Can you have happier customers while reducing costs in your contact centers?

Yes! Rasa gives you all the tools to have automated and personal 1:1 conversations with your customers, 24/7

Case Study

Automating a significant amount of multi-turn requests in collaboration with human customer service agents



Situation

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.


Challenges

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.


Solution

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.


Next Steps

Continued integration of fully automated skills into the live chat environment.

A demo of the Rasa integration

Bots and Digital Assistants for your industry

Rasa is built to delight your customers while helping you to save costs in your contact center operations

Let your customers reach you when they have time - 24/7

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.

Handle complex conversations

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.

Integrates into your backend and live chat software

Rasa seamlessly integrates with your existing systems, like your CRM or live chat software.

Hand-off conversations to your human agents

Pass unknown conversations from the AI to human agents so that they can take over and your customers stay happy.

Want to learn more?