Somfy

Challenge

JHow to make customer service more efficient and relieve employees from repetitive tasks?

Solution

A chatbot in the form of an Virtual Assistant became a first line support. The NLP-powered chatbot identifies the most frequent issues and provides help via menu buttons.

Result

The chatbot is integrated with product base, instruction lists and detailed information about Somfy’s products. Such a solution allowed to relieve contact centre employees. The chatbot can autonomously help with the most common issues. If it does not understand the message it is directly forwarded to an agent. Thanks to this the employees can dedicate more time to complex requests as routine tasks are completed via chatbot.

Base consisting of over 2 000 products, instructions and accessories

Over 80 intents identified by the chatbot

Platform

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