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COALA SIGNED

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

Total Cost €

EC-Contrib. €

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.

suitable redirect turnover ai run automating interactions nbsp regular translates big manually questions search update never 22 ticket startup templates employ manual global model inefficiencies profound assistant deflection globally lucrative software building solutions 10 adds personalizing cleverly decreasing read 400 understand roi team coala suffering company scaling ing differentiator scalable customer agent 26 30 competitors teams drawback language savings provides huge cagr agents customers progressing disadvantages conversations repetitive creation recommendation lowering technologies 9 answer 94 industries articles serial reach handle spend 2025 market powered 20 agnostic solution entrepreneurs 52 consumers size annually template satisfaction 29b proprietary people industry inquiries least time small consuming

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 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.	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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