer service calls related to invoice queries varies from customer to customer, but at peak times we are talking about 8,000 to 40,000 queries per month," says the head of Wehumans' business unit. "This avatar can help reduce the requests by potentially catching 100% of the traffic. However, we prefer to be cautious and therefore suggest a gradual increase in the volume absorbed over time. For one of the leading telecom companies we work with, we have planned for the Avatar to absorb up to 90% of billing-related traffic. As traffic is gradually shifted to the avatar, the reduction in full-time positions will also become clear. The Avatar will therefore provide cost savings equivalent to the FTEs needed to handle the traffic, as well as a significant improvement in user experience."
Strengthening customer service
Customer service is entering a new era characterized by the need to leverage artificial intelligence to increase revenue, efficiency and customer satisfaction. Currently, 81% of customer service organizations in Spain are using or evaluating AI, and 87% expect to increase their investment by 2024. According to a Salesforce study, 94% of Spanish customer service employees who already use AI say that they save time by implementing this technology.
One area where AI is proving particularly useful is in the management of billing requests. The complexity of products and services in sectors such as telecommunications, financial services and energy, combined with the low level of financial knowledge in Spain, leads to a high volume of requests that overwhelm customer service centers.
According to a Zendesk study, 60% of customers believe that fast and effective resolution of billing issues is crucial to their overall satisfaction. This is especially true in the telecommunications sector, where customer satisfaction with billing is the lowest. A study by the CNMC found that 28% of complaints from telecommunications customers in Spain are due to billing errors.
