Pošta Slovenije has become the first company in Slovenia to launch a voice assistant at its contact center capable of natural conversation in 12 Slovene dialects, helping improve the user experience and reduce the time for resolving queries, and setting new standards in digital communications.
The Postal Interactive Assistant, or Pia, voice assistant is based on the latest AI technology and helps customers with their queries about shipment tracking status, services, price lists and general information, without redirecting them to other channels such as SMS or chat systems.
Pia takes data directly from Pošta Slovenije’s support systems, a carefully prepared knowledge base and integration with the website, which eliminates misinterpretations and reduces the chances of error.
Vanja Belec, head of customer care at Pošta Slovenije, explained, “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 center and increase customer satisfaction. We should highlight that it’s an AI solution, which of course is continually learning and improving itself.”
The introduction of the voice assistant has simplified the work of staff at the contact center and has also reduced their admin workload. Now the basic information is prepared for them in real time by the AI, enabling staff to focus on the more complex customer queries.
“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,” commented Marko Cegnar, general manager of Pošta Slovenije.
“The Pia voice assistant represents a great step forward in our commitment to innovation and excellence of service. 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.”