The customer service industry is destroyed by her invasion artificial intelligence and the dizzying growth of technologies such as ChatGTP, producing responses that are sometimes “eerily” adaptable to human and physical tone. The scale of industry automation in the coming years will be so great that there are many who even talk about the “cancellation” of call centers and in general the traditional customer service centers that we come to. in touch every day to solve all sorts of problematic tasks, from receiving reimbursement for the purchase of goods, to issuing important documents to public services.

It is expected that by 2026 every tenth workplace of employees in these companies will be automated.

Recent Gartner research By 2026, the customer service industry is estimated to be able to cut staff costs by up to $80 billion through the adoption of conversational AI technologies. The same survey conducted in August 2022 found that contact center spending on such technology approached $2 billion last year. “We estimate that approximately 17 million employees currently work in customer service centers around the world,” said Daniel O’Connell, chief analyst at the company. “Many organizations face challenges such as staff shortages as well as the need to contain labor costs. This accounts for 95% of their total costs,” he claims, adding that “conversational AI technology makes employees more efficient while improving the customer experience.” Gartner predicts that by 2026, 1 in 10 employee tasks at these companies will be automated by 2026. This is 1.6% more than already automated thanks to artificial intelligence.

Many chatbots cannot find solutions for “out of the list” requests.

Of course, call centers often give limited answers to user questions, a problem that is usually exacerbated when so-called chatbots or other digital assistants come into play. These are the “machines” that companies use when contacting the end customer in order to better serve them. However, the results are often not as expected as many chatbots answer a finite number of questions without finding a solution for “out of the list” requests. This, in addition to wasting time and a reasonable loss of self-control on the part of users, reminds us how much human presence is needed to properly serve them.

“We help people, we don’t replace them”

“From 2014 to 2017, when using chatbots, if we wrote something other than the default parameters, chaos ensued. So from the very beginning we were looking for someone to serve us. However, since 2018, natural language processing technology, a subset of machine learning that deals with methods of learning and understanding language, has begun to be introduced. Since then, artificial intelligence has begun to gradually infiltrate these systems, whereby the system can understand and respond to text with spelling or syntax errors or something it has never seen before. Panos Karagiannis, co-founder and CEO of Greek startup Môveo AI, speaking at a press briefing on the transition from the first generation of chatbots in 2014 to artificial intelligence.

Launch, Creation of Panos and Giorgos Karagiannis, and Thanos Papadimitriou, works in the popular conversational AI industry and has developed a platform that allows businesses to design, develop and manage their own AI virtual assistants without having to know the code. “When our customers connect to the Môveo artificial intelligence platform, all they have to do is provide us with unstructured information, whether in pdf format, on a website, or as their internal business knowledge in PowerPoint. Our system understands what has been said and creates a virtual assistant that listens exactly to what it is told,” explains Panos Karagiannis, adding that each enterprise’s virtual assistant can and does improve itself based on questions asked by end users.

Founded in the midst of the pandemic, the company has 40 customers in 85 countries in 2021 and its technology is available in 21 languages. In fact, it serves over two million users per month. Its clients include Skroutz, Attica Bank, Avis, Everest, Brazil’s Tabas, etc., and its platform is also used by civil society organizations such as the Ministry of Foreign Affairs and the OSCE. Talking about their goals, the team wants to enter the markets of Brazil, South America, the USA, etc. in the next period, which will be achieved by securing additional funding. The company is already in talks with 10 investment funds (two Greek and eight international) to raise additional liquidity, which the company says is profitable and expects revenue (ARR) of around 2.5 million in 2023. “Brazil is an interesting market where we see an extremely high level of use of our technology. Our system is already serving one million Brazilians,” emphasizes Papadimitriou, explaining that “we are helping people, not replacing them.”