Partner today launched an ambitious plan to integrate AI agents into its customer service operations. The service, described internally as the company\u2019s \u201cAI Agents Team,\u201d was developed in collaboration with the company Wonderful.<\/p>\n
As part of a large-scale customer pilot conducted over the past few months, a notable figure emerged: According to Partner, up to approximately 50% of inquiries were successfully handled end-to-end by AI agents, without the need to transfer the customer to a human representative.<\/p>\n
The new service includes three personas, each given a name: \u201cBar\u201d provides phone-based support for technical operation and troubleshooting of TV remote controls, including replacement of remotes via delivery or pickup. In the coming days, its capabilities will be expanded further into additional TV support and operational areas. \u201cRomi\u201d provides phone and WhatsApp support for international roaming services, including purchasing travel packages abroad, usage information, and more. \u201cRotem\u201d provides phone-based support for financial-related inquiries.<\/p>\n
According to the company\u2019s announcement, Partner continuously trains and improves its AI agents to ensure a natural and clear service experience. To that end, the agents were given human names, they understand natural language, conduct fluid conversations in an informal tone, do not interrupt customers, ask follow-up questions, and repeat customer statements to verify information. When necessary, inquiries are escalated to a human representative or directed to a relevant digital channel, ensuring the customer always reaches the right solution.<\/p>\n
Alongside the AI agent team, Partner\u2019s technology division, led by VP Eldad Peiles, independently developed over the past year an AI-based system used for evaluating representatives and monitoring service quality. The system enables managers to conduct precise, real-time feedback, improves learning processes in service centers, and provides customer service representatives with fast and effective call summaries.<\/p>\n
Partner VP of Private Customers, Maya Radoshinsky, said: \u201cCustomers want simple, fast, and accurate responses, at any time and through any channel. Partner\u2019s AI Agent Team was built exactly for that purpose \u2013 to remove barriers, shorten processes, and make every interaction easier, with a new standard of availability and simplicity. At the same time, it allows our service representatives to focus on moments where humanity, empathy, and judgment make all the difference. For us, technology is not a replacement for service\u2014it is a way to upgrade it.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"Partner today launched an ambitious plan to integrate AI agents into its customer service operations. The service, described…\n","protected":false},"author":2,"featured_media":33086,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2],"tags":[7685,24,25,134],"class_list":["post-33085","post","type-post","status-publish","format-standard","has-post-thumbnail","category-ai","tag-partner","tag-ai","tag-artificial-intelligence","tag-technology"],"_links":{"self":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts\/33085","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/comments?post=33085"}],"version-history":[{"count":0,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts\/33085\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/media\/33086"}],"wp:attachment":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/media?parent=33085"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/categories?post=33085"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/tags?post=33085"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}