ZOE - AI Assist

ZOE – AI Project for Service Request Automation

Overview
ZOE is an AI-driven solution created to automate and accelerate the process of opening service requests — a task that used to take up to ten minutes and required extensive customer interaction.

The Challenge
Manual service request creation is slow, repetitive, and prone to errors. In a Contact Center, this reduces efficiency and customer satisfaction.

The Solution
ZOE uses artificial intelligence, natural language understanding, and sentiment analysis to make this process faster, more accurate, and more intuitive.

There are two versions of ZOE:

• Co-Pilot Mode: works alongside the operator, guiding them through the right questions and automatically opening the request once all data is complete.

• Voice Mode: fully autonomous — ZOE talks directly with customers, asks questions, understands the context, and opens the service request without human intervention. It also detects sentiment and urgency, distinguishing between emergencies and schedulable services.

Integration and Impact
ZOE is integrated with our scheduling and dispatch systems (similar to Uber), automatically finding the best provider in the shortest time.

Results
The project significantly reduces service time, improves data quality, and enhances customer experience, setting a new benchmark for how AI can transform Contact Center operations.