Vodafone is a clear example of a company that is a pioneer when it comes to the use of artificial intelligence and natural language in its contact centre.
Sabio has been working with Vodafone since 2011 to install and develop its Voicebot through projects such as MyVoice. To reach the next level in customer service, the company has once again entrusted us with a particularly valuable project. By means of a WhatsApp bot, Vodafone strengthens its multichannel strategy.
OBJECTIVES
The main goal of the project was to provide Vodafone’s customers with fast and effective service. WhatsApp is ideal in that sense because it is an app with which customers are already fully familiar. This means that all communication with Vodafone via the NLU speech recognition model is easy for both parties.
RESULTS
In just a few months, the bot has already achieved 98.5% correct request recognition, while the percentage of self-handled questions has risen to 95% for customers who contact Vodafone via WhatsApp. That is, these customers get answers to their questions from the bot, without the intervention of a contact center advisor.
Vodafone voegt WhatsApp toe als nieuw klantenservicekanaal met behulp van een chatbotvan Sabio (205 downloads )