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Automate customer service conversations through a text chatbot

Automate customer service text conversations through a chatbot enabling high volume, fast reaction customer support. Unexpected questions will likely ''break'' the chatbot system so consumers need to be clear that they are interacting with a machine.

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Revenue

Revenue - Customer engagement

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Operational

Operational - Customer wait times

£

Cost

Cost - Job automation

Description

Automate customer service conversations through a text chatbot

Technology & data

*** check categry and function

Key considerations

Upside3

Linked Case Studies

RapidMiner conducts a thousand text chatbots monthly identifying hot leads and improving customer service responsiveness

Avianca Airlines

Avianca Airlines improves customer experience and cuts check-in waiting times in half with natural language processing

TravelBird reduced call centre average handling time by 30% while reaching 90% customer satisfaction using automated customer service response handling

WestJet introduces a customer service chatbot on Facebook Messenger

30SecondsToFly struggles to scale the automation of SMB corporate travel management with the deployment of text chatbots

Hang Seng Bank improves customer experience through chatbots using NLP to assist customers

AeroMexico''s customer-service can handle as many inquiries as two full-time employees per day through its chatbot

Progressive implements mobile chatbot to answer customer service questions

Booking.com resolves half of customer queries to its text chatbot in five minutes and without human intervention using semi-supervised learning

StarOfService reduces average handling time of customer service enquiries by 46% with AI

Bradesco bank increases customer satisfaction and service efficiency by implementing a virtual agent to aid employees and automate responses

Epson America automatically follows up on 50,000 annual leads and generates 75% more qualified leads with the use of email conversational agents

USAA implements Watson to automate responses to customer services inquiries online

SalesRabbit improves conversion of demo requests to sales meetings by 40% through text-based chatbot

J.P. Morgan pilots an online virtual assistant for corporate clients to assist with queries and website navigation

Alibaba has reduced customer service staff needs for its marketplace vendors by introducing a chatbot

KLM automates responses to over 50% of customer enquiries on social media by implementing a machine learning chatbot

DBS automates responses to 82% of their Digibank customer questions using the KAI chatbot

TicketMaster uses conversational voice and text chatbots to improve event searching and ticket sales experience

Aylesbury Vale District Council

Aylesbury Vale District Council''s services team now replies to residents’ questions almost two times faster using deep learning algorithms

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Editor: sdg