Pošta Slovenije, Slovenia’s postal service, has set a record in digital communications by introducing the AI-powered voice assistant ‘Pia’, becoming the first company in Slovenia to integrate such an advanced AI solution.
What is Pia?
The Postal Interactive Assistant (Pia) is designed to enhance customer experience through natural, real-time conversations in 12 Slovene dialects. The approach will greatly reduce response times and improve service efficiency.
Pia will provide seamless assistance for queries related to shipment tracking, service details, pricing, and general information. Unlike traditional customer service systems that redirect users to SMS or chat support, Pia delivers direct responses by integrating with Pošta Slovenije’s internal support systems, which is a meticulously curated knowledge base. This approach reduces errors and ensures accurate, up-to-date information.
Vanja Belec, head of customer care at Pošta Slovenije, mentioned the transformative impact of Pia: “By introducing the very latest innovative solutions like the Pia voice assistant, we aim to offer our customers the best possible experience, and to help them get the information they want even faster. We believe this technology will help improve the performance of our contact centre, and increase customer satisfaction. We should highlight that it’s an AI solution, which of course is continually learning and improving itself.”
The integration of Pia has simplified the work of staff at the contact center and has also reduced their admin workload, helping staff to focus on more complex customer needs.
Marko Cegnar, general manager of Pošta Slovenije, “At Pošta Slovenije we are the first to have developed such an advanced solution tailored to Slovenian customers, which gives us a lead over others. Pia is not just a technological innovation: it is the future, combining advanced AI and a human approach, in that it allows for natural and intuitive communications, simplifies everyday work processes, and opens new opportunities for further upgrading the user experience.”
Source: https://www.posteurop.org/blog/posta-slovenije-becomes-the-first-to-launch-a-voice-assistant-at-its-contact-centre-capable-of-natural-conversation-in-12-slovene-dialects/
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