Vipnet Introduces Robots as Customer Service Representatives

Total Croatia News

The robots should enable a stronger focus on user experience.

Vipnet, one of Croatia’s largest telecommunications operators, has introduced a new service called Connect All, with digital assistants which help interact with customers. It has also launched robots to speed up operational processes at the Customer Service Department, reports Jutarnji List on October 10, 2017.

The company has turned to digitising user experience, and new robot agents will enable the company to focus on customers. For this purpose, a digital sales consultant has been introduced which will allow customers to choose services according to their wishes with just a few clicks.

“By digitizing user experience and sale channels, we will allow our users to have a simpler access to our services and products because the goal is for users to have all the control in their hands, regardless of the point of interaction with Vipnet as a telecom operator,” said Ivan Skender, a manager at Vipnet.

Vipnet has also introduced an innovative Vip chatbot that can be contacted via the company’s Facebook page. This is the first step in exploring new ways of digital communication with Vipnet users and the foundation for the next phase that will lead to artificial intelligence, according to the company’s statement.

For example, Vip users will be asked a question like “Do you use your mobile phone camera often?” If the answer is yes, the chatbot will recommend mobile phones with a high-quality camera. Vipnet will ask a series of question in order to narrow down the selection and finally choose the device.

“Vipnet has been developing innovations for years, and with these new ways of doing business, in collaboration with customers and startups, we are creating a new generation of user experience in the digital age,” said Skender.

For repetitive operations, the company has introduced robots which will perform these tasks several times faster than a human and with fewer mistakes. “Agents who used to perform these tasks will now have more time to focus on end users and on the improvement of their user experience,” he said.

The company also offers the possibility of digital payment by scanning a code with a mobile device, and it also has the Pick It Up at Vip service, which makes it possible to pick up products bought through the website at individual Vip Centres.

Translated from Jutarnji List.


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