AI-Powered Assistance Revolutionizes Customer Support for Coffee Meets Bagel
Technology Category
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Cement
Applicable Functions
- Sales & Marketing
Use Cases
- Chatbots
- Time Sensitive Networking
About The Customer
Coffee Meets Bagel is a popular dating app that focuses on helping people around the world find potential partners through quality, rather than quantity, of human connections. This focus on authentic connection has helped the app grow to serve millions of customers. However, as the company grew, it faced challenges in managing customer service, with the support team being overwhelmed by thousands of new email tickets every month. This led to long wait times for customers and a negative impact on the customer experience.
The Challenge
Coffee Meets Bagel (CMB), a popular dating app, was facing a significant challenge in managing customer service as the company grew. The support team was overwhelmed with thousands of new email tickets every month, leading to an average wait time of 12 hours for the first response. This was negatively impacting the customer experience, as agents were spending their time addressing straightforward questions that could have been handled without live support. The reliance on human connection for customer service was proving to be a hindrance rather than an advantage.
The Solution
To address this challenge, CMB collaborated with Ada’s ACX Consultants to develop and launch an AI-powered assistant within 30 days. Using Ada’s user-friendly platform, CMB created a custom chatbot using their existing content and support emails that were driving customer inquiries. The chatbot was deployed with just two lines of code, providing instant 24/7 support to both Android and iOS app customers. This solution removed barriers like time and geography, leading to a significant increase in the volume of customer inquiries. The chatbot was integrated with CMB’s live chat software, allowing for a seamless transition when a customer required human assistance. The implementation of the chatbot transformed the role of the agents, allowing them to focus on proactive and strategic initiatives.
Operational Impact
Quantitative Benefit
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