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An AI Agent That Feels Human

BML Global

We created AMiE, a Natural Language processing tool designed to give back time to call centre colleagues and enhance the customer experience. ​

Using Salesforce’s Einstein we designed and developed a chat solution that integrates with Fleetwave, pulling relevant data about drivers and vehicles, to provide more accurate responses. The assistant was designed to align with call centre values; friendly, fun but always polite and informative. AMiE was trialled internally to understand hidden use cases, test the data models and secure internal backing. Customers’ self-serve knowledge enabled significant call reductions and created an omni channel and frictionless experience. 

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Employees Engaged

  • 4300 colleague took part in the internal trail to help with testing and providing valuable feedback. ​​

Sales Increased

  • A seamless experience drove a reduction in basket abandonment and uplift in sales. ​​​​

Productivity Uplift

  • 50% of time was spent on answering FAQs. With AMiE, colleagues can now focus on delivering more technical support. ​​

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