UMA: the virtual assistant for speed and quality of service
UMA is the virtual assistant developed by Edge UOL that uses artificial intelligence to increase efficiency and agility in customer service. Automated through chatbot, the solution was implemented in the company’s own operations and reduced the average call resolution time by 40%.
Our challenges
- Improve the customer experience;
- Add value to the service operation;
- Increase assertiveness;
- Ensure more agility.
Our solution
Development of a virtual assistant by chatbot to carry out:
- Screening of tickets;
- Activation in Portuguese for notification of crisis;
- Automatic scheduling for acting on tickets;
- Monitoring of SLA for services according to the contract;
- Presentation of the Client’s X-ray;
- Response to the ticket status request.
Our differentials
- 55% reduction in the screening of tickets;
- 90% increase in communication agility and effectiveness to notify stakeholders;
- Provision of professionals for more technical and creative activities;
- 40% reduction in average solving time;
- Automation of repetitive and daily activities for greater productivity;
- User autonomy;
- Change and crisis management via Slack;
- Restructuring of team activation via Slack;
- Integration with Jira;
- Integration with monitoring tool.
