OverviewIn order to reply in a timely manner to peaks in communications, it becomes difficult to scale capacity using only human operators. Bearing in mind 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.
Such 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 features such as the possibility to broadcast communications to all participants, for example as a marketing campaign, and also automate several repetitive processes.
ChallengeA world-renowned company in the hair care products sector launched a Television fashion contest on Facebook. Due to the volume of questions and requests from participants, it was impossible to handle them only through human operators, causing friction in the registration.
OpportunityWe developed a chatbot capable of helping with different tasks:
- Reply automatically to most messages received, freeing operators from these functions;
- Interact with the people who comment on Facebook posts, adding a proactive communication channel with clients;
- Send updates to everyone who interacted with the bot, adding a new communication channel to promote customized content and news.
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