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Ada > 实例探究 > 通过自动化 Messenger 增强客户体验:Grab 案例研究
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Grab Enhances Customer Experience with Multilingual Automated Messenger

适用行业
  • 水泥
适用功能
  • 维护
  • 销售与市场营销
用例
  • 时间敏感网络
服务
  • 系统集成
挑战
Grab 经历了大量的数字品牌互动,导致客户服务请求积压。
关于客户
Grab 是东南亚一家超级应用公司,提供叫车、送餐、杂货配送等服务。
解决方案
Grab 与 Ada 合作,在 Facebook Messenger 上构建人工智能驱动的数字助理,自动执行常见问题解答并将其与现有的 CRM 软件集成。
运营影响
  • The implementation of the AI-powered digital assistant on Facebook Messenger has significantly improved Grab's customer service. The automated Messenger experience has become the preferred service option for its large customer base. The company is planning to launch a Messenger-powered solution for its GrabFood service and is working to upgrade its digital assistant by introducing detailed personas that align with the brand's voice and appeal to local populations. This has not only improved the speed of response but also the overall customer experience.

数量效益
  • 90% decrease in ticket backlog

  • 3x higher containment rate

  • 23% operational cost savings

相关案例.

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