VSP Improves Outsourced Customer Service Efficiency with twoday AI Agent

VSP

Finnish service company VSP, which provides outsourced customer service along with IT and telecommunication services, uses the twoday AI Agent application to make its customer service more effective and meet modern service demands.

About VSP

VSP is a Finnish company offering comprehensive solutions for customer service as well as IT and telecommunications. A key area of its business is outsourced customer service, allowing clients to focus on their core activities while VSP's professionals ensure a superior customer experience.

The Need for Modern Customer Service Solutions

With growing expectations for swift customer service, traditional methods fall short of meeting these needs. According to VSP, when companies focus too much on improving the speed and efficiency of customer service, they tend to overlook the fact that modern customer service is complex expert work. Quality and speed need to go hand in hand.

"Customer service is often seen as easy routine work, but it's actually demanding. High-quality customer service requires expertise, continuous information searching, and quick, accurate responses to customer queries," says Maria Österman, VSP's Development Manager.

AI Applications in Focus: Prioritizing Usability

About a year ago, VSP started looking into AI solutions for customer service to solve a major problem: providing customer advisors with quick access to current information about changing regulations and practices. For VSP, ease of use was important, as many available solutions required technical know-how for setup and maintenance, which could hinder their use within the company.

VSP was drawn to twoday AI Agent due to its advanced capabilities combined with a user-friendly UI. "The application's user interface, the ease of maintaining source material, and the possibility to guide AI agents without the need for coding skills made twoday AI Agent a good choice for us."

The Implementation of AI in Customer Service Processes

The partnership between twoday and VSP has led to mutual learning and the creation of new features and functionalities.

Österman emphasizes the importance of collaboration and co-creation when implementing AI.

"Integrating the AI Agent into our customer service processes involved training and workshops. We've been able to suggest new features, which twoday has incorporated into its product development," Österman notes.

Staying Open to Innovation is Crucial

VSP strives to remain up-to-date and offer practical solutions for its customers. "Our staff have reacted positively to the new technology, as AI does not replace jobs but rather makes our work easier and more productive," Österman explains.

The company believes in the advantages of AI, not just for internal processes but also for offering quicker and more precise service to end customers. "We've witnessed significant technological advancements within one year of using the AI Agent," says Österman.

VSP views AI as having the potential for broader societal benefits, especially in terms of better information management and service accessibility.

Österman encourages other businesses to explore AI, test new ideas, and see how AI could best be incorporated into their operations: "Using AI allows for the automation of routine service requests, faster processing of tasks, and reallocating human resources to more challenging tasks, ensuring the best possible service to customers at all times."

Lost in the AI jungle?

We're here to help.

twoday AI Agent is a fully developed and secure generative AI application for companies who wish to use their own data and have the possibility to select the underlying language model that suits them best, such as OpenAI's GPT, Meta Platforms' llama, or Finnish SiloAI's Poro.

Read more about twoday AI Agent:

Interested to know more? Leave your contact details and we'll be in touch.

Sami Pesonen

Sales, AI Agent

sami.pesonen@twoday.com

+358 40 571 1193

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