A Leading global manufacturer and distributor of high quality shower doors, tub doors, shower enclosures and acrylics shower bases.
Customer services play a vital role in success of any business and every customer expect a great experience from their service provider and if they found it bad, the churn rate is very high.
One of our clients who is leading manufacture in USA for shower doors, was looking to enhance their Customer Services, Customer Support and Sales functions to better serve their customers. They had an established and fully functional call centre team who was interacting with customers for their queries. They didn’t have customer care running for 24*7 for the customers. They often missed their interactions with customer because of limitation of staff. They wanted to automate and make the overall process more efficient.
It was also tough for them to generate lead and getting some feedback for products and services from different sources like social media and their other applications. Therefore, they were looking for a solution to satisfy their long term and short-term business strategies.
Our client is working with us in developing and managing Salesforce as a CRM tool and wanted to use that as a back-end system for data management.
Based on our expertise and experience in Digital Transformation and Artificial Intelligence work, JKT proposed them a solution to automate their Customer Services, Customer Support and Sales functions with AI powered Chatbot. Following are the key features of the solution:
- Automated message answering for simple and often asked questions, without the need of an agent.
- The bot to respond to users via an on-line chat, email and other channels like IVR and mobile applications.
- The bot to respond to users via different social media platform like Facebook, Twitter, LinkedIn, YouTube and so on.
- Chatbot to understand gesture/sentiments of users and take appropriate action like transferring the call to human agent.
- AI enabled chatbot to provide data insights to agent about customer, history of transactions etc.
- AI enabled chatbot helps sales team in lead generation and find the potential customer.
- AI enabled chatbot also works like an expert that if knowledge base grows it can lean automatically and give great assistance to the user, support team and sales team.
Our digital team evaluated various chatbot platforms like DialogFlow, Salesforce Einstein, Amazon Lex and custom Chatbot platforms like RASA. After detailed due-diligence and considering the business scenario along with future plans, Amazon Lex was decided as the target platform.
Along with Amazon Lex, LivePerson was considered as Chatbot management platform for administration, configuration, defining skills and navigation to respective Chatbot or human agent.