Why they called us
Tesco Mobile, like any other provider, has its own call center that receives hundreds, maybe thousands of queries every day. But answering the same questions repeatedly isn’t fun for anyone. Plus, it unnecessarily burdens colleagues who could focus more on more complex cases. So, Tesco Mobile picked up the magic phone and wished for a chatbot (from us).
Our solution
The operator’s target audience is diverse, and the range of questions is wide. Together with Tesco Mobile, we compiled a set of answers to frequently asked questions and developed both a standard communication structure and an advanced NLP model. 66 % of queries receive the correct answer on the first try, and 84 % of users rate the conversation positively. Chatbot SURI is a dream come true!
“Building a chatbot that satisfies every customer group of a mobile operator is no easy task. Still, we managed to train an NLP model that, after a year, delivers excellent results and finds an answer for everyone.”
Jana Kup, Account Manager
Have you met? This is SURI
You might already know Tesco Mobile’s mascot from TV. SURI now has another job, becoming the avatar of our chatbot. And what’s more, it even greets customers with its own voice (or rather, the voice of Jan Dolanský).
How the chatbot works in the call center
Balance is important
No one needs to worry about their job! At Tesco Mobile, they wanted the chatbot to be the best possible assistant for their operators. SURI handles basic queries and is always happy to hand over to live colleagues.
Ask away, please
SURI gives customers the option to search for answers within a predefined set or to simply type their question. The NLP model helps by matching the question with the correct answer and responding instantly.
Transfer to operators
SURI can’t handle everything on its own, like number porting; that’s where our partner mluvii comes in, ensuring a smooth transfer to live operators. The operator has access to the chatbot conversation history and can seamlessly pick up where SURI left off.
SURI’s results after the first year
What they said about us
We chose Feedyou to bring our mascot SURI into a new online form. And it was a great choice, as despite the initial complexity of the NLP model, we ended up with a chatbot that truly helps our call center. We managed to find a balance between the chatbot and live operators, who now have more time to handle complex cases. Michal Matejicny, Finance Manager @ Tesco Mobile
What else do we have planned?
Chatbot SURI currently appears only on the main Tesco Mobile pages, where it assists with general inquiries. But it’s already headed elsewhere—such as the My Family subpage, where it will answer questions about the family package. We’re also planning to integrate it into competitions, where SURI will help create lists for subsequent email campaigns.
About Tesco Mobile
Tesco Mobile Czech Republic is an independent mobile virtual operator founded by O2 Czech Republic and Tesco Stores ČR. Tesco Mobile aims to offer simple solutions for everyday life with added value.
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