SOLUTIONS TECHNOLOGIES ABOUT INSIGHTS CAREERS CONTACT CASE STUDY CUSTOMER STORY, INSIGHTS, SALESFORCE Improving Customer Experience and Self Service with Chatbots & AI SHARE WHAT WE FACED Challenge A leading retail energy provider was experiencing increased customer service inquiries via call center and live chat. Typical consumer concerns had been exacerbated by the pandemic and unprecedented weather events, leading to increased volumes. The retailer needed to find strategies to maintain customer satisfaction and quality of customer service, while managing the increasing costs of customer service operations. The client decided to build an AI-powered Chatbot that would enable customers to self-serve their most frequent requests and minimize the need for customer service calls. Implemented Technologies SALESFORCE EINSTEIN BOTS, FLOWS, AND APEX WHAT WE DID Solution The team designed and developed a Chatbot powered by Salesforce Einstein natural language processing (NLP) to provide customers with conversational dialogs for self-service. Through the Chatbot, customers would be able to: Verify identity against their account billing information Confirm current account balance and get details of last payment Make payments for bills and disconnection notices Set up deferred payment plans and payment arrangements, which are finalized with a live agent Set up follow-ups for specific customer requests that require handling by another business team Connect customers to live chat agent The Chatbot was deployed for (3) retail brands with brand-specific styling but implemented as a single Chatbot deployment on the back-end. This streamlined maintenance and reporting significantly. Based on retail energy provider’s identified KPI’s, we designed metadata and processes to track key activities and visualized them in a Salesforce Dashboard: All payments and transactions processed by the Chatbot Live agent transfers and follow-up requests Volume of chats by retail brand, referral website Volume of chat topics triggered within a chat conversation, with topics defined by the business utilizing natural language processing rules (e.g., make a payment, I want to move) WHAT WE DELIVERED Results The Chatbot had an immediate positive impact in the first three months, and the usage by customers is continuing to grow. In the first 3 months, the Chatbot: Served over 24K unique customers, averaging 8K monthly Deflected 30K calls or live chats, which included all chats that did not require an agent follow-up Provided support for common issues, including fielding 1300 billing inquiries Based on an industry benchmark of $3 per customer service call, the client is saving an estimated $30K/month from call deflection. Let's Talk Subi Philip PARTNER, SALESFORCE PRACTICE CONNECT Related Insights INSIGHTS MRE Consulting Presents the 2021 Child Advocates Superhero Run OCT 21, 2021 | ARTICLE READ MORE ARTICLE Take the Easy Path to Salesforce Trailheads SEP 30, 2021 | ARTICLE READ MORE PEOPLE SPOTLIGHT People Spotlight : Kellie AUG 16, 2021 | ARTICLE READ MORE Get our insights sent directly to your inbox YOUR EMAIL* 3800 Buffalo Speedway, Suite 200 Houston, Texas 77098 Main (713) 844-6400 Service Desk (713) 844-6300 ABOUT INSIGHTS CAREERS CONTACT © 2021 MRE Consulting, Ltd. | Experience Results All Rights Reserved | Privacy Policy