A1 Bulgaria enhances customer care with agent ‘AVA’ built on Teneo
March 10th, 2023, Stockholm – Telecommunications services and ICT solutions provider A1 Bulgaria has gone live with ‘AVA’, a self-service digital agent to drive a better customer experience and to reduce costs, based on Artificial Solutions® Teneo.
A1 Bulgaria is part of A1 Group, a leading provider of digital services and communications solutions in Central and Eastern Europe with around 27 million customers, currently operating in seven countries: Austria, Bulgaria, Croatia, Belarus, Slovenia, the Republic of North Macedonia, and the Republic of Serbia.
AVA understands and responds to open questions from customers, typically within three seconds, allowing A1’s customer to check the status of their plan, troubleshoot basic network problems, or source the answers to simple questions, among other self-serve options.
Communicating fluently in Bulgarian, AVA is the first digital agent to be implemented by A1 Bulgaria’s customer services function, with more planned for launch in 2023.
Borislav Simeonov, Senior Director, Information Technology and Digital Transformation at A1 Bulgaria, said:
“At A1, we pride ourselves on the customer experience we offer. The introduction of AVA allows us to provide our customers with a fast, friendly, and intuitive way of addressing most of the questions they might have. As AVA’s capabilities continue to expand, and as we continue to deploy more applications, there’s no doubt the importance of Artificial Solutions’ Teneo platform in the digital transformation of A1 Bulgaria’s customer experience.”
Augustin Etman, Customer Success Manager at Artificial Solutions, added:
“AVA’s capabilities are central to delivering a seamless, speedy and, ultimately, superior experience for A1 Bulgaria’s customers. And it’s only the beginning. We look forward to expanding those capabilities further with a range of additional conversational AI capabilities that will interact with customers in Bulgaria”.
