下载PDF
Drift > 实例探究 > 1Password 如何利用 Drift 转变客户支持并节省 16,000 个服务代理时间
Drift Logo

1Password's Transformation: Saving 16,000 Service Agent Hours in 6 Months with Drift

技术
  • 分析与建模 - 机器人过程自动化 (RPA)
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 设备与机械
适用功能
  • 销售与市场营销
用例
  • 对话机器人
  • 时间敏感网络
挑战
1Password 希望通过缩短首次响应时间和解决时间来改善客户支持体验。
关于客户
1Password 是一家以客户为中心理念的数据保护公司。他们优先考虑为买家和客户提供卓越的网站体验。
解决方案
1Password 实施了 Drift 的统一平台来增强其客户支持流程。他们利用 Drift 的对话式人工智能来立即回答常见问题,并仅在必要时将客户引导至服务代理。他们还根据客户询问定制人工智能主题,并使用 Drift 简化解决流程。
运营影响
  • The implementation of Drift's unified platform and Conversational AI transformed 1Password's customer support process. It led to increased efficiency among service agents, quicker resolution times, and an overall improved customer experience. The AI bots handled simple questions, freeing up human agents to focus on more complex issues. The system also allowed for the creation of custom AI topics to cater to unique customer inquiries. The solution provided a seamless transition for customers needing to be routed to a live agent, improving the customer journey. The insights gained from using Drift have helped 1Password better understand where and when their customers need help, leading to a more tailored and superior customer experience.

数量效益
  • Saved 16,000 support hours in the first six months

  • Deflected 75% of support inquiries using AI

  • Achieved a CSAT score of 4.6+

相关案例.

联系我们

欢迎与我们交流!

* Required
* Required
* Required
* Invalid email address
提交此表单,即表示您同意 IoT ONE 可以与您联系并分享洞察和营销信息。
不,谢谢,我不想收到来自 IoT ONE 的任何营销电子邮件。
提交

Thank you for your message!
We will contact you soon.