Customer Service Chatbot

Customer Service Chatbot

About Client

Industry

Finance

Location

United States

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Project Overview

Our client has always focused on customer service solutions and he identified the need to revolutionize the traditional call center customer service model. 

Businesses were struggling to keep up with the increasing demand for customer support while dealing with rising costs and decreasing customer satisfaction. Our client recognized the opportunity to address these challenges by introducing a digital customer service solution that leveraged chatbots and AI technology.

Businesses require a scalable, cost-effective, and efficient customer service solution that can handle growing service demands without compromising quality. Customers sought faster and more personalized support experiences that were available round-the-clock. The existing call center model needed to meet these needs effectively, leading to customer frustration and increased operational costs for businesses.

The traditional call center customer service model presented several challenges, scalability issues, rising operating costs, and decreasing customer satisfaction. 

To address these challenges and meet the needs of businesses and customers, we introduced the Chatbot for Customer Experience Management (CEM). We leveraged chatbots and AI technology to provide a scalable, cost-effective, and efficient customer service solution. By automating routine inquiries and providing personalized support experiences, together with our client we aimed to improve customer satisfaction, reduce operational costs, and drive business growth through enhanced customer relationships.

Traditional Customer Service Process

01
Inquiry Initiation: Customers initiate the service request by calling the company’s customer service number.
02
Call Routing: The call is routed through an automated phone system, often involving multiple menus and options, to direct the customer to the appropriate department or representative.
03
Customer Waiting: Customers often experience long wait times before speaking to a live agent due to high call volumes or insufficient staffing.
04
Agent Interaction: Once connected, customers interact with a human agent who assists them with their inquiries or issues.
05
Manual Processes: Agents may need to manually input data into the system or access various databases to retrieve customer information, leading to potential errors and delays.
06
Limited Accessibility: Customer service is typically available only during specified business hours, limiting accessibility for customers with urgent needs or in different time zones.

Challenges in Traditional Customer Service Process

01
Scalability: The traditional call center model struggles to handle increasing call volumes efficiently, leading to longer wait times and reduced customer satisfaction.
02
Cost Inefficiency: Maintaining large call center operations with numerous staff members and infrastructure is costly, especially as demand grows.
03
Customer Experience: Lengthy wait times, complex phone trees, and repetitive manual processes contribute to a poor customer experience, impacting satisfaction and loyalty.
04
Human Error: Manual data entry and processes increase the likelihood of human errors, leading to inaccuracies in customer records and service delivery.
05
Limited Accessibility: Operating within set business hours and relying on phone-based interactions limit accessibility and convenience for customers.
06
Inflexibility: Traditional call centers may struggle to adapt to changing customer needs and preferences, lacking the agility of digital solutions.
07
Scalability: As the demand for customer service grows, the traditional model becomes increasingly difficult to scale, leading to longer wait times and frustrated customers.
08
Cost: The costs associated with maintaining and expanding call centers are becoming unsustainable for businesses, especially those with large customer bases.
09
Customer Satisfaction: Lengthy hold times and impersonal interactions are negatively impacting customer satisfaction, turning customer relations into a liability rather than an asset.
10
Quality Control: Ensuring consistent service quality across all interactions can be challenging in a traditional call center setup, leading to inconsistencies and potential dissatisfaction among customers.

Our Solution

01
Conversational Interface: This Chatbot offers a conversational interface that allows users to interact with the system naturally and intuitively.
02
Self-Service Capabilities: Users can access a wide range of services and information without the need for human intervention, leading to faster resolutions.
03
AI and Machine Learning: The platform leverages AI and machine learning to continuously learn from user interactions and improve its responses over time.
04
Cost Efficiency: By automating many aspects of customer service, this chatbot significantly reduces the costs associated with traditional call centers.
05
Scalability: The digital nature of the platform allows for seamless scalability to accommodate growing service demands.

Outcome

The chatbot successfully addresses over 70% of user queries monthly.

Human error decreased from 7.5% to 1% and a 75% improvement in client feedback.

The first 700,000 user service completions achieved over $3 million in savings.

The platform led to a 90% reduction in delays.

It handles an average of 3,000 to 5,000 user inquiries daily.

Appraisals completed a year:

Traditional System - 62,500 (Fees 500 USD - Cost 300 USD)

Remote System - 1,00,000 (Fees 350 USD - Cost 100 USD)

Total appraisers 100

Profit Difference: (Remote) $4,74,50,000/Y - (Traditional)$3,46,75,000/Y = $1,27,75,000/Y

90% reduction in delays

Human error reduced from 7.5% to 1%

Significant environmental benefits, including reduced carbon emissions and sustainability promotion

80% efficiency increase

75% improved client feedback

80% improved quality of appraisals (benefiting lenders/mortgage industry and offering better deals)

100% Boost in Happiness of All the Parties

Infinite blessings Received from the Property Owners and Mortgage Companies

Features of Customer Service Chatbot

01
Dialogue Flow Management: It manages dialogue flow seamlessly without the need for coding or programming, ensuring optimal user experience.
02
Seamless Conversation Flow: The platform ensures fluid and uninterrupted conversations for users, enhancing the overall interaction.
03
Multimedia Support: It provides users with necessary reference links and images during conversations, enriching the user experience.
04
Flexible Chatbot Window Options: Users can customize the chatbot window to suit their preferences, enhancing versatility.
05
User Feedback Integration: It enables users to provide valuable feedback, facilitating continuous improvement and refinement.
06
Conversation Transcript Generation: The platform generates complete conversation transcripts in PDF format for archiving purposes.
07
Speech Recognition and Text-to-Speech: It utilizes speech recognition to convert spoken words into text and text-to-speech technology for spoken responses.
08
Advanced Data Analysis: The platform employs advanced data analysis techniques to provide comprehensive insights and patterns.
09
Event Capture and Retrieval: It captures and retrieves client-side and server-side events for data analytics purposes.
10
Data Tracking and Visualization: It leverages Google Analytics, Google Tag Manager, Tableau, and Google Sheets for data tracking, visualization, and further analysis.

Technologies Used

Bot Framework (Used both for different clients)

  • Microsoft Bot Framework
  • BotPress
Backend

  • Node JS
  • Python
Front-End Error Monitoring

  • Sentry
Code Review

  • JS Lint, GT Metrix, and Detectify
Third-Party Integrations

  • Directline API
  • Google Dialog Flow
  • Speech Service
Database

  • MongoDB
  • Azure Redis Cache
Back-End Error Monitoring

  • Azure App-Insights
Compliance

  • Supporting/Following A.D.A.Compliances - A.D.A. is short for the Americans with Disabilities Act Standards for Accessible Design.
Analytics

  • Tableau
  • Google Analytics
  • Universal Analytics
  • Google Tag Manager
FrontEnd

  • Angular JS
SMS Channel

  • Twilio
Front-End Error Monitoring

  • App-Services
  • EC2
  • Front Doors to avoid brute force attacks

Flow Diagram Of The Remote Appraisal Management System