Quantiphi developed a virtual agent using Dialogflow ES for approximately 53 FAQs related to “Hayya SIM” in seven different languages, namely English, Spanish, German, French, Portuguese, Japanese and Korean.
To ease pressure on the Ooredoo Business Team, Quantiphi integrated the virtual agent solution with a Content Management Sheet which can be leveraged to dynamically update the responses to the questions without requiring Dialogflow ES expertise.
Live agent handover using Cisco Telephony as well as the ability to switch languages from English to other languages (vice versa) are implemented in Dialogflow virtual agent.
Analytics Dashboard with standard and additional Ooredoo need-based KPIs to track the performance of the virtual agent.
As part of the handover, a detailed knowledge transfer session on Virtual Agent, Dashboard and GCP infrastructure setup was provided to the Ooredoo Team.
During the support phase between October and December 2022, Quantiphi monitored the call logs and trained the virtual agent on user variations for respective FAQs and performed false training at certain places to improve the overall accuracy.

Achieved more than 98% accuracy of voicebot during the global sports events in Qatar 2022.
Achieved English accuracy of 98.6%, with six additional languages achieving accuracy greater than 90% during the event.
Around-the-clock (24×7) virtual agent availability and quick call containment, with an average handle time of two minutes.