Case Study

Abby Connect now boasts an advanced web portal and mobile app that enhances customer experience, available on both Android and iOS thanks to Scopic’s AI integration.

About Abby Connect AI

Abby Connect, established in 2014, is a leading provider of virtual receptionist services. They provide live receptionists and live chat support, helping companies turn more callers into customers by providing exceptional customer care. They remain deeply proud to be the top choice for receptionist and customer service for businesses of all sizes including lawyers, accountants, CPAs, and home or commercial services across the United States and Canada.

The Challenge

With their inherent pursuit of innovation, Abby Connect faced the challenge of managing a high volume of customer interactions daily. The value of the service eventually had to come from not just completing those interactions with speed and efficiency, but from doing so in a way that elevated the quality of each customer’s experience. The first step for them would involve the development of a portal and mobile app. To them, the involvement of AI to keep up with today’s ever-changing market was not as evident firsthand but would eventually become a priority based on Scopic’s insights on the project.

The Solution

To address these challenges, Abby Connect partnered with Scopic, a leader in software and AI development services. After careful review, Scopic’s AI experts outlined the perfect solution: to build a web portal and mobile app (offering versions for both Android and iOS), as well as the use of some of the most advanced AI technologies in the market to enhance caller experience and optimize customer service management through their features “call summaries” and “caller sentiment feedback”.

The Result

The implementation of AI technologies transformed Abby Connect’s service delivery, providing:

Fast, Accurate Call Transcripts: AI-powered transcripts offer detailed, error-free records of every conversation, enhancing data accuracy and service quality.
Instant Call Summaries: AI-enhanced summaries provide quick insights into call content, allowing for faster response times and better customer service.
Caller Sentiment Analysis: Each call is analyzed for sentiment, enabling Abby Connect to quickly address potential issues and improve customer satisfaction.

These AI enhancements led to a more efficient operation, significantly improving customer interaction and satisfaction without increasing staff workload.

Technologies and Tools

OpenAI GPT-3.5 and GPT-4 Turbo: Leveraged for generating intelligent, context-aware interactions and summaries.
AI-Enhanced Sentiment Analysis: Utilized to evaluate and respond to customer emotions effectively.