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Generative AI solution creates emotionally intelligent responses to call centre queries
Ivan Goor, CEO, Ardanis
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2 October 2024
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Ardanis Technologies is creating 20 new jobs to support Aileen, the company’s new AI solution. Aileen is a generative solution developed for call/contact centres.
The new jobs will be created over the next 12 months and will include roles in sales, marketing, support, and AI-driven technology.
Aileen was developed by Ardanis and is designed to be intelligent, adaptable and can integrate into all existing systems used by call/contact centres. A key challenge for call centres/contact centres is managing call volumes and other inbound requests such as email, which need to be routed to the correct agents for processing. Aileen enables contact centres to fully automate this process, which frees up the agents to provide a better and quicker experience to their customers, while allowing them to focus on higher-value tasks.
“Aileen has resulted in the opening of new opportunities for Ardanis,” said Ivan Goor, group CEO at Ardanis.
“Aileen has proven that with the right blend of technology and human expertise, even the most complex problems can be solved, leading to happier customers, more empowered agents, and a brighter future for the contact centre industry”.
Aileen is a generative AI solution and goes beyond traditional rule-based AI by combining advanced large language models (LLMs) with flow-based, agentic workflows to deliver context-aware, adaptive, and emotionally intelligent responses.
While LLMs enable Aileen to understand and generate human-like text by processing vast amounts of training data, the flow-based architecture allows Aileen to execute complex, multi-step tasks in a structured and efficient manner. This dual approach enables the AI to understand the nuances of human communication while managing interactions dynamically through predefined workflows.
“Aileen has been designed to enhance the customer experience landscape,” said Goor. “Ardanis will support every business in achieving its vision by reducing process lifecycles from hours to seconds”.
Ardanis was founded in 2016, and employs 42 people across offices in Dublin, London and Portugal.
TechCentral Reporters