Refining Chatbot Experiences through Process Mining
Efficient process mining for Chatbot-Customer Interaction
Goals
- Achieve precision in process evaluation.
- Discern if process variations are needed by tailored solutions for diverse entities over multiple channels.
- Spotlight and rectify discrepancies, inefficiencies and holdups.
Strategy
- Furnish on-the-spot business process insights and incorporate robotic process automation.
- Harness data analytics for operational optimization and preempting potential failures
- Strengthen customer loyalty by ensuring they are part of the discovery and action-taking process to mend fissures.
Hightlights
- Thorough scrutiny of 31,114 calls reveals 55% culminated in direct interaction with an agent.
- The IVR system recorded 9% abandoned calls.
- Agent-driven redirection accounted for 7% of IVR return calls.
- A significant 34% of callers opted for the “Others” category in the IVR.
- A brief 111-second window was all it took for self-management or agent interaction.
- The IVR system provided 7 distinct options for callers to reach an agent.
Next Steps
- Engage in a meticulous analysis of an expanded dataset covering an additional 2 months and pivot towards enhancing the customer journey based on the findings.
