DNA launches real-time AI-voicebot
DNA is introducing a new customer service solution that can engage in real-time conversations with customers, regardless of time, location, or language used. The solution leverages the Genesys Cloud customer service platform and Microsoft OpenAI technologies. DNA business customers can utilize this seamless and real-time technology in their customer service operations.
The solution developed by DNA combines customer service with conversational AI. Multilingual capabilities are one of the significant benefits of the voicebot; customers can receive service in the default language found in the customer information system, or they can choose the language in which they wish to continue the conversation with the bot, enhancing customer experience. This solution is the first of its kind in Finland as a voicebot. DNA also plans to utilize the developed voicebot in its own corporate and consumer customer service and continuously innovate to meet both the company's own needs and the demand for customer service solutions offered to its business clients.
“We offer a real-time voicebot to all companies utilizing the Genesys Cloud solution. The solution we have developed enables seamless communication between Genesys Cloud and Microsoft OpenAI. The voicebot responds to customer inquiries without delay in any language. The voicebot speaks fluently and naturally, and the conversation feels as if it is taking place with another person, even accounting for interruptions or topic changes that occur in natural human speech. The final voicebot will be tailored to each customer's needs,” says Anna-Mari Ylihurula, SVP, Corporate Business, DNA.
The solution has numerous use cases for various customer service situations, such as support network inquiries, billing inquiries, due date changes, and the multilingual customer service requirements of public administration, as well as simultaneous interpreting services in different languages or package location inquiries.
“DNA is a pioneer in the development of modern customer service solutions and AI-based voicebots, and it is great that our customer service solution works seamlessly with the innovation developed by DNA. Essentially, all Genesys customers can now benefit from this voicebot. The voicebot expands customer service to operate around the clock,” says Kari Hamari, Country Manager of Genesys Finland.
“We will continue to develop the solution and are committed to creating new AI innovations that improve our customers' customer service and enhance operations. The solution immediately brings added value to our customers,” Ylihurula summarizes.
Further information for media:
Anna-Mari Ylihurula, SVP, Corporate Business, DNA Plc, tel. +358 (0)44 044 7755, anna-mari.ylihurula@dna.fi
DNA Corporate Communications, tel. +358 (0)44 044 8000, communications@dna.fi
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DNA is one of the leading telecommunications companies in Finland. Our purpose is to connect you to what matters most. We offer connections, services and devices for homes and workplaces, contributing to the digitalisation of society. Already for years, DNA customers have been among the world leaders in mobile data usage. DNA has about 3.7 million subscriptions in its fixed and mobile communications networks. The company has been awarded numerous times as an excellent employer and family-friendly workplace. In 2024, our total revenue was EUR 1,100 million and we employ about 1,600 people around Finland. DNA is a part of Telenor Group, a leading telecommunications company across the Nordics. More information: www.dna.fi, Facebook @DNA.fi, Instagram and Threads @dna_fi and LinkedIn @DNA-Oyj.
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