AI Use Case

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.

Function

Customer Service

Contact Centre

Benefits

Cost - Job automation,Revenue - Customer engagement,Operational - Customer wait times

Case Studies

Hang Seng Bank~Hang Seng Bank improves customer experience through chatbots using NLP to assist customers,Digibank~DBS automates responses to 82% of their Digibank customer questions using the KAI chatbot,Bradesco~Bradesco bank increases customer satisfaction and service efficiency by implementing a virtual agent to aid employees and automate responses,USAA~USAA implements Watson to automate responses to customer services inquiries online,Progressive~Progressive implements mobile chatbot to answer customer service questions ,StarOfService~StarOfService reduces average handling time of customer service enquiries by 46% with AI ,TicketMaster~TicketMaster uses conversational voice and text chatbots to improve event searching and ticket sales experience,30SecondsToFly~30SecondsToFly struggles to scale the automation of SMB corporate travel management with the deployment of text chatbots,J.P. Morgan~J.P. Morgan pilots an online virtual assistant for corporate clients to assist with queries and website navigation,SalesRabbit~SalesRabbit improves conversion of demo requests to sales meetings by 40% through text-based chatbot,AeroMexico~AeroMexico's customer-service can handle as many inquiries as two full-time employees per day through its chatbot,KLM~KLM automates responses to over 50% of customer enquiries on social media by implementing a machine learning chatbot,Aylesbury Vale District Council~Aylesbury Vale District Council's services team now replies to residents’ questions almost two times faster using deep learning algorithms,Booking.com~Booking.com resolves half of customer queries to its text chatbot in five minutes and without human intervention using semi-supervised learning ,Alibaba~Alibaba has reduced customer service staff needs for its marketplace vendors by introducing a chatbot,TravelBird~TravelBird reduced call centre average handling time by 30% while reaching 90% customer satisfaction using automated customer service response handling,RapidMiner~RapidMiner conducts a thousand text chatbots monthly identifying hot leads and improving customer service responsiveness,"Epson~Epson America automatically follows up on 50,000 annual leads and generates 75% more qualified leads with the use of email conversational agents ",Avianca Airlines~Avianca Airlines improves customer experience and cuts check-in waiting times in half with natural language processing,WestJet~WestJet introduces a customer service chatbot on Facebook Messenger

Industry

Data Sets

Text,Structured / Semi-structured

AI Technologies

Machine Learning (ML),Product - Customer Service,Product Type - Speech - Recognition,Product Type - NLP - Topic Modeling,Product Type - NLP - Text Classification

Potential Vendors

IBM Watson,IBM Watson,Microsoft Azure,DigitalGenius,Dialogflow,Kasisto,Drift,Facebook,DigitalGenius,Salesforce,DigitalGenius,DigitalGenius,Accenture,Facebook