|i don't care||No contact reason||-||Send return voucher||-||-|
|My husband says nothing has arrived yet, although the bill has already been paid||Package not received||Package not received||Invoice missing||Invoice missing||Send invoice|
|We are onholiday form monday unfortuntaly. Can i still send the dishwashre back atthe begining of june?||Extend return period||Extend return period||-||-||-|
|Please do not call again||Unsubscribe from newsletter/No contact||Unsubscribe from newsletter/No contact||-||Unsubscribe from newsletter/No contact||Unsubscribe from newsletter/No contact|
|unsubscribe||Unsubscribe from newsletter/No contact||Unsubscribe from newsletter/No contact||Cancel order||Unsubscribe from newsletter/No contact||-|
|Can I exchange the dog leash later?||Extend return period||Extend return period||-||-||Extend return period|
|I somehow lost the return slip. Could I have it again?||Send return slip||Send return slip||Extend return period||Extend return period||Extend return period|
|I accidentally pressed order, please do not send.||Cancel order||Cancel order||-||Cancel order||Unsubscribe from newsletter/No contact|
|Has it been sent out?||Package not received/When is the delivery?||When is the delivery?||When is the delivery?||-||-|
|All contact reasons recognised||One contact reason recognised||No contact reason recognised||Contact reason incorrectly recognised|
AI Made in Germany makes it possible: VIER recognises customer concerns in text messages better than the competition! We tested the AI of leading providers on the basis of identical training data. The initial question: Which artificial intelligence recognises the most frequent customer concerns in the contact centre best? When it comes to correctly recognising customer concerns, VIER's artificial intelligence delivers more precise results than the AI on which the solutions of leading providers are based!
VIER's AI correctly understands 88% of all customer concerns, while IBM Watson's only understands 84%. Google Dialogflow and Rasa share third place with 82%.
VIER is also clearly ahead of the competition in terms of F1 score, with a value of 0.92 in the test. Google Dialogflow and Rasa both achieved a value of 0.87 here, whereas IBM Watson brought up the rear in the comparison with an F1 score of 0.78.
In practice, this means that with around 100,000 customer enquiries per month, VIER can correctly process around 5,000 more on average than the competition. Thus, customer service teams gain valuable time for enquiries where empathy and persuasiveness are required, such as in consulting and sales.
VIER understands incoming customer requests and thus determines the concern, the concrete content as well as the mood of the customer in a message.
On this basis, the AI can pre-process and answer incoming requests fully automatically and supports customer service teams with dynamic recommendations for action in real time. A variety of input and output channels such as common CRM systems, emails, chatbots or voicebots are supported.