Over 10 years we help companies reach their financial and branding goals. Engitech is a values-driven technology agency dedicated.

Gallery

Contacts

411 University St, Seattle, USA

engitech@oceanthemes.net

+1 -800-456-478-23

AI & Chatbot Performance  Dashboard for Multinational Telco

Continuous monitoring of the chatbot’s performance on different key performance indicators (KPIs), such as errors, latency, containment rate, bot comprehension, etc., is a requirement for the Client, a multinational telecoms company. The chatbot serves as the main customer care channel and is also becoming an increasingly important sales channel. Softlab developed multiple dashboards and reports on historical and real-time data to allow constant monitoring of all KPIs and control the real customer experience, utilizing PowerBI and several data sources. As a result, the client became the digital assistant reference point for the group, taking on the role of the benchmark for the other markets. The analysis of customer habits has allowed the chatbot to become a proactive sales channel that offers products based on customers’ needs, using AI and ML. The Chatbot performance dashboard has demonstrated a 65% reduction in errors (both technical and AI understanding) and a 50% reduction in latency.

 

Category:
Digital sales and marketing

Softlab developed several dashboards and reports on historical and real-time data to allow constant monitoring of all KPIs and control the real customer experience, utilizing PowerBI and several data sources. The development of the dashboard allowed for constant monitoring of the Chatbot's performance and its customer experience quality. Softlab also implemented AI and ML analysis of customer habits to allow the Chatbot to become a proactive sales channel that offers products based on customers' needs.

 

Softlab's solution led to a reduction of errors (both technical and AI understanding) by 65%, and a reduction in latency by 50%. The Chatbot performance dashboard allowed the client to monitor the Chatbot's performance constantly and control the real customer experience quality. Softlab's analysis of customer habits allowed the Chatbot to become a proactive sales channel that offers products based on customers' needs. The client became the digital assistant reference point for the Group, taking on the role of the benchmark for other markets.

 

Softlab utilized PowerBI and several data sources to allow constant monitoring of all Chatbot KPIs and control customer experience quality. The Softlab team also implemented AI and ML analysis of customer habits to allow the Chatbot a proactive sales channel that offers products based on customers' needs.