Finnish telecommunications company Elisa recently replaced its functional chatbot — which answered customers’ routine questions — with an intelligent virtual agent (IVA) called Annika. Executives at the organization expect this sophisticated new robot to engage callers with more empathy and depth than its predecessor.
As Mailiis Ploomann, Head of Telecom Services at Elisa, told its partner MindTitan, “The most important thing for any telecom company is to be there for your customer exactly when they need a solution, whatever question or problem they may have.”