We have built an Enterprise Chatbot Foundation Platform. We built a B2C Chatbot Solution for retailers users and HR chatbots for employee Self Service functions.
These functions included:
For the B2C chatbot:
- The key objective was to bring down call center traffic with the chatbot
- Weekly 25,000 unique users interact with bots every week
- 78% of traffic rate Chatbot as 5-Stars
- Delivering a delightful CX to end-users
- Feedback and Recommendation captured
- Product containers and accessories
- Sales (coupons and discounts)
- Order status and notification
- Recipe related queries
- Live agent feature
- Order tracking number
- Call back IVR integrations
-
CRM integrated curated offerings
For the HR Self Service chatbot:
- HR Chatbot hosted on SharePoint
- Offers self-service chatbot
- HR help and questions
- Benefits and well-being
- Health policies and claims
- 30+ entities (20 sub-menus: visible)
- Feedback (capture feedback)
- Mood elevator (9 moods)
- Service ticket creations
- Huge impact during the Covid-19 pandemic
- Addressed 5000+ requests
- Covid-19 related FAQ and policies
The AI/analytics powered B2C Virtual Digital Assistant (VDA) solution fits perfectly into their B2C website and provides complete support automation for both their employees as well as their customers. Available 24/7, this solution can scale at peak times during festivals which makes them an excellent support resource.
This solution is designed for delivering an enhanced user experience to end-users and offers faster onboarding of any enterprise user. The struggle of customers/prospects due to the lack of an interactive channel to get answers to their queries was addressed with this solution. It also enables loyalty program features based on the occasions. It also helped in bringing down 18% of helpdesk calls and 40% of email inquiries.
The HR Self Service chatbot helped a great deal during Covid-19. Related FAQs addressed updated policies, benefits, and wellness and delivered a seamless experience to employees.
