COEUS AI Assistant

As more and more consumers prefer virtual chats over traditional phone interactions, companies are struggling with quick, consumer- friendly virtual assistant chatbots. Young people entering the workforce or heading off to college are comfortable with technology and impatient with waiting on a live agent to answer their questions. Older people are often frustrated by automated phone services that can’t understand their spoken answers causing them to repeat the same information more than once. Call center agents are frequently required to pull information from multiple sources, reading and aggregating it to determine the answer for the irate customer holding on the line. This can lead to incorrect and inconsistent information being provided to your constituents. According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30-45 percent, which is more than double the average for all occupations in the U.S. Turnover this high increases training and on-boarding costs to keep the call center fully staffed.DFS has created a platform on top of IBM Watson Assistant to relieve these issues. Coeus can be implemented as either consumer-facing or agent assist or both. With agent assist, we provide fast and consistent information back to the call center agent decreasing call times and saving money for your company. With consumer-facing virtual assistants, our solution understands questions in natural language – either spoken or typed, and returns the answer in clear, concise terms in the language in which it was asked.