SaskTel's Digital Mobile Brand Launches AI-Powered Virtual
Agent for Enhanced Digital Customer Engagement
- Lüm Mobile adopts Alepo's Virtual Agent for all-digital
customer experience
- Replaced old generation chatbot with human-like chat
experiences
- The vertically tuned and integrated LLM, harnessed by Alepo, is
as accurate as an experienced human agent.
AUSTIN,
Texas, Jan. 25, 2024 /PRNewswire/ -- Alepo
proudly announces that Lüm Mobile, SaskTel's innovative all-digital
mobile brand, has launched Lümbot, a cutting-edge AI-powered
virtual agent from Alepo to deliver an all-digital customer support
experience.
Lümbot, which lives on Lüm Mobile's website, harnesses the power
of Generative AI to provide subscribers with an unparalleled level
of interaction. Unlike traditional chatbots constrained by preset
rules, Alepo's AI Virtual Agent is able to comprehend and engage in
human-like customer service sessions through the use of Large
Language Model (LLM). The AI Virtual Agent understands nuanced
subscriber interaction and offers a high task completion rate,
measured by a drastic reduction in escalations to human agents
since it was soft launched late last year.
Lümbot is designed to handle a wide range of inputs and can
understand context, resulting in dynamic and evolving
conversations. By continuously learning and improving over time
through access to more data, Lümbot is fine-tuned for specific
tasks, making it more proficient in understanding human-like
language. Lümbot excels in maintaining context in conversation and
using backend IT system to complete tasks on behalf of customers.
Going beyond standard virtual agents, Lümbot intelligently adapts
personas in real time based on session context, offering a tailored
experience for each user.
Charlene Gavel, SaskTel President
and CEO, commented, "With the introduction of Lümbot, we are taking
a big leap forward in our digital journey, employing generative AI
and LLM technology to enable a holistic, end-to-end digital
customer service experience."
Sunil Diaz, Alepo CEO, stated:
"Alepo is proud to partner with Lüm Mobile in delivering an
AI-driven solution that not only enhances its digital brand but
also boosts subscriber growth rates while effectively managing
customer acquisition costs."
Generative AI, a promising technology pioneered by OpenAI,
Microsoft and Alphabet, has seen slower than expected adoption
in digital customer service mainly due to the inaccuracy risk
inherent with Large Language Models, often referred to as
'hallucinations.' "Through vertical fine tuning and prompt
engineering, we were able to reduce error rates to below human
agent levels, while increasing task completion rates, through
automated IT system integration. This is the TelcoBot.ai secret
sauce", added Diaz.
As more vertically specialized Generative AI integrators, like
Alepo, are able to solve the hallucination problem the adoption of
generative AI customer service is expected to accelerate,
disrupting traditional customer service tools and processes.
The TelcoBot.ai Virtual Agent is able to switch between Customer
Service and Sales personas, solve customer problems, answer
queries, sell upgrades, provide relevant information for prospects,
all while providing an accurate, enjoyable, frustration-free, chat
experience.
"Digital Customer Engagement is being reinvented by Alepo. The
days of rigid chatbots and frustrating IVRs are over." concluded
Diaz.
Lümbot is positioned to drive wireless subscriber take-up rates
for Lüm Mobile by delivering an unparalleled digital experience.
The AI virtual agent platform aims to make it easier and more
enticing for customers to acquire services, ultimately boosting
subscriber satisfaction. Lüm Mobile and Alepo look forward to the
positive impact Lümbot will have on customer interactions and
anticipate it becoming an integral part of the innovative services
provided to subscribers.
For more details on the Lümbot project, see the case study
here.
About SaskTel
SaskTel is the leading Information and Communications Technology
(ICT) provider in Saskatchewan,
with approximately $1.3 billion in
annual revenue and nearly 1.4 million customer connections
including more than 654,000 wireless accesses, 257,000 wireline
network accesses, 295,000 internet and data accesses, 111,000 maxTV
service subscribers, and 77,000 security monitoring customers.
SaskTel and its wholly-owned subsidiaries offer a wide range of ICT
products and services including competitive voice, data and
Internet services, wireless data services, maxTV services, data
centre services, cloud-based services, security monitoring
services, advertising services, and international software and
consulting services. SaskTel and its wholly-owned subsidiaries have
a workforce of approximately 3,300 full-time equivalent employees
(FTEs). Visit SaskTel at www.sasktel.com.
About Lüm Mobile
Lüm Mobile is Saskatchewan's
only all-digital wireless service. Lüm Mobile operates on SaskTel's
expansive LTE network, which provides coverage to over 99% of
Saskatchewan's population. With no
monthly bills, full speed data that never expires, only pay for
what you use, and no activation fees, Lüm Mobile makes wireless
simple and affordable.
For more information, please visit https://lum.ca/.
About Alepo
Alepo makes next-generation Gen AI transformation opportunities
for telco's a reality, delivering advanced software solutions and
services that enable communications service providers to accelerate
revenue growth, market share, and business success on fixed and
mobile networks. Alepo helps accelerate digital enablement for
networks of all sizes, including leading service providers
globally. Known as the go-to partner for all things data, Alepo's
innovations are highly scalable, cloud-agnostic, and enable
digital-first customer experiences. Alepo is based in Austin, Texas, with a presence in all regions
of the world.
For more information, please visit www.alepo.com or by email at
TelcoBot.ai@alepo.com
For media inquiries, please contact:
Sheetal Werneke at JSA
+1.866.695.3629
JSA_Alepo@jsa.net
View original content to download
multimedia:https://www.prnewswire.com/news-releases/lum-mobile-taps-alepos-telcobotai-for-generative-ai-customer-service-302044777.html
SOURCE Alepo Technologies Inc.
