Meet ZET, Our Personal Voice Assistant
Customers of Zásilkovna will be assisted by an intelligent Voicebot which will answer the most common questions and speed up customer service.
We have launched a unique technology using Artificial Intelligence (AI), which is able to communicate very effectively with the customer. Unlike the existing system, where the customer has to press buttons and choose from fixed predefined menu options, the new intelligent Voicebot or virtual assistant, which we have named ZET, can have a natural dialogue with the customer.
ZET can answer the most common questions about Zásilkovna, find a parcel or extend its storage time, tell a joke or tell the exact time. In case of unusual or complex questions, or when English is detected, ZET transfers the communication to our operators. Live operators now have more space to attend to customers with more complex questions thanks to ZET, as it can handle routine calls without waiting.
“Hello, my name is ZET and I am an intelligent automatic assistant of Zásilkovna. You can talk to me, and you don’t have to press any more buttons.”
Voicebot with Artificial Intelligence
The customer no longer has to wait on the line to press a number according to the menu structure and can describe his/her request to ZET in one sentence. The introduction of advanced artificial intelligence technology significantly increases the customer’s comfort: the ZET operates in 24/7 mode, the customer does not have to wait in a line, the resolution of his/her requests takes place immediately, human errors and emotions are eliminated and the number of answered calls is significantly increased. Zásilkovna plans to use artificial intelligence not only for phone calls but also for email communication – this year, before the Christmas season, it plans to launch a Mailbot which can automatically sort and handle emails.
“Since the foundation of Zásilkovna, we have been doing our best to give our clients the best possible shopping and delivery experience. This is of course linked to the professionalism, speed and availability of our customer service. The number of parcels is doubling year-on-year, our customer service center receives more than 5,000 calls and 2,000 emails a day outside the peak season, and the demands on call center capacity are logically increasing. Before Christmas, we even expect more than 500 calls from customers at the same time, and this would be very difficult to manage without the help of ZET. In fact, ZET has another great feature – it can talk to an unlimited number of people at once. As a technology company, we were looking for a solution to further improve our customer service, so incorporating AI was therefore a logical step. And it wouldn’t be Zásilkovna if we didn’t play the role of pioneers, offer new solutions and try to offer our customers the best possible service,” says Simona Kijonková, founder of Zásilkovna and CEO of Packeta Group.