AI-Driven Customer Experience Transformation in Online Marketplace

技术

平台即服务 (PaaS) - 应用开发平台
机器人 - 轮式机器人

适用行业

电信

适用功能

销售与市场营销

用例

时间敏感网络

挑战

该在线市场品牌仅通过电话和电子邮件提供客户支持，周转时间很差，滞后于 12 至 24 小时。由于电子商务行业的空前增长，该品牌的支持团队变得不堪重负，导致士气低落、人员流动率高以及负面的客户体验。

关于客户

该品牌是一个移动支付平台，通过其市场上 4,000 多个品牌的销售和优惠券提供即时现金返还和节省。

解决方案

该品牌实施了对话式人工智能平台 Ada，为大规模客户提供 24/7 即时支持。 Ada 的无代码平台使该品牌的非技术 CX 团队能够快速构建和部署对话式 AI，作为支持的前线。 Ada 还与 Salesforce Live Agent 集成，使聊天机器人能够在需要时将交互升级为人工支持。此外，Ada 还部署在 Facebook Messenger 上，以便通过社交媒体与客户建立联系。

运营影响

The implementation of Ada transformed the brand's customer support operations. The brand was able to quickly expand the ways they interact with customers, providing instant support 24/7. The integration with Salesforce Live Agent allowed the conversational AI chatbot to escalate interactions when human support was needed, reducing resolution time. The brand was also able to deploy Ada on Facebook Messenger, connecting with customers who prefer to interact via social media. In addition to day-to-day demands, Ada helps the brand adjust to hectic seasonal shopping periods. With an increase in web traffic and sales during Black Friday Cyber Monday and the rest of the holiday season, Ada is able to service customers and instantly resolve questions. Plus, the brand can easily update their bot content and communications as needed, without the need for engineering. As a result, the brand no longer needs to hire seasonal agents and their support teams don't experience overwhelming interaction volumes.

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