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Handling a 6x increase in inquiries during COVID with an intelligent chatbot

When COVID-19 hit, the Group experienced a 6x increase in inquiries from anxious clients, ranging from how to furlough employees to how to make their workplace COVID-safe. Having initially furloughed employees itself, the company was struggling to handle the volumes of inbound calls.

Fortunately, we had already been working with our client to prototype an intelligent chatbot for the core platform, and we were able to turn the proof of concept into a fully-fledged working bot in just a couple of weeks. Built with Microsoft Bot Framework and trained using Microsoft Q&A Maker, the bot was able to provide answers to many basic questions, relieving pressure on the contact center.

Since implementation, we’ve expanded the bot’s knowledge base using ValueLabs DAN neural search to find answers in unstructured documents. Today, the bot can resolve over 65% of queries it receives without recourse to a human agent, and that number is increasing all the time as we continue to refine it. What’s more, the bot is available to all 300,000 users of our client’s HR and health and safety services – not just designated contacts at each client.

Our work in the domain of Cognitive services, not only helped our clients increase their Net Promoter Score, but also won the Stevie Award for Innovation in Customer Service!

By –
ValueLabs Editorial Team

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