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COALA SIGNED

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

Total Cost €

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EC-Contrib. €

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Partnership

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 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.

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

Project "COALA" data sheet

The following table provides information about the project.

Coordinator
CLEVERLY, LDA 

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

 Partnership

Take a look of project's partnership.

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

Map

 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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