ERGO, a leading European insurance company, wanted to reduce costs in their customer service operations and allow for 24/7 uptime to improve the customer experience.
Basic chatbots and IVR systems have been rejected by users as they’re usually more frustrating than helpful. Most solutions in the market only allow for basic, FAQ-based bots that don’t connect to backends and cannot handle complex customer requests. As ERGO wanted to keep the high quality standards from their award-winning chat agents as well as high data privacy requirements, none of these solutions worked for them.
After an initial proof of concept, ERGO implemented a production deployment of the Rasa Platform, which has the potential to automate over 30% of customer requests as a first step towards full automation. The identification of skills was based on an extensive analysis of thousands of real customer service conversations. In a training phase of 12 weeks, the agents were able to improve the accuracy of the system.
Continued integration of fully automated skills into the live chat environment.
Your customers are individuals with their own schedule. Allow them to get in touch with you any time they want with a 24/7 conversational assistant.
Conversations between humans are rarely one question and one answer. Rasa's advanced dialogue management is based on machine learning and allows for smarter conversations.
Rasa seamlessly integrates with your existing systems, like your CRM or live chat software.
Pass unknown conversations from the AI to human agents so that they can take over and your customers stay happy.