n partnership with LivePerson, the AI solutions for customer services provider company, Betcris has played an important role in the development and launch of LivePerson’s Spanish Natural Language Understanding (NLU) machine learning (ML).
As LivePerson’s NLU relies on AI and ML, Betcris was instrumental in advancing the technology. Through the operator’s involvement, 29 new intents have been classified and created, and over 100 phrases were gathered from agents using LivePerson’s AI Annotator. More than half of those are used to train the NLU.
Betcris has also improved the classified rate by 15% in 5 weeks, with a 91% confidence score and built automation fully containing 27% of conversations.
Before piloting the customer service solution and LivePerson’s full Al-suite, identifying and building out intents and automation was a manual process. The Betcris team would have to review chat transcripts to identify common intents. The level of difficulty of the task increased as the Spanish is a complex language, which varies according to each region. This was a challenge when it came to build automation instances for their broader audience.
The sensitive nature and high-stakes action of sports betting requires operators to be able to respond rapidly to customers’ needs, while providing a secure communications environment. This led to the interaction between Betcris and LivePerson, and the improvement of AI conversational tools that are able to address customer concerns.
Using LivePerson’s Intent Analyzer, the Betcris team was able to identify common phrases, build intents around them and create automation for the next scheduled maintenance to avoid unnecessary contact with agents.
The team was also able to respond quickly to website issues, receiving alerts when some pages are not properly loading the site maintenance messaging.
As a result, Betcris now has over 100 bots available in Spanish, English and Portuguese. They are all now live and ready to answer common customer queries.
In a press release published on Betcris’ official website, Conversational AI Expert at LivePerson, Chris Radanovic, spoke about the operator’s involvement in the process.
“Betcris has been an outstanding partner at every stage of the development and launch of LivePerson’s Spanish-language NLU”, he expressed. “The combination of their diligence and dedication to amazing customer experiences with our suite of innovative AI tools has already produced incredible results, and we’re excited to build on our successes to date”.