How a chatbot named Tinka increases self-service adoption and improved NPS
For most customers, Tinka is the first point of contact. It is an intelligent assistant that helps customers get their jobs done fast. It understands what customers are trying to do when they engage with T-Mobile Austria and helps them achieve their goals.
Tinka handles more than 100.000 customer interactions per month on the website, mobile pages and on various social media platforms like Messenger. Tinka, and the self-service first approach, is driving growth and is being celebrated by both the business and its customers. It has improved the user experience by 87%, as measured by Attrakdiff.
“Tinka, our intelligent assistant powered by DigitalCX, is our customer's first point of contact with T-Mobile. It is the intelligent guide to everything they need to get the most out of our services. Integrated, interactive and smart, Tinka is central to a self-service revolution that’s driving customer experience and growth in our business.” Marvin Peters, Head of Self-Service, T-Mobile Austria
52 %Point rise in NPS
87 %Increased in usuability score