Intelligence bot – AI driven assistant for sales and customer support
DigitalMara developed AI Coach, an advanced sales team tool that simplifies live chat with customers. It generates AI driven proactive next-best-response suggestions to live agents based on previous conversations.
About the client
Telecommunication company from the US
Our client is a U.S.-based telecommunications company that facilitates communication between sales agents and customers through a chatbot on their website.
Challenge
The client wanted to increase their sales efficiency and customer satisfaction by reducing of the request processing time and response time. They already had a live chat function for customers on their website, but wanted to add an intelligence bot to the chat would assist in sales and customer support they are seeking.
Approach
We developed a bot and trained it using a Machine Learning based prediction model. The client provided us all necessary historical data to train the bot.
The live chat functionality has been expanded. The customer sends their query in a live chat and a sales representative immediately gets generated by the bot as well as the list of potential responses. Here we added two options: the sales representative can either choose prepared response or edit them manually. Also they can check the history of all previous suggested responses based on the customer request. The bot keeps learning from new responses, so during the next iteration it shows updated list of suggestions.
In order to strictly follow the set deadlines and requirements, we did weekly sprints and daily meetings to ensure everyone stays on the same page.
Results
We developed a customized solution that allowed our client to reach the improved desired performance. The implementation of the intelligence bot reduced the training time and ramping-up time of employees, as well as processing and response time. Eventually they enhanced customer satisfaction and improved conversion rate.
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