CTT introduces first chatbot with Generative Artificial Intelligence for customer service

15 de Novembro, 2023

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CTT - Correios de Portugal, has just introduced the first chatbot powered by Generative Artificial Intelligence (ChatGPT), with the aim of revolutionising the customer service experience. Based on Microsoft Azure OpenAI technology, 'Helena' offers an unrivalled level of support to all CTT customers, providing real-time assistance that combines informational and transactional components.

According to Cláudia Serra, Director of Customer Support and Voice at CTT, "we are one of the first companies in the country to incorporate ChatGPT into our customer support services and this is naturally a source of great pride and enthusiasm. Helena' is more than just a chatbot, from now on she represents a dedicated ally for our customers that reinforces our commitment to offering quality customer service throughout the entire value chain. This is just the start of a journey that will continue to use the latest technology to benefit our customers”.

Implemented with the partner Singularity Digital Enterprise, part of Devoteam, and the support of Microsoft, this new tool is being introduced at the start of the peak season, an extremely demanding period in which the number of items traded rises significantly. This is just one of the many investments made by the company to make this the best peak season ever in terms of quality and customer service.

As of today, CTT customers will be able to ask 'Helena' about the status of their parcel, the postcode of an address, what documents are needed to subscribe to savings certificates, what the post office opening hours are, how to pay tolls, how to clear customs, among many other pieces of information that are made available immediately. 

CTT's new virtual assistant is available 24 hours a day, 7 days a week, 365 days a year.