As communication between humans and machines has started to evolve, the company decided to revolutionise its customer engagement strategies by launching a conversational, user-friendly chatbot. The chatbot replaces the previously disarrayed website with reactive and proactive dialogues and basic answers designed to respond to all kinds of customer questions.
As a result, waste calls have been reduced, allowing the call-centre agent to devote more time to the highly-specific customer questions.
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“Perhaps the biggest benefit of all is knowing exactly what the customer wants in (almost) real time. The chatbot forces our whole organization to think in terms of customers journeys.” Product Owner