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Haptik > Case Studies > Eureka Forbes Enhances Customer Experience with AI-Powered WhatsApp Chatbot
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Eureka Forbes Enhances Customer Experience with AI-Powered WhatsApp Chatbot

Technology Category
  • Sensors - Utility Meters
Use Cases
  • Intelligent Urban Water Supply Management
  • Leakage & Flood Monitoring
The Challenge
Eureka Forbes Limited, a leading health and hygiene brand in India, faced a significant increase in customer inquiries due to the COVID-19 pandemic. The surge in demand for safe water, hygiene, and sanitation products necessitated a more efficient and modern approach to customer service. The company aimed to decrease first-response time, provide swift and customized query resolution, and enhance customer engagement using AI and ML technologies. The challenge was to handle the influx of customer interest in water purifiers and provide accurate and precise brand patronage through an AI-driven solution.
About The Customer
Eureka Forbes Limited is a renowned health and hygiene brand in India, serving over 20 million satisfied customers since its establishment in 1982. The company offers a range of products including water purifiers, vacuum cleaners, air purifiers, and home security solutions. With the outbreak of the COVID-19 pandemic, the company experienced a surge in demand for safe water, hygiene, and sanitation products. This led to an increase in customer inquiries, necessitating a more efficient and modern approach to customer service.
The Solution
To meet the growing needs of its customers and improve customer satisfaction, Eureka Forbes collaborated with Haptik to develop a WhatsApp chatbot. The AI-powered chatbot was designed to accurately comprehend customer intent, gather requirements, and deliver contextual support and personalized resolution at scale. The efficient WhatsApp UI significantly reduced customer wait time. The chatbot also facilitated a seamless transfer of knowledge for customer queries, reducing customer churn and delivering a consistent brand experience.
Operational Impact
  • The implementation of the AI-powered WhatsApp chatbot revolutionized Eureka Forbes' customer service. The chatbot not only handled the surge in inquiries efficiently but also improved the overall user experience by offering 24/7 support and addressing customer inquiries promptly, even beyond regular business hours. The chatbot's ability to accurately comprehend customer intent and provide personalized resolutions significantly enhanced customer satisfaction. Furthermore, the seamless transfer of knowledge for customer queries reduced customer churn, ensuring a consistent brand experience.
Quantitative Benefit
  • Handled over 1.5 million conversations
  • Saved over 200,000 man-hours
  • Engaged over 1 million users

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