Wehumans, the innovative digital human solution from Abai, has unveiled an avatar specialized in interpreting and explaining invoices, statements, and other financial documents. This intelligent agent, powered by generative artificial intelligence and natural language processing, is designed to handle the high volume of billing queries, freeing up human resources for more complex tasks.
Carlo Villegas, head of the Wehumans business unit, explains that “saturation in customer service centers, especially regarding billing issues, can increase customer dissatisfaction due to lack of response.” The Wehumans solution aims to mitigate this problem by providing an efficient and scalable tool that improves query management and reduces workload in customer service centers.
Artificial intelligence is becoming a key solution for transforming customer service. According to Gartner, companies implementing AI in this area can reduce customer service costs by up to 30%. Additionally, an Accenture report indicates that this technology can increase customer service agent productivity by up to 65%.
The AI avatar developed by Wehumans not only significantly reduces call volumes to customer service centers, but also offers 24/7 support for billing queries, enhances customer satisfaction, and lowers operating costs. Among its additional benefits, the avatar can adapt to different types of invoices and financial documents, expand to multiple languages for multinational companies, and integrate with payment systems to resolve disputes and make real-time adjustments.
“The volume of customer service calls related to billing questions varies by client, but we are talking about ranges from 8K to 40K requests per month at peak demand,” says the head of the Wehumans business unit. “This avatar can help reduce requests, potentially absorbing 100% of the traffic. However, we always prefer to be cautious and therefore propose a gradual increase in traffic absorption over time. In the case of a leading telecommunications company we are working with, we have proposed up to 90% of the traffic be directed to the invoice avatar. Additionally, as the traffic diversions to the avatar gradually increase, a reduction in Full-Time Equivalents (FTEs) becomes evident. Therefore, the avatar has an impact on savings equivalent to the FTEs handling that traffic, as well as substantial improvement in user experience.”
Empowering customer service with artificial intelligence
Customer service is entering a new era marked by the need to harness artificial intelligence to increase revenue, efficiency, and customer satisfaction. Currently, 81% of customer service organizations in Spain are utilizing or evaluating AI, with 87% planning to increase their investments by 2024. As a result of implementing this technology, 94% of customer service professionals in our country who are already using AI state that it saves them time, according to a Salesforce study.
One area where AI is proving particularly useful is in managing billing-related queries. The complexity of products and services in sectors such as telecommunications, financial services, and energy, combined with low financial literacy in Spain, generates a high volume of queries that overwhelm customer service centers.
In fact, according to a Zendesk study, 60% of customers consider quick and effective resolution of billing issues crucial to their overall satisfaction. This situation is especially critical in the telecommunications sector, which records the lowest customer satisfaction levels regarding billing. In fact, a CNMC study revealed that 28% of telecommunications customer complaints in Spain are related to billing errors.
Source: MiMub in Spanish