Customer support is at the crossroads of innovation and efficiency. Modern, Generative AI-powered chatbots are a customer’s trusted companion in delivering great experiences. They offer round-the-clock, personalized support, which is a fundamental expectation for customers.
Moreover, with Generative AI, chatbots are humanized to the point where customers can have a natural conversation just as they would with a human being, and get a satisfactory resolution.
For brands, it is as easy as connecting the bot to their knowledge base and it could start engaging in conversations sans training or needing manually-built bot flows.
.svg)
Generative AI-powered bots can understand natural language and offer personalized and immediate responses irrespective of customers’ language and location. Thus, customers can interact and receive round-the-clock support, receiving real-time assistance and not needing to create a support ticket.
.svg)
Customer service efficiency has increased considerably with the emergence of Generative AI. This is acknowledged even by businesses as bots have matured from being responders to actual problem-solvers. This means, there’s less reliance on support agents as chatbots are able to provide immediate and accurate assistance to customers. Conversely, customers can expect faster resolutions and personalized solutions, which improve their satisfaction levels and drive loyalty.
.svg)
Generative AI-powered bots are capable of handling high volumes of inquiries simultaneously, reducing the need for businesses to have large support teams and thereby saving customer service costs. Also, these bots help handle routine tasks and handoff only complex queries to human agents, which helps improve overall support efficiency.
Pepperfry, A prominent online marketplace for furniture, Pepperfry wanted to address the growing demand for instant query resolution and customer support. It partnered with Haptik to build an AI assistant that would help reduce customer wait times and improve query resolution.
Haptik’s solution offered instant solutions to recurring customer queries on order tracking, refund status, cancellation, and others. It also enabled the provision for auto-ticket creation when a call-back service has been requested by the user.
Haptik helped improve Pepperfry’s CSAT score by 60% while clocking 20% agent handover to improve customer experience, which was an area of focus for the brand.
Eureka Forbes, A renowned health and hygiene brand in India, Eureka Forbes saw a surge in demand for safe water, hygiene and sanitation products, leading to an increase in customer queries. It identified the need for a faster and more modern approach to customer support. It partnered with Haptik to build a WhatsApp chatbot to offer an efficient user experience.
Haptik’s chatbot solution could understand customer intent, collect requirements, and offer personalized resolution at scale. WhatsApp’s efficient UI helped reduce customer wait times while the seamless transfer of knowledge for customer queries helped reduce churn.
Eureka Forbes was thus able to serve its customers in a hassle-free manner while saving 200,000+ agent hours.
StarHub, A leading homegrown Singapore company, StarHub delivers world-class communication, entertainment, and digital solutions. The company sought to deliver prompt support and improve customer experience on messaging channels. It also wanted to improve Net Promoter Score (NPS). It partnered with Haptik to build a chatbot that could create unique intents and pre-built journeys.
StarHub was faced with inconsistent handling of customer issues that led to long wait times, while agents had to toggle between multiple platforms to gather information for customers.
Haptik built a chatbot solution that had 3000+ unique intents and 50 pre-built journeys to answer a wide range of customer queries. StarHub was able to reduce its support wait times by almost half with the implementation of Haptik’s bot while there was a 125% improvement in NPS too.
