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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.

    Process steps

    Approach

    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.

    Results

    Softlab has optimised the activity management processes through the centralisation of the control and execution of the activities and the reduction of the fragmentation of multiple workgroups. It has reduced average management times of the individual activities taken over and the number of errors deriving from uneven process management. This has resulted in better usability of the information also thanks to the definition of dedicated and customised reports according to needs. The production of detailed reports for monitoring KPIs and reducing operational management costs of the activities was guaranteed.

    Technology

    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.

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