The role of artificial intelligence in mobile first customer support

At Jitex 2024, Ahmad Ghasemi, the artificial intelligence product manager at Mobile First, announced the achievements and new solutions of this company in the field of customer support using artificial intelligence. In this interview, he explained some of the company’s artificial intelligence services and explained their role in improving the user experience and analyzing customer behavior.

Artificial intelligence in customer support and sentiment analysis

In this conversation, Ahmed Ghasemi introduced the artificial intelligence solutions of Mobile First for customer support. He explained that the company has improved the user experience by providing solutions such as intelligent chatbots and customer sentiment analysis. Ghasemi said: “The first mobile chatbot with the ability to convert text to voice and vice versa, as well as analyze users’ emotions, can recognize their problems and, if necessary, transfer the user to human support.”

This technology is able to analyze the emotions of users when talking to the system and, if signs of anger or discomfort are detected, direct the user to a real person to solve the problem.

Analyzing the performance of agents and customers

One of the other parts that Ghasemi mentioned was the analysis of conversations in the mobile first call center. He stated: “This system is able to evaluate the conversations of customers and experts and examine the customer’s feelings at the beginning and end of the call. Based on these evaluations, the performance of experts is also examined and necessary improvements are made.”

Ghasemi also emphasized: “In the field of converting voice data to text, First Companion has developed advanced models that are specifically optimized for telephone data.”

The future of chatbots and voice assistants in mobile first

Ghasemi also announced the development of a new chatbot that will be fully available to customers in the next one to two weeks. This chatbot is designed with multiple functionalities, including bill payment and providing quick solutions to users’ problems.

In addition, the first mobile voice assistant is in the final stages of development and will soon be available for public use. This product can be offered to large organizations in addition to first mobile customers.