Supporting Customers Through Chatbots
Overview
In order to timely respond to peaks in communications, it becomes difficult to scale the capacity using only human operators. Given that many questions will be asked frequently, it is possible to have a solution that automates these answers and is available to give them 24 hours a day.
This is the added value of chatbots, answering most of the initial questions and escalating the problem to an operator only when they are unable to answer. They also have other functions such as the ability to broadcast communications to all previous contacts, for example as a marketing campaign, make instant payments inside chatbots, and also automate several repetitive processes.
Challenge
A world-renowned hair care products company launched a Television fashion contest on Facebook. Due to the large number of questions and requests from participants it was impossible to handle them only through human operators which led to friction during registration.
Lisbon,
Portugal
Opportunity
We developed a world class chatbot that helps with different tasks:
Reply automatically to most received messages, freeing operators from these functions
Interact with people who comment on Facebook posts by adding a proactive communication channel with clients
Send updates to everyone who interacted with the bot, adding a new communication channel to promote personalized content and news
Impact
Effective problem solving for most user questions at any time, ensuring over 200 users engaged in 2 weeks and 75% of messages being replied automatically.
75%
saving on employees responding to messages from customers