Customer Service Bots: Efficiency and customer experience.
Results
Challenge
Our client, a global leader in the production and sale of coffee capsules, needed to streamline customer service while maintaining high CX standards. They aimed to provide uninterrupted customer assistance with instant responses, enhancing customer satisfaction with personalized service. Improving the overall experience while achieving operational gains was essential.
Solution
Our Apex Bots solution enabled us, through conversational design, to maintain the high CX standards expected by our client while making customer service processes more efficient. The bot allows us to free up human agents to focus on more complex, high-value tasks. Through analysis, training, ongoing fine-tuning, and integration development with different systems, we were able to maximize automation in customer service, providing more natural experiences for customers.
Value Added
- Efficiency in customer service without sacrificing quality.
- Liberation of human agents for high-value tasks.
- Conversational design tailored to customer needs.
Results
Our conversational design approach allowed us to develop 34 flows tailored to specific service needs.
We ensured a 100% Service Level, resolving all queries in less than 2 hours, resulting in a fast and effective experience for users.
With over 70% of conversations resolved by the BOT, we achieved a significant reduction in the workload of human agents.
On average, we handle more than 6600 cases per month, demonstrating the effectiveness and positive impact of our solution on the client’s operation.