🇲🇾 🎧 Customer serviceFrom a real public post
U Mobile tests live AI assist for call-centre agents
Reported as faster and more accurate resolution of enquiries; no figures given.
Done withAWS Live Call Agent AssistAWS Live Call Agent Assist (Amazon Bedrock, SageMaker)
1The problem
Contact-centre agents at U Mobile had to search for answers while customers waited on the line.
2Agent setup
A proof of concept from July 2024 used AWS live agent assist and post-call analytics, giving agents AI-retrieved answers drafted from U Mobile's knowledge base.
3Result
Reported as faster and more accurate resolution of enquiries; no figures given.
4Copy-paste prompt
Here is a call transcript [paste]. Summarise the customer's issue, what was promised, and the follow-up task, in five lines for the CRM.