Responding to customers in a friendly and prompt manner is essential to win their loyalty. But having good customer service is also a complex and expensive process. Due to increased customer requirements and standards, providing customer service has become a difficult challenge for customer-oriented organizations such as Vattenfall.

Challenge
How can we keep customer service affordable on the one hand, and grow along with the increasing service expectations of customers on the other.

Solution

A smarter customer service with AI

Hemisphere has implemented several AI models for Vattenfall that simplify the work on customer service. By automatically generating the design and summary from now on, a large part of the manual work is automated. This led to a direct cost reduction (4FTE) and also a +40% improvement in data quality.

What our customers say

Data

Half a million anonymized WhatsApp messages

Technology

CD/CI in Azure, PyTorch, HuggingFace Transformers, Kubernetes, Databricks

Scope

Prototype, Test and Implementation

Planning

Realized in 18 months

Level 4

AI optimization & implementation

AI is never a standalone solution. It requires a lot of fine-tuning and creating the right conditions to successfully land a Machine Learning model in an organization. Hemisphere knows what it takes to take these models to the next level. 

There are dozens of reasons why a model does not make it to implementation. Quality of (input) data, availability & costs of sufficient computing power and management are all well-known examples.

Hemisphere works with you to see what is needed to get more out of your AI solution. You can contact us from cleaning data and setting up HPC instances to offering customized Machine Learning SLAs.

Level 3

New AI model design

A costly hick-up in your process and do you have the feeling that only an AI solution can answer this? 

Hemisphere closely follows global AI development. This gives us a good idea of what is possible today. We have mastered various AI techniques on a broad level.

As a result, in most cases up to 80% of the final solution can be achieved in a design sprint of 2 weeks.

Level 2

Data engineering

The shift to cloud services offers organizations the opportunity to simplify their data processing. Companies that currently rely on batch processing can now implement continuous processing methods without disrupting their current processes. Rather than expensive rip-and-replace, the implementation can be incremental and evolutionary. 

By following the Extract-Transform-Load (ETL) methodology, data is processed and passed on in a qualitative and safe manner. This reduces the chance of errors in the data and provides the management team with the right data to base their decisions on.

Level 1

Data research

Data contains rich and often real-time information for a wealth of applications. By analyzing the large influx of customer contacts (anonymously), you are able to gain almost real-time insight into customer needs. Based on these insights, it is also possible to hyper personalize the offer. 

Hemisphere helps you make analyzes to understand the different trends and opportunities at the micro level. By responding to this, you exceed customer expectations and gain trust.