Increased AI powered ChatBot
It All Started When...
The service operations team needed to reduce operational cost and free up agents to focus on more complex issues.
Jodie's Role
- Analyzed the issues that our agents were addressing to identify common issues that the bot can resolve. For example, password reset requests, claims status, or routine questions, such nearest agent locations and hours.
- Worked with agents and service operations to develop knowledge articles to support the questions the bot would answer.
- Collaborated with design and decided to add additional features like a persistent menu at the bottom of the chat window to provide a quick way for customers to get to main bot functions.
- Reviewed bot data collected and identified when an error occurred inside a conversation and gaining insightful data on customer preferences, behavior and common issues.
As a Result...
Increased agent productivity by 13%, by automating routine customer support tasks such as password reset requests.
Provided consistent support across various channels, including websites, mobile app and messaging platforms for agents.
Provided instant responses to customer queries, reducing waiting times and providing real-time assistance. This immediacy contributes to a positive user experience.