AI 驱动的协助彻底改变了咖啡与百吉饼的客户支持
技术
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 水泥
适用功能
- 销售与市场营销
用例
- 对话机器人
- 时间敏感网络
关于客户
Coffee Meets Bagel 是一款流行的约会应用程序，专注于帮助世界各地的人们通过人际关系的质量而不是数量来寻找潜在的合作伙伴。这种对真实连接的关注帮助该应用程序不断发展，为数百万客户提供服务。然而，随着公司的发展，它在管理客户服务方面面临着挑战，支持团队每月都会被数千封新电子邮件通知单淹没。这导致客户等待时间较长，并对客户体验产生负面影响。
挑战
Coffee Meets Bagel (CMB) 是一款流行的约会应用程序，随着公司的发展，在管理客户服务方面面临着重大挑战。每个月都会收到数千封新电子邮件通知单，让支持团队不堪重负，导致第一次回复的平均等待时间为 12 小时。这对客户体验产生了负面影响，因为客服人员花时间解决本来可以在没有实时支持的情况下处理的简单问题。事实证明，客户服务对人际联系的依赖是一种障碍，而不是优势。
解决方案
为了应对这一挑战，CMB 与 Ada 的 ACX 顾问合作，在 30 天内开发并推出了人工智能助手。利用 Ada 的用户友好型平台，CMB 使用其现有内容和支持电子邮件创建了一个自定义聊天机器人，以推动客户查询。该聊天机器人只需两行代码即可部署，为 Android 和 iOS 应用程序客户提供即时 24/7 支持。该解决方案消除了时间和地理位置等障碍，导致客户咨询量显着增加。该聊天机器人与 CMB 的实时聊天软件集成，可在客户需要人工帮助时实现无缝过渡。聊天机器人的实施改变了代理的角色，使他们能够专注于主动和战略举措。
运营影响
数量效益
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