Meet Raya: Challenging the AI Stereotype
Artificial Intelligence has a reputation problem. And honestly, after some of the frustrating AI experiences we’ve all had, that reputation isn’t entirely undeserved.
Transparency is a core value for us at Bolt, so we always planned to be upfront about our use of AI. Raya is our virtual support agent, built to help customers get answers and solve problems quickly, before involving a member of our team.
We also knew that not everyone would be thrilled about talking to an AI agent. That put the pressure on us to create an experience that didn’t feel like “another one of those.” We took that challenge very seriously.
That’s why we’re proud to introduce Raya, and proud of the many hours of work that have gone into training, testing, and improving her to make her genuinely helpful to talk to.
Ready for questions - big and small!
The internet can be confusing. People have different levels of technical experience, and problems can show up in countless ways.
We built Raya to hold her own in a conversation about an optical network terminal (or ONT, for those ‘in the know’) while also being able to help someone log into their account for the first time (no judgement!) She has quick access to information about Bolt’s services, accounts, and troubleshooting steps, so customers can get help without searching through support articles or waiting for a human to be available.
What Raya can help with
Raya is available in seconds to:
- Help after hours, when the humans are sleeping
- Troubleshoot slow internet, connection problems or a missing Wi-Fi network
- Walk through common equipment and device issues
- Answer questions about Bolt plans and services
- Collect details of an issue so that our team can follow up efficiently
AI that knows when to “call a friend”
Raya isn’t perfect, and we know not everyone will want to speak with her. Fortunately, she won’t have her feelings hurt if someone asks to ‘speak to a real person’!
She isn’t here to replace human connection. Her job is to provide quick, useful help and recognize when it’s time to bring in a member of our team. If Raya can solve the problem, great! If she can’t (or if someone simply prefers a person) then she will help move the conversation along.
Like us humans, Raya is also always learning. When we discover a gap in her knowledge, or an area where she could respond more clearly, the Bolt team gets to work training and improving her. She knows the reputation she is up against, and we think she’s up for the challenge.
We hope you won’t need to connect with Raya, but if you do she is available 24/7 at 1-888-270-2658. Human support is available Monday - Friday from 8am-4pm PT, and you rest easy knowing that Raya will collect the information our team needs to do follow up outside of those hours.
