Chatbot for Customer Service
In this project, our customer had two major goals:
- Prive and improved experience for customers in which they don’t have to stay on hold to have their questions answered by telephone
- Relieve the call center agents from having to answer the same questions over and over again
Together we came up with the idea to have recurring questions first answered by an NLP-powered chatbot.
We developed a chat system where customers are guided through a dialog flow using predefined answering options to navigate them to the answer they need. If this fails, the customer can type in their question, which is then evaluated by a language understanding software to determine the customer’s needs. If this still does not yield a satisfying result, the customer is forwarded to a human agent to resolve their issue.