SSE creates a compliant, nuanced virtual assistant using Microsoft Copilot Studio and Azure OpenAI | Microsoft Customer Stories
Improve customer conversations without sacrificing trust or compliance.
This customer story shows how Copilot Studio and Azure OpenAI helps SSE:
> Deliver more natural, context-aware customer interactions
> Increase positive customer reactions by 53%
> Achieve 99% accuracy in intent recognition and responses
Read this customer story to see how SSE is achieving measurable CX improvements with Microsoft Copilot Studio and Azure OpenAI.
What is SSE's virtual assistant?
SSE's virtual assistant, named Nero, is a conversational AI tool developed using Microsoft Copilot Studio and Azure OpenAI. It is designed to handle customer queries in a nuanced and conversational manner, transforming how SSE engages with its users. Since its launch, Nero has increased positive customer reactions by 53% and improved intent recognition and answering accuracy by 99%.
How does Nero ensure compliance and accuracy?
To ensure compliance and accuracy, SSE has established a framework of guardrails in collaboration with Microsoft. This framework allows Nero to draw answers from a comprehensive knowledge base while adhering to strict regulatory standards. The use of Azure AI Foundry tools, including Retrieval Augmentation Generation (RAG), helps maintain the quality and reliability of the responses provided to customers.
What future developments are planned for Nero?
SSE plans to evolve Nero into an omnichannel solution with multimodal capabilities. Future enhancements may include personalized analytics, voice interaction, and the ability to understand scanned documents and images of meters. This development aims to further improve customer service and empower users to manage their energy usage more effectively.
SSE creates a compliant, nuanced virtual assistant using Microsoft Copilot Studio and Azure OpenAI | Microsoft Customer Stories
published by Betasoft Limited
Located in Glasgow, Scotland, Betasoft have a 15-year track record in providing IT services to over 500 organisations in the UK and other regions. Since 2015 we have focused our business on Microsoft 365 cloud technology, helping businesses across many sectors digitally transform their business.
Sign in with LinkedIn