The client aimed to boost user engagement and support efficiency by adding a chatbot to their web portal. They encountered multiple challenges with manual chat support, which are outlined below.
Existing manual chat support not effectively engaging users or fails to provide satisfactory responses, resulting in low user adoption and usage.
Lacks the necessary features and capabilities to address user queries or fulfill their needs, limiting its effectiveness and usefulness.
Lacks robust analytics and reporting capabilities, making it challenging to measure its performance, identify areas for improvement, and track user behavior.
The development and maintenance of the existing support exceed the budget, causing financial challenges.
ConvergeSol helped the client to revolutionize Customer Experience by building Automated Chatbot using the Amazon Lex V2 service.
The Automated Chatbot is a web based platform which gives the client the capabilities to leverage.
Cost-effective alternative for the web portal in comparison to the expenditure associated with hiring and training additional support personnel.
Provide instant, accurate responses to queries, eliminating wait times and enhancing the overall customer experience.
Swiftly accessing information from a knowledge base, chatbot guarantee prompt and precise responses, leading to enhanced customer satisfaction.
Ability to engage with customers by asking pertinent questions and offering solutions that align with their individual needs.
Our team has successfully developed an administrative interface that simplifies the process of adding new clients. This interface includes a comprehensive functionality that enables the addition of a new bot, which can be seamlessly assigned to a client.
The interface includes features to track interaction count, generate downloadable reports, and view conversation history.
The manager interface solely grants access to view the interaction report and the conversation history.
The round-the-clock customer support feature ensured that customers could receive assistance anytime, even outside regular business hours. This availability enhanced customer experience.
Implementing automated customer interactions has minimized the need for extensive staff training in customer support, leading to substantial cost savings.
Immediate customer query responses has improved satisfaction and elevated the overall experience by eliminating queue wait times and the need for available support personnel.
The platform provided a feature that allows administrator to view user's interaction history, enabled them to track and analyze their previous interactions.
The platform can handle a high volume of concurrent conversations, allowing businesses to scale their customer support without significant resource investments.
The platform capture valuable user data, which can be analyzed to gain insights into customer preferences, behavior, and trends.
Our expertise in facilitating platform scalability and disciplined release management led the client to acknowledge us as a trusted and capable partner.
MS SQL Server
Amazon Lex V2
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