Conversational AI has proven to be a game-changer for customer service operations across various industries. In this article, we will explore real-life case studies of chatbots for customer service that showcase how successful they can be in saving time and improving results.
Case Study 1: AI Chatbots Boost Retention in Fintech
MyTradingHub sought to reduce trader churn and improve user engagement in their training programs. They partnered with ubisend, a Soprano Group company, to achieve this goal.
Together, they developed a multifunctional investment AI chatbot that would function as an in-app conversational interface as well as a Facebook Messenger bot. Following the chatbot’s release, MyTradingHub witnessed a significant improvement in user engagement and retention rates. Specifically, the website experienced a 17% increase in traffic towards the training pages, and the users who interacted with the new chatbot experienced a 59% boost in retention.
By leveraging the capabilities of Conversational AI and deploying an effective chatbot, MyTradingHub was able to increase trader engagement and improve their chances of completing the training programs, ultimately leading to greater profitability in the competitive Forex market.
Case Study 2: Chatbots help a tech company cut email overload
ubisend, a Soprano Group company, identified that a significant portion of their client enquiries was repetitive, requiring the support team to copy-paste the same answers repeatedly. To tackle this issue, the company aimed to reduce the number of questions their support team had to handle manually while ensuring that their specialised individuals were available to help with complex tickets.
To achieve their goal, ubisend developed an AI chatbot capable of addressing frequently asked questions, which reduced the need for human intervention. As a result, the company reduced 83.4% of the emails sent to its support team. Furthermore, their Facebook Messenger chatbot, which received hundreds of enquiries per day, only required human escalation in 1.25% of interactions.
This case study highlights how chatbot technology can automate tasks significantly and reduce the volume of support tickets, enabling specialised individuals to focus on more complex issues and provide a higher quality of service. The success of ubisend’s chatbot demonstrates the potential of AI-powered customer support solutions to increase efficiency and reduce costs.
Case Study 3: UK Government Organisation Recover 80% of Their Time Using Chatbots for CS
Breckland Council in Norfolk, UK, partnered with ubisend, a Soprano Group company, to address their customer service challenges. The council received over 9,000 enquiries per month from live chat, phone calls, and email, making it difficult for only two staff members to respond promptly to questions.
To address this issue, we implemented a chatbot that tackled the council’s most frequently asked questions, reducing the need for human intervention and recovering 80% of their time. Furthermore, 70% of customers found the answers provided by the chatbot helpful, indicating high levels of customer satisfaction.
This case study highlights the potential for chatbot technology to help customer service tackle large volumes of enquiries, improve efficiency, and enhance the customer experience. The success of Breckland Council’s chatbot demonstrates how chatbots can be an effective solution for government organisations dealing with high volumes of enquiries.
Reasons for Choosing Soprano’s Conversational AI Platform
In all these chatbot use cases for customer services, the organisations choose Soprano’s Conversational AI platform, powered by ubisend, because it specialises in service.
Here are many reasons why it stands out among the competition:
- Customisable solutions: We offer customisable chatbot solutions that are tailored to your specific needs. Our team of experts will work with you to create an AI chatbot that fits your brand voice and provides the best user experience.
- Multilingual capabilities: With support for over 100 languages, Soprano’s AI chatbots can engage with your customers in their preferred language. This feature is essential for businesses operating in global markets.
- Seamless integration: You can seamlessly integrate our platform with your existing systems, including CRM, e-commerce, and payment gateways. This ensures a smooth and efficient customer experience.
- Analytics and reporting: We provide detailed analytics and reporting, allowing you to track your chatbot’s performance and make data-driven decisions.
- Continuous improvement: Soprano’s chatbots continuously learn and improve through machine learning algorithms. This ensures that your chatbot is always up-to-date and provides the best possible experience for your customers.
If you are seeking to enhance your customer service processes through conversational AI, fill out the form to schedule a free demo with our AI professionals.