SSE creates a compliant, nuanced virtual assistant using Microsoft Copilot Studio and Azure OpenAI
Creating AI solutions that balance compliance, nuance, and performance is no small task. This customer story shows how SSE used Microsoft Copilot Studio and Azure OpenAI to build a virtual assistant capable of supporting customers with precision and personality. Learn how the solution drives efficiency and ensures regulatory compliance. Read the story to see what's possible, and contact Definitive Solutions for guidance on bringing similar innovations to your business.
What is SSE's new virtual assistant?
SSE's new virtual assistant, named Nero, is a conversational AI tool built using Microsoft Copilot Studio and Azure OpenAI. It is designed to handle customer queries in a nuanced and conversational manner, improving customer interactions significantly. Since its launch, SSE has reported a 53% increase in positive customer reactions and a 99% improvement in intent recognition and answering.
How does Nero ensure compliance and accuracy?
To ensure compliance and accuracy, SSE has established a framework that allows Nero to draw answers from a comprehensive knowledge base while adhering to regulatory standards. The integration of Azure AI Foundry tools enables the virtual assistant to generate accurate responses while maintaining a conversational experience, ensuring that customer data is protected and responses are compliant.
What benefits has SSE seen from using Nero?
Since implementing Nero, SSE has transformed its customer service approach, handling around 280 customer conversations daily. This has allowed human agents to focus on more complex inquiries. The virtual assistant's high accuracy in understanding customer queries has led to a 53% increase in positive customer feedback and a significant reduction in missed messages, reshaping the overall customer experience.
SSE creates a compliant, nuanced virtual assistant using Microsoft Copilot Studio and Azure OpenAI
published by Definitive Solutions
Definitive Solutions was founded in 1999 by Peter Meade who has over 30 years in the IT industry. We deliver IT managed services, cloud and security solutions to our SMB and Enterprise clients throughout Ireland and Internationally.
We are not just another MSP; our technical skill is given, but our success has been built on the ethos of trust and our focus is always on building strong relationships. Our approach is to really understand our clients’ business challenges and goals, and implement bespoke technology products and services which meet their unique business requirements.
As an independent private company, you can trust us to give impartial advice. We stand over every product and service we recommend and will only offer the right solutions for our clients. There is no such thing as ‘one size fits all’.
Our focus on professional trust and relationships does not just apply to our long-established clients; it continues within our dedicated team, evidenced by one of the strongest retention rates in the industry, and with our partners.
All of the growth and success our business has enjoyed is a result of our outstanding team of people and we all share a passion for providing the best customer experience.
Our clients range across all industry verticals including financial services, public sector, distribution, pharma and charities. Many of our clients operate within highly regulated industries, and adhere to strict compliance and regulation standards and we work closely with them to ensure their technology strategy is aligned with their compliance responsibilities.
Sign in with LinkedIn