Sem Parar, a leading company in automatic payment methods, has started using Azure OpenAI Service to improve the responsiveness and assertiveness of order solutions received on its digital customer service channel.
Through Carol, a virtual assistant, the company integrated Artificial Intelligence (AI) into the chatbot service through the WhatsApp channel and trained the assistant with more than 15 thousand interaction hypotheses. In addition, the project will include the insertion of new pieces of training.
With the adoption of Azure OpenAI Service resources, which includes natural language resources, Carol will respond intelligently and contextually to customer questions on WhatsApp, thus offering a more humanized and personalized service with efficient and resolutive solutions.
To insert the company in the era of generative AI and raise the level of customer experience, the Sem Parar team worked in an interdisciplinary way in squads guided by agile methodology. Compass UOL and Everymind are among the partners that created the chatbot and the integration with the Sem Parar system combined with Azure OpenAI Service solutions.
Carlos Gazaffi, President, Sem Parar, said: “The company invested in establishing an innovation unit specialized in Artificial Intelligence and in promoting its internal use. Initially, the project was for customer service via WhatsApp, but there are also plans to employ this technology in other areas.”
The expectation after this integration is to significantly reduce the time between the start of customer contact and the solution of the proposed demand. With more personalized and assertive service, the team also predicts an increase in the positive perception of the brand’s customers.
Beta phase
During the creation tests, the platform was configured with about 15,000 different questions and answers so that the virtual assistant could respond efficiently to each one.
The success rate in answering the questions always remained above 90%, reaching 100% in many of them. These variations occurred due to the different approaches of the statistical models used, which reveals a high level of accuracy. It allows customers to resolve their queries through a simple conversation with Carol.
The beta version of Carol is now available and adds to the company’s other active customer communication channels.
Paulo Scrideli, Technology and Digital VP, Sem Parar, said: “This launch is just the beginning of what we are doing at Sem Parar. Artificial Intelligence plays a crucial role in our strategy. We are focused on the future and ensuring that the transformation reaches our customers through various initiatives.”
Digital Transformation
This new project is part of the Digital Transformation movement the entire company has been going through, led by its holding company, the Fleetcor Group.
For the launch of this innovation, based on careful investigations, questions and answers were created that make up the main doubts of Sem Parar customers, coming from real situations and questions already existing in the FAQ.
In addition, the solution also considers writing characteristics that can encompass as many variations as possible, such as slang, word abbreviations, regionalisms and even spelling and typing errors, to provide a more natural and close understanding of what a human would do in the same situation.
Scrideli said: “A significant portion of our customers access us through a smartphone. It was a natural move to seek the help of AI to create an improved communication channel in which customers are at the center of our strategy and are heard and served in an efficient and personalized way.”
About Microsoft
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