At TUATARA, we aim to transform business needs into innovative solutions through artificial intelligence (AI), machine learning (ML) and cognitive technologies. With over a decade of experience, we specialise in designing, implementing and optimising business processes for large enterprises across telecom, banking, insurance and public services. Our holistic approach combines consulting with advanced technology to create enchanting experiences in the digital space.
We approach innovation and AI implementation with a unique mix of industry expertise and a commitment to ethical, sustainable practices. With successful projects in Europe and the Middle East, particularly within Oman’s telecom and banking sectors, we established ourselves as a leader in embarking on complex business challenges, combining software development with consulting. This pragmatic, business-first philosophy ensures that our AI initiatives are not only about adopting cutting-edge technology but are also strategically aligned with specific business objectives to deliver measurable ROI.
Our methodology includes a comprehensive AI maturity assessment that helps organisations understand their capabilities and develop tailored roadmaps. This encompasses technical considerations, organisational readiness, and data governance, enabling a holistic approach to successful AI adoption. We also aim to strengthen the internal capabilities within our client organisations, empowering teams to sustain innovations long after our engagement ends.
We place a strong emphasis on building internal capabilities within our client organisations. We don’t just deliver solutions and walk away; we work closely with our clients’ teams to transfer knowledge and skills. This approach ensures that our clients can continue to innovate and scale their AI initiatives long after our engagement ends. It’s about empowering our clients, not creating dependency. Krzysztof Goworek CEO at TUATARA
As we explore new applications of generative AI, we remain focused on effectively navigating its complexities. Our clients have significantly improved operational efficiency, enhanced decision-making, and delivered more personalised customer experiences while prioritising privacy and governance.
Whether clients are just beginning their AI journey or looking to scale existing initiatives, we are committed to driving business transformation through AI, with a focus on long-term sustainability and value creation.
IBM watsonx and Actionbot – a practical application of generative AI
According to a recent IBM Institute for Business Value report, 77% of CEOs already deploy generative AI for various use cases to keep up with the competition. We have also been integrating generative AI into our offerings, as this technology could redefine customer relationships and streamline operations in regulated industries.
One of our flagship products is Actionbot, an AI-driven process automation solution for customer-facing and back-office processes. Leveraging IBM watsonx Assistant enables users to engage with complex processes through natural conversation. The advanced natural language understanding (NLU) capabilities allow for context-aware interactions that make conversations more meaningful and efficient.
IBM watsonx technology offers significant value to TUATARA’s clients, particularly in regulated industries such as banking, insurance and telecommunications.
Here are the key aspects that make watsonx particularly beneficial.
Advanced Natural Language Understanding (NLU)
Watsonx enhances Actionbot with cutting-edge NLU capabilities. Understanding complex queries and maintaining context throughout conversations allows for more natural and efficient customer interactions. As a result, clients can improve customer satisfaction and reduce the workload on human agents.
Flexible deployment
Flexible deployment architecture is crucial for clients in regulated industries that may have specific requirements for on-premises solutions. This adaptability ensures that Actionbot meets diverse client needs while complying with industry regulations.
Privacy compliance
With the increasing focus on AI governance, especially in the EU due to the AI Act, watsonx’s tools for governance are invaluable. These features help address client concerns regarding the ethical use of AI, ensuring that implementations comply with regulatory standards while being practical and secure.
Personalisation
Combining watsonx’s capabilities with our pragmatic approach allows for tailored solutions that align with specific business challenges. This ensures that AI initiatives deliver measurable ROI and are integrated seamlessly into existing workflows.
Enhanced decision-making
Watsonx’s advanced analytics and machine learning capabilities help clients enhance their decision-making processes. The technology enables critical predictive analytics and risk management solutions in regulated environments.
Using Generative AI in various business sectors
The successful implementations of Actionbot across various sectors demonstrate watsonx’s practical applications. These solutions have:
Increased operational efficiency by significantly reducing workload for human agents and improved handling of routine inquiries.
Enhanced customer experience with more personalised interactions that led to higher satisfaction scores.
Helped scale solutions to meet specific regulatory and operational needs across different industries.
Here are some of the examples of these implementations in various sectors.
Banking
For a cooperative bank in Brodnica, we implemented a bot that handles various customer inquiries, from simple account balance checks to complex loan applications. Its advanced natural language understanding allows it to maintain conversation context, resulting in more natural interactions and significantly reducing call volume to human agents.
In its first two months, the chatbot handled over 1,000 conversations, with 3,760 messages, achieving 90% accuracy in issue identification. It improved customer satisfaction and increased sales by promoting bank products, strengthening its position in the cooperative banking sector.
Insurance
We implemented an AI-driven assistant for Generali Poland that assists insurance agents and brokers by simplifying complex documents and explaining policy details. This solution improves operational efficiency and ensures consistent information dissemination, ultimately enhancing customer satisfaction and streamlining claims processes.
Within a month, chatbot interactions increased by 2.5x compared to human-led chats, and consultant work hours were reduced by one hour per day, saving 120 hours monthly. It also significantly reduced consultant handover notifications to only 5-20 daily.
Telecommunications
For Omantel, we implemented Actionbot to troubleshoot network issues and help customers select the right plans. It handles over 100,000 active users monthly and reduces call centre demand, with only 2-3% of users calling for further human assistance.
Key features include handling FAQs, facilitating transactions, and providing personalised service recommendations. Automating routine queries enhances customer experience and frees up human agents to focus on more complex issues.
E-commerce
Ari, a chatbot for the Polish fashion brand Lancerto, was deployed to provide personalised product recommendations and manage order inquiries. It enhances the shopping experience by making it more interactive and tailored to individual customer preferences.
With a 96% accuracy rate, ARI effectively assists with orders, size fitting, and after-sales support. It also drives a 70% improvement in conversion rates, enhances customer loyalty, and gathers consumer insights, improving the overall shopping experience.
Education
Vita, our chatbot for medical school in Otwock, offers students and applicants quick access to information and helps with recruitment. In its first six months, it engaged in 2,522 conversations and accurately responded to 96.5% of queries. The chatbot effectively reduces the workload on school staff by answering FAQs, guiding users, and handling application forms, improving students’ experience and operational efficiency.
The chatbot for The University of Silesia has facilitated efficient information access for students, applicants, and staff. In its first two months, it handled over 3,780 conversations, accurately answering 94% of queries. This bilingual virtual assistant assists with navigation, recruitment, and application processes, significantly improving the students’ experience and streamlining administrative tasks.
Perspectives for the future
Generative AI will drive significant innovations in product development and personalised customer experiences. AI-powered tools could also provide tailored financial advice based on individual customer data in financial services. However, ethical considerations and compliance remain paramount.
Our commitment to responsible AI use includes developing governance frameworks that ensure transparency and regulation compliance. We recognise that generative AI offers immense potential but must be implemented thoughtfully to align with human values.
To learn more about our AI implementations, visit actionbot’s website or contact us.
