Alepo proudly
announces that Lüm Mobile, SaskTel's innovative all-digital mobile brand, has
launched Lümbot, a cutting-edge AI-powered virtual agent from Alepo to deliver
an all-digital customer support experience.
Lümbot, which lives on Lüm Mobile's website, harnesses the power of Generative
AI to provide subscribers with an unparalleled level of interaction. Unlike
traditional chatbots constrained by preset rules, Alepo's AI Virtual Agent is
able to comprehend and engage in human-like customer service sessions through
the use of Large Language Model (LLM). The AI Virtual Agent understands nuanced
subscriber interaction and offers a high task completion rate, measured by a
drastic reduction in escalations to human agents since it was soft launched
late last year.
Lümbot is designed to handle a wide range of inputs and can understand context,
resulting in dynamic and evolving conversations. By continuously learning and
improving over time through access to more data, Lümbot is fine-tuned for
specific tasks, making it more proficient in understanding human-like language.
Lümbot excels in maintaining context in conversation and using backend IT
system to complete tasks on behalf of customers. Going beyond standard virtual
agents, Lümbot intelligently adapts personas in real time based on session
context, offering a tailored experience for each user.
Charlene Gavel, SaskTel President and CEO, commented, "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.”
Sunil Diaz, Alepo CEO, stated: "Alepo is proud to partner with Lüm Mobile
in delivering an AI-driven solution that not only enhances its digital brand
but also boosts subscriber growth rates while effectively managing customer
acquisition costs.”
Generative AI, a promising technology pioneered by OpenAI, Microsoft (NASDAQ:
MSFT), and Alphabet (NASDAQ: GOOG), has seen slower than expected
adoption in digital customer service mainly due to the inaccuracy risk inherent
with Large Language Models, often referred to as 'hallucinations.' “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”, added
Diaz.
As more vertically specialized Generative AI integrators, like Alepo, are able
to solve the hallucination problem the adoption of generative AI customer
service is expected to accelerate, disrupting traditional customer service
tools and processes.
The TelcoBot.ai Virtual Agent is able to switch between Customer Service and
Sales personas, solve customer problems, answer queries, sell upgrades, provide
relevant information for prospects, all while providing an accurate, enjoyable,
frustration-free, chat experience.
“Digital Customer
Engagement is being reinvented by Alepo. The days of rigid chatbots and
frustrating IVRs are over.” concluded Diaz.
Lümbot is positioned to drive wireless subscriber take-up rates for Lüm Mobile
by delivering an unparalleled digital experience. The AI virtual agent platform
aims to make it easier and more enticing for customers to acquire services,
ultimately boosting subscriber satisfaction. Lüm Mobile and Alepo look forward
to the positive impact Lümbot will have on customer interactions and anticipate
it becoming an integral part of the innovative services provided to
subscribers.
AI artwork depicting
the future of digital customer service using
TelcoBot.ai Virtual Agent by Alepo (credit: AI Generated)
For more details on the Lümbot project, see the case study here.
About SaskTel
SaskTel is the leading Information and Communications Technology (ICT) provider
in Saskatchewan, with approximately $1.3 billion in annual revenue and nearly
1.4 million customer connections including more than 654,000 wireless accesses,
257,000 wireline network accesses, 295,000 internet and data accesses, 111,000
maxTV service subscribers, and 77,000 security monitoring customers. SaskTel
and its wholly-owned subsidiaries offer a wide range of ICT products and
services including competitive voice, data and Internet services, wireless data
services, maxTV services, data centre services, cloud-based services, security
monitoring services, advertising services, and international software and
consulting services. SaskTel and its wholly-owned subsidiaries have a workforce
of approximately 3,300 full-time equivalent employees (FTEs). Visit SaskTel at www.sasktel.com.
About Lüm Mobile
Lüm Mobile is Saskatchewan’s only all-digital wireless service. Lüm Mobile
operates on SaskTel’s expansive LTE network, which provides coverage to over
99% of Saskatchewan’s population. With no monthly bills, full speed data that
never expires, only pay for what you use, and no activation fees, Lüm Mobile
makes wireless simple and affordable.
For more information, please visit https://lum.ca/.
About Alepo
Alepo makes next-generation Gen AI transformation opportunities for telco’s a
reality, delivering advanced software solutions and services that enable
communications service providers to accelerate revenue growth, market share, and
business success on fixed and mobile networks. Alepo helps accelerate digital
enablement for networks of all sizes, including leading service providers
globally. Known as the go-to partner for all things data, Alepo’s innovations
are highly scalable, cloud-agnostic, and enable digital-first customer
experiences. Alepo is based in Austin, Texas, with a presence in all regions of
the world.
For more information, please visit https://alepo.com/ or email at [email protected].
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