The Client is an upcoming global leader in online and offline commerce and logistics industry with operations in 15 countries. They wanted to automate the chat support with minimal human intervention, yet deliver high quality responses to their customers. Currently most of the chatbots available in the market were not able to meet up to the criteria they had set for the quality.
Vertex Global Service changed the game with their V-BOT, Vertex’s Natural Language Processing and Interaction based Virtual Assistant and Chatbot solution that determines the intent. V-BOT utilizes a Conversational Dialogue approach to engage customers and Automate interactions. V-BOT is Fully Integrated to seamlessly hand interaction to a Live Agent and then to a human if required.
As almost 30% of their chats were purely transactional and there was no human requirement, the project started and all those chats were auto addressed by the chatbot. This increased the customer satisfaction rate by 40%. Because of the outstanding performance of tool, it was more deeply integrated so as upto 60% of all the chats were handled by the bot alone.
V-BOT has proven to be a Game Changer. With Vertex’s recommendation of offering a proactive chat the benefits delivered were:
Web analytics
Robust auto/suggested responses for agents.
Targeted knowledgebase content
Enhanced Self help option in Chat channel
