'Forma' is the name given to the virtual assistant that 1MillionBot has developed for the Directorate of Training Services of the Diputación de Barcelona.
La Diputación de Barcelona Every year it promotes a training offer aimed at professionals in the basic social services of local authorities in the province of Barcelona. The objective of this training is to offer knowledge, tools and resources for professional updating and improvement in the provision of services to citizens.
From the Training Services of the Barcelona Provincial Council they detected that, on a daily basis, the majority of the queries they resolved by phone were on the same topics. The doubts of the users were mainly related to information about the courses that were offered, the pre-registration process, the allocation of places, access to any of the corporate applications, the evaluation of the training carried out, as well as obtaining the accreditation relevant.
Form, customer service in training issues
Due to the need to improve telephone service through new technologies, the Training Services together with the Department of Technology Services and Corporate Services of the Diputación de Barcelona, have developed together with 1MillionBot a chatbot whose objective is to try that a large part of these telephone calls can be answered.
The objective of the 'Forma' chatbot is to provide answers and solutions to the majority of queries made by users (problems entering applications, password reminders, general questions).
According to raquel pomares, Director of the Linguistic Area at 1MillionBot, ” Chatbots with artificial intelligence technology represent a great advance in telephone service, because it allows them to provide service to customers/users 24 hours a day, 7 days a week, they can answer questions automatically without human intervention and they can also support multiple customers at the same time.
"Intelligent virtual assistants can automatically and instantly solve the most frequently asked questions from customers, another added advantage is that the chatbot is dedicated to covering the most repetitive tasks and the support staff can be dedicated to solving those more complex questions or those that are out of the ordinary with the consequent increase in customer satisfaction."