Today I am presenting the chatbot case of a Dutch telecom provider.
The use case is complex and actually combines two chatbots.
In a short space of time, the company has increased its efficiency and quality enormously.

This was achieved through a chatbot on the website for simple customer inquiries and, in parallel, through a second, internal chatbot to support the sales staff.

Good customer service is a top priority for the company. However, due to increasing customer inquiries and increasingly complex issues, the company had to implement new methods and technologies.

First of all, customer service employees should be supported in answering complex customer inquiries.
An internal knowledge database with the interface of a chatbot was created for this purpose. The telecom provider relied on the technology of the CX Company. The CX Company offers intuitive, intelligent knowledge databases that can be easily linked to other internal company systems. The system works with intelligent text recognition. This makes it possible for customer service staff to type the customer’s question into the system word for word and the database then searches for the answer to the question itself.
Instead of using a classic search mask, a chatbot, i.e. a dialog system, is used as the interface.
The customer service employees can chat with the chatbot while they are talking to the customer on the phone, so to speak, and always receive the answers to the complex customer queries promptly from the intelligent chatbot.
The database developed by CX Company offers service staff much better support than the original IT system thanks to its improved search functionality and intuitive use.

The company’s Director of E-Commerce & Customer Service had the following to say following the launch of the new chatbot knowledge base: “The feedback from our service staff has been consistently positive. New employees are more confident in their job and even employees who have been with us for a long time report that their work has become easier and they can help customers more quickly with the right information. They no longer have to work according to a fixed pattern, but can respond to the customer’s information needs in a targeted manner. In addition, they can even provide answers in cases where there are exceptions.”

The basis was now created for the human customer advisors to quickly receive answers to complex questions from the system and pass them on to the customers.

The next step was to automate the simple customer inquiries and to offer 24/7 help for these customer inquiries via the website.
Here, too, the CX Company team was able to provide support with its chatbot solution so that the telecom provider did not have to include an additional tool or provider.

The chatbot is easily accessible via the website and can answer simple and repetitive questions quickly and efficiently. It serves the company as a digital advisor, represents the company via the website and ensures that interested website visitors do not have to wait long for an answer.

The first version of the bot went online after just eight weeks. During this time, the CX Company team developed the entire bot concept together with the telecom provider.
First, the target group was analyzed in more detail and personas were created for the individual user groups. A chatbot personality was then created based on the persona definition and the company’s image.
To create the dialogs, existing customers and customer service employees were asked about the most frequently asked questions. This made it possible to quickly define the content that the bot should cover. Experienced copywriters then wrote the dialogs always with the defined chatbot personality in mind.

The CX-Company platform makes it very easy to manage the dialogs, so that the telecom company’s employees were able to incorporate most of the dialogs into the bot themselves. As far as the look and feel of the bot is concerned, the platform is also very open and has enabled the telecom provider to incorporate its own CI here.

Instead of testing the chatbot for a long time, it was released quickly after completion. However, everyone involved in the project is aware that the chatbot is an ongoing project:
The Director of E-Commerce & Customer Service himself says the following: “It is important to continuously monitor which questions customers are asking and whether the chatbot is providing the right information. For example, if contract terms change or the rights and obligations when terminating telephone contracts are discussed in the media and the chatbot does not provide correct answers in a timely manner, the number of telephone inquiries in the call center increases immediately. However, if good answers are given, the Net Promoter Score also increases. In addition, the chatbot from CX Company provides us with very detailed and valuable information about what our customers are concerned about and what they are satisfied and dissatisfied with. We can also use this information for further product developments.

Optimal interaction

It is the interaction between chatbot and call center employee that the telecom provider and the CX Company are particularly proud of.
By far the most customer questions are answered via the chatbot in such a way that the customer can say “I was really helped” (internal information from the telecom provider). This has significantly reduced the number of calls. And if the customer does need a service employee, the chatbot has usually already narrowed down the customer’s question so well that the employee can help the customer better and faster by accessing the knowledge database.
This omni-channel experience, with clear and correct information on each channel, is ultimately reflected in a higher NPS.

And here is the summary of the results

• Consistent information across all channels ensures a positive customer experience
• Better Net Promoter Score thanks to 2 chatbot solutions as an integral part of an innovative overall package
• Significant reduction in call volume in the call center
• More recognition of service employees through improved performance and responses
• Real-time insight into the needs and wishes of customers, thanks to chatbot on the website

If the use case has inspired you or if you have any questions, please feel free to contact me.
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You can find out more about the software from CX Company (based in the Netherlands) here.