AI/Cognitive BOT and Omnichannel for Urban Mobility
Automation of Customer Journeys for app’s drivers and consumers (Urban mobility app)
Goals
Initiate an automated digital channel, capable of real-time responses, tailored to address Frequently Asked Questions.
Integrate a:
- CX Advisers Pool: specializing in post-sale tasks for both drivers and passengers through the app.
- Supply Back Office: for the activation of new drivers’ and the modification of personal data.
Strategy
- Comprehensive reimagining of the end-to-end customer journey.
- Deployment of a Chatbot tool designed to automate responses for both driver and passenger FAQs.
- Bot identifies the nature of the inquiry and city, facilitates the provision of information, and prompts for any further required details.
- Robust support for passengers and drivers regarding queries and incidents.
Highlights
- Holistic solution by Atento that seamlessly merges human intervention with digital channels, covering every facet of costumer registration.
- Advanced chatbot Integration across platforms like Facebook, WhatsApp and the Zendesk CRM.
- Automated response mechanism that provide multimedia and user-friendly interactions for FAQs.
- A versatile chatbot, enhanced with carousels and images.
RESULTS / KPIs
- Successfully scaled to bolster a rapidly expanding operation.
- Surpassed quality indicators, averaging at 87%, which is above the set target of 85%, within a span of just 5 months.
- Efficient resolution of over 10,000 cases on a monthly basis.
