Customer Service Chatbot

CASE STUDY

CLIENT | NETCOM BW
INDUSTRY | TELECOM
DATE | 2021 - CURRENT

Overview

The telecommunication industry has a constant high rate of contact with both clients and potential clients. It's important to implement a process that will ensure all contact requests and questions are taken care of with a high degree of satisfaction. Otherwise, the company's image may be harmed and clients may be lost.

Netcom BW faced a high volume of calls and emails and had the challenge to reduce pressure on customer service, while keeping customer satisfaction high.

Approach

Together with Netcom BW, a Telecom operator in Germany, we developed Nina – a Conversational AI, for their website. 

1. The ROBO-AI technology (based on RASA) was used to the develop the chatbot
2. A chat widget was added to the Netcom BW website.
3. Continuous improvement of the Natural Language Understanding was done on the chatbot
4. Integration it Customer Service system that generates service tickets for customer service agents

Results

After implementing the chatbot, Netcom achieve the following results:

• Thousands of questions are answered every day by Nina.
• Reduce pressure on phone lines above 30%
• Overall customer satisfaction raised 15%

Conclusion

By introducing Nina on their website Netcom BW raised the bar on customer service. The next steps are inroducing live chat on their website for an enhanced customer experience, give the proven success of the chat channel for customers.