CTT Portugal launches 'Helena', a customer service chatbot built on Microsoft Azure OpenAI
CTT - Correios de Portugal introduced 'Helena', a generative AI customer service chatbot based on Microsoft Azure OpenAI technology, implemented with Singularity Digital Enterprise (part of Devoteam) and Microsoft's support. It gives customers real-time informational and transactional help, such as parcel status, postcodes, savings certificate documents, post office opening hours, tolls and customs clearance, 24 hours a day, 7 days a week. The announcement is dated 15 November 2023 and gives no quantified results.
Overview
CTT - Correios de Portugal introduced 'Helena', a generative AI customer service chatbot based on Microsoft Azure OpenAI technology, implemented with Singularity Digital Enterprise (part of Devoteam) and Microsoft's support. It gives customers real-time informational and transactional help, such as parcel status, postcodes, savings certificate documents, post office opening hours, tolls and customs clearance, 24 hours a day, 7 days a week. The announcement is dated 15 November 2023 and gives no quantified results.
This entry has 11 published fields tied to exact passages in an immutable source capture.
Inspect the highlighted sourceThe challenge
CTT wanted to revolutionise the customer service experience, launching a new tool at the start of the peak season, a demanding period in which the number of items traded rises significantly.
The solution
CTT introduced 'Helena', a chatbot based on Microsoft Azure OpenAI technology, implemented with Singularity Digital Enterprise (part of Devoteam) and the support of Microsoft. It combines informational and transactional assistance in real time.
Reported business value
CTT says Helena offers customers real-time assistance on parcel status, postcodes, savings certificate documents, post office opening hours, tolls and customs clearance, available 24 hours a day, 7 days a week. The source gives no quantified results.
Sources
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This record was researched and written with AI assistance, and its claims were checked against the sources above. (EU AI Act art. 50 transparency notice.)
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