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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.

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

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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