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COALA - Cloud-based AI-driven and Language-agnostic Customer Support Assistant

Total Cost €


EC-Contrib. €






 COALA project word cloud

Explore the words cloud of the COALA project. It provides you a very rough idea of what is the project "COALA" about.

market    model    adds    handle    lucrative    personalizing    turnover    conversations    suffering    ai    assistant    agents    400    search    template    savings    lowering    building    progressing    nbsp    drawback    automating    coala    disadvantages    profound    scalable    94    huge    size    questions    redirect    solutions    time    decreasing    cagr    provides    30    repetitive    language    technologies    answer    agent    52    recommendation    software    regular    translates    cleverly    interactions    suitable    scaling    manually    update    manual    serial    10    globally    understand    templates    company    powered    20    29b    big    never    inquiries    roi    global    small    read    agnostic    consumers    run       people    proprietary    spend    inefficiencies    26    employ    ticket    industries    industry    consuming    articles    annually    entrepreneurs    reach    ing    customers    startup    least    22    competitors    differentiator    team    2025    teams    deflection    creation    satisfaction    customer    solution   

Project "COALA" data sheet

The following table provides information about the project.


Organization address
address: CALCADA DO LAVRA, 22, 2
city: LISBOA
postcode: 1150-208
website: n.a.

contact info
title: n.a.
name: n.a.
surname: n.a.
function: n.a.
email: n.a.
telephone: n.a.
fax: n.a.

 Coordinator Country Portugal [PT]
 Total cost 2˙169˙896 €
 EC max contribution 1˙518˙927 € (70%)
 Programme 1. H2020-EU.3. (PRIORITY 'Societal challenges)
2. H2020-EU.2.3. (INDUSTRIAL LEADERSHIP - Innovation In SMEs)
3. H2020-EU.2.1. (INDUSTRIAL LEADERSHIP - Leadership in enabling and industrial technologies)
 Code Call H2020-SMEInst-2018-2020-2
 Funding Scheme SME-2
 Starting year 2019
 Duration (year-month-day) from 2019-09-01   to  2021-08-31


Take a look of project's partnership.

# participants  country  role  EC contrib. [€] 
1    CLEVERLY, LDA PT (LISBOA) coordinator 1˙518˙927.00


 Project objective

Customer support industry is suffering from huge inefficiencies, as agents spend 20% of their time looking for information manually, in order to answer to customers. That translates into a cost of €10,400 per support agent annually. For a small company with a support team of 5 people, this adds up to €52,000 annually. In addition to manual search, there are some AI-powered technologies available, but they have several disadvantages. E.g. ticket deflection-based solutions redirect consumers to “help articles” where they can read about possible solution. The drawback of this technology is that it can handle only very simple questions and is not suitable for complex inquiries, therefore often resulting in decreasing customer satisfaction. Template-based solutions require manual creation and regular update of the templates which makes this technology less effective and time-consuming, taking at least 10% of the agents’ time. To solve these problems, Cleverly is developing a language-agnostic AI-based customer support assistant – Coala. This software is based on proprietary Knowledge Powered and General Understanding Technology that can understand conversations, automating repetitive tasks and personalizing user interactions. The main differentiator between us and the competitors is that we are building a generic recommendation model that is scalable across wide range of industries, small and big customer support teams. This has never been done by any other company. Coala provides 20-30% of cost savings annually, at the same time lowering agent turnover by 22%. The global customer experience management market size is expected to reach €29B by 2025 progressing at a CAGR of 22.9%, providing lucrative growth opportunities for Cleverly. Cleverly team is run by a team of serial entrepreneurs with previous startup building and scaling experience globally. The impact of the proposed project is profound: by 2025 we expect to employ 94 people and achieve a project ROI of 26.

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The information about "COALA" are provided by the European Opendata Portal: CORDIS opendata.

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lastchecktime (2020-07-06 3:27:44) correctly updated