SaskTel’s digital mobile brand Lüm Mobile has tapped IT software solutions provider Alepo to launch Lümbot, an AI-powered virtual agent to provide customer support experience.
Lümbot harnesses generative AI (genAI). Unlike traditional chatbots, the TelcoBot.ai virtual agent comprehends and engages in human-like customer service sessions through large language models (LLM).
By learning and improving and having enough access to data, it understands context, resulting in dynamic and evolving conversations. It uses a backend IT system to complete tasks on behalf of customers.
The TelcoBot.ai Virtual Agent can switch between customer service sales Sales personas, solve customer problems, answer queries, sell upgrades, and provide relevant information for prospects.
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"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,” said SaskTel president and CEO Charlene Gavel.
Generative AI, pioneered by OpenAI, Microsoft, and Alphabet, has seen slower than expected adoption in digital customer service mainly due to “inaccuracy risk inherent with LLM, often referred to as 'hallucinations,’” Alepo said.
“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,” revealed Alepo CEO Sunil Diaz.
“Digital customer engagement is being reinvented by Alepo. The days of rigid chatbots and frustrating IVRs are over,” Diaz concluded.