Profee, a fast-growing global money transfer service, has plugged a high-tech chatbot that mimics the work of a customer service specialist into its customer service and support process. Based on artificial intelligence, the bot is able to instantly identify a user request and provide answers, suggest remittance solutions or direct them to a support staff.
Thanks to a transformative machine learning architecture, the Profee bot responds in one go, recognises typos and even factual mistakes, slang, and individual user traits, so the user writes as they feel comfortable and the chatbot understands them.
The chat bot interacts with customers both before logging in to the website and after accessing their personal accounts.
The bot now handles 55 per cent of user interactions without referring the user to a Profee agent. Thus, it reduces the workload of the customer service team twofold. For now, the bot is available to Profee website users, and after successful testing it will be extended to the Profee apps for iOS and Android devices. As the bot is trained and its functionality is enhanced, the company plans to achieve 85 percent successful interactions with users with no Profee support engineer involved.
Further features of the chatbot will cover finding non-trivial connections in the dialogue with users and delivering pertinent responses to queries not tied directly to remittances.
The chatbot uses NLP (natural language processing) and NLU (natural language understanding). Information is processed based on statistical matches covering a wide range of frequently asked questions. The NLU platform allows the flow of messages to be analysed so that the meaning of the information can be found in context. This enables Profee's chatbot to learn from the information received during each interaction and proceed as appropriate, improving the quality of the company's interactions with customers.
The average response speed is about five seconds, and in case a query cannot be answered, the message is automatically forwarded to a customer support operator.
The same security requirements and standards that are applicable to all Profee software have been applied to the launch of the chatbot. For the user, chatting in the bot is completely secure - their data is not transmitted to third party services and the data is handled entirely within the Profee system outline.
Ulugbek Mamadzhanov, Head of Customer Support at Profee: “We are constantly working to improve the quality of customer service. Machine learning and artificial intelligence technologies allow us not only to automate processes and reduce costs, but also to significantly increase customer loyalty. The value of the implemented chat bot increases as Profee's customer base grows. The bot shows great potential. We rate the initial launch results above expectations, both in terms of how our customers perceive the innovation, and in the percentage of requests handled automatically.”