The collaboration between Gorilla Services and Neople brings AI technology to the workplace and to more customer service centers.
This is an exclusive collaboration between the companies from Brabant. Gorilla Services is an expert in Freshworks and monday.com. These are systems for work and project management and customer relationship management. This collaboration aims to increase efficiency and customer satisfaction for support teams.
Joachim Beckmann, Director of Gorilla Services, explains: “We have over 1,600 customers and we saw something remarkable in the group that works with Freshworks. For their AI goals, they don’t use Freshworks’ AI resources, but Neople. Neople is better in local languages, Dutch and German. That’s why we’re taking it up.”
“We prefer to call Neople digital colleagues for people in customer support teams. They are trained on the relevant internal company documents and learn from conversations and improve the conversations,” Neople co-founder Menno Zevenbergen previously told Emerce.
What does an AI temp do? At helpdesks, they help formulate answers. A human colleague can adjust those answers if necessary before they are sent, but the more experienced the machine is, the more accurate the answers. A built-in feedback loop ensures that the quality of the answers is weighed.
Beckmann: “We don’t position it as an add-on to software, but as an extra employee. The neople is also onboarded as an employee. He removes repetitive tasks. That’s why it’s not a threat to the existing employees, because they take away less enjoyable work.” Gorilla Services has appointed two employees to support Neople implementations.
Training a bot takes two to three weeks. Beckmann’s clients want to use the AI employees to handle peak demand, for example. Think of web shops that are flooded with product and delivery questions around Sinterklaas and Christmas. These kinds of simple questions can easily be efficiently submitted to a bot. The employer does not have to temporarily hire extra employees for customer service.
Photo: Arlington Research, Unsplash
Source: www.emerce.nl
