Introducing Beni: Pioneering the Next Generation of AI Customer Support

2024-05-17

Robot helping human in a library

An assistant in a library, searches through information to assist users efficiently.

At CBM Digital, we are thrilled to present our latest breakthrough in AI-driven customer support solutions: Beni, a state-of-the-art GPT-4o digital assistant crafted for Zen Internet. This detailed case study explores the development, integration, and operational success of Beni, illustrating its role in transforming customer service through intelligent, context-aware interactions.

Elevating Customer Service: The Role of Advanced AI

Zen Internet has consistently been a leader in providing superior internet services. With a commitment to enhancing customer support, Zen Internet collaborated with CBM Digital to develop Beni, an AI assistant powered by ChatGPT, designed to not only respond to queries but to understand and adapt to the context of each customer interaction.

The Making of Beni: Leveraging GPT-4o for Superior Customer Interactions

In the realm of customer service, the integration of AI has marked a new era of efficiency and personalization. Beni, developed by CBM Digital for Zen Internet, stands at the forefront of this revolution, powered by OpenAI's GPT-4o technology, the latest iteration of ChatGPT. This sophisticated AI model equips Beni with the ability to understand and process complex customer inquiries with remarkable nuance and precision.

What sets Beni apart is not just its foundational AI technology but its seamless integration with a comprehensive suite of backend tools. These tools enable Beni to access real-time data, ensuring that the support provided is not only immediate but also highly relevant to each customer's specific circumstances. The key components of this integration include:

  • Human Handoff Tool: Ensures smooth transition to human agents when AI encounters complex issues.
  • Active Services Tool: Keeps customers informed about the status of their ongoing services.
  • Order Tracking Tool: Provides real-time updates on customer orders from placement to delivery.
  • Latest Invoice Tool: Retrieves the most recent billing information for billing-related queries.
  • Service Details Tool: Offers detailed information about the services a customer is using.
  • Broadband Usage Tool: Monitors and reports on data usage to help manage internet plans.
  • Phone Usage Tool: Tracks call history and usage details for accurate billing and service queries.
  • Line Checking Tool: Conducts diagnostics to evaluate and resolve line issues.
  • Upgrade Products Tool: Guides customers through available service upgrades.
  • Case Lookup Tool: Streamlines the management and follow-up of customer service cases.

Impact in Action: How AI Enhances Customer Support Experiences

In the dynamic landscape of customer support, the integration of AI has become a pivotal element for enhancing service delivery. A prime example of this innovation is Beni, the GPT-4o powered assistant developed for Zen Internet. This case study presents real-world scenarios where Beni significantly improved the customer experience, showcasing its ability to utilize backend tools effectively to help users achieve their goals independently.

Simplifying Tech: AI-Assisted Router Setup

Note: Names in the following interactions have been anonymized to protect user privacy.

Anna, a new customer, was transitioning from another provider and needed clear, timely information to ensure a smooth changeover. She reached out to Zen Internet with questions about setting up her new router and the initiation of her broadband service. Here is how Beni facilitated this interaction:

User (Anna): "The router has arrived - what do I need to do? When will my broadband service begin? My previous ISP has written saying the last day will be the 16th. Although I've previously arranged with you (Zen) to change on the 20th - when my contract has ended. I don't really mind which, but would like to know what I need to do when."

Beni: "Hello Anna, Your new router has arrived, and here is what you need to do:

  • Connect your router to the Open Network Termination (ONT) device using the cable provided. Your router is an AVM FRITZ!Box 7530ax, and it doesn't have a power button, so once you've connected it to the power outlet, it will turn on automatically.
  • Once connected, the router will configure itself automatically, which may take a few minutes. You should wait for the setup to complete and for the router to show it has an internet connection. It will do this by displaying a steady 'Info' or 'Internet' light.
  • Finally, connect to your new Zen Internet wireless network using the Wi-Fi credentials provided with the router. You should find these on a card or sticker on the router itself.

Regarding your broadband service, it is scheduled to begin on the 20th of May, 2024. This matches the end date of your current agreement, ensuring a smooth transition. Your active product is Full Fibre 300, and the order for your service is already in progress, with activation planned for the 20th, as you've noted. Your current stage is still 'In-flight', which means everything is on track for the scheduled date. The reference for your order is *******-******. If you have any other inquiries or need further assistance, please feel free to ask."

User (Anna): "Thanks, Beni."

Beni: "You're welcome, Anna! If anything else comes up or if you have more questions down the line, don't hesitate to reach out. Enjoy your new broadband service with Zen Internet! Have a great day!"

This interaction highlights Beni's ability to provide detailed, context-aware guidance that is not only responsive but also anticipatory of the user's needs. By leveraging backend tools like the Order Tracking and Active Services, Beni accessed real-time data to deliver precise and relevant information to Anna, ensuring her transition to Zen Internet was seamless and stress-free.

Screenshot of the My Portal website with Beni chat window open

Beni, the AI assistant, appearing on the My Portal website for signed in users.

Smarter Payments: AI-Driven Financial Interactions

Another instance where Beni demonstrated its utility was when Claire needed assistance with her payment card details. Here's how Beni handled the request:

User (Claire): "How do I check my payment card?"

Beni: "I have checked your latest invoice for you, Claire. It seems there is an outstanding amount of £8.39, which includes VAT, due by May 13, 2024, for your cPanel Bronze product. Unfortunately, I'm unable to directly display your payment card details due to security reasons. However, if you need to update your payment card or check which card is currently on file, you can do this securely through the customer portal on Zen Internet's website. If you're unsure how to navigate the portal or update your payment information, I can guide you through the steps. Would you like me to help you with that?"

User (Claire): "Yes please."

Beni: "Great, I'm here to help, Claire. Here's what you need to do to check and update your payment card information: Go to the Zen Internet customer portal. Log in using your username (which looks like an email address) and your password. If you're not sure about your login details, they might be contained in previous communications from Zen Internet. Once logged in, look for a section typically titled 'Billing' or 'Payment Options'. Under this section, you should be able to see the current payment methods on file and options to update or change your payment card details. Please ensure you have your new payment card details to hand if you are planning to update them. If you can't find the section or are unsure at any point, I can connect you with a member of our team who can assist you further. Would you like me to transfer you to someone who can help you right away?"

User (Claire): "Ok. I've paid the overdue one with a new card."

This interaction showcases how Beni, using tools like the latest invoice tool, effectively guides users through secure processes. By accessing Claire's most recent invoice details, Beni provided clear, actionable steps for updating payment information, enhancing user autonomy and simplifying the customer service experience. This integration of AI with essential backend tools demonstrates a streamlined approach to managing sensitive tasks efficiently.

Building Smarter AI: Agile and Data-Driven Approaches

The development of Beni was rooted in agile methodologies, focusing on rapid prototyping, continuous user feedback, and iterative development. Extensive data analysis and user testing were crucial, enabling us to refine Beni's AI model to ensure accuracy and helpfulness in every interaction.

Redefining Customer Support with AI Innovation

Beni is more than just a chatbot; it is a transformative component of Zen Internet's customer support strategy. With its advanced AI capabilities and deep integration with backend systems, Beni provides personalized, efficient, and context-aware support. We look forward to continuing our journey with Zen Internet and seeing how Beni will further revolutionize the customer support landscape.

Interested in learning more about our innovative solutions and how they can benefit your business? Don't hesitate to reach out. Email us at contact@cbmdigital.co.uk for more details.