36% reduction in support requests through FAQ bot!
Together with our customer Yello, we implemented a bot that allows users to query the current status of their desired device in self-service.
The bot is integrated in the FAQ section in the Help & Contact area of the Yello website. The user actively finds the bot by researching the topic. So the bot does not jump directly at the user, but follows our mimicry approach.
In an AB test, where an original with phone & FAQs was tested against the variant with phone & bot over several months, the chatbot was able to reduce support requests by a sensational 36%!
Variant with Bot
This is an example of how bots work very well in self-service and are embraced by the user. But the success of a bot is, as always, a combination of functionality, usability and wow effect.
Leave a ReplyWant to join the discussion?
Feel free to contribute!