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Haptik > 实例探究 > Haptik 的聊天机器人解决方案如何帮助 Netmeds 将 FRT 提高 99% 并节省 2600 多个代理时间
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Netmeds' Transformation: Improving First Response Time by 99% with IoT

适用行业
  • 水泥
  • 药品
用例
  • 对话机器人
  • 租赁金融自动化
挑战
在 COVID-19 大流行最严重的时期,Netmeds 经历了指数级增长,其客户群增长了 10 倍。其主要挑战是传入流量激增导致座席负载增加、自动化简单查询以减少座席负载、提供 24/7 客户支持以及提高解决率和首次响应时间 (FRT)。
关于客户
Netmeds 是印度最值得信赖、最便捷的药店之一,在配药优质药品方面拥有 100 多年的经验。疫情期间,该网站的流量大幅增加,人们全天候询问有关药品、处方等的问题。
解决方案
Haptik 构建的聊天机器人可以提供强大且一致的体验,同时帮助 Netmeds 与其客户建立持久的关系。该聊天机器人为 Netmeds 的 570 万客户提供 24/7 全天候支持,每天通过自动化无缝管理 4800 个聊天,并在必要时路由给人工代理。它使 Netmeds 的客户能够轻松跟踪和管理他们的订单,并通过直接与虚拟助理聊天来获取即时信息。
运营影响
  • The chatbot solution built by Haptik had a significant and quantifiable business impact for Netmeds. It allowed the company to manage the sudden surge in demand caused by the pandemic effectively. The solution not only saved agent hours but also improved the first-response time significantly, enhancing customer satisfaction. The automation of simple queries reduced the load on human agents, allowing them to focus on more complex customer issues. The 24/7 support provided by the chatbot ensured that customer queries were addressed promptly, regardless of the time of day. This led to improved customer relationships and a stronger, more consistent customer experience.
数量效益
  • 99% improvement in First Response Time (FRT)
  • Saved over 2600 man hours
  • Achieved an automation rate of 83.6%

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