利用 AI 彻底改变加密货币领域的客户支持：LiteBit.eu 案例研究
技术
- 应用基础设施与中间件 - 区块链
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 消费品
- 教育
用例
- 实时定位系统 (RTLS)
- 时间敏感网络
关于客户
LiteBit.eu 是一家总部位于荷兰的加密货币经纪商，成立于 2013 年。该公司为日常消费者提供购买、出售和存储 55 种不同类型加密货币的平台。每个月都有成千上万的欧洲用户转向该平台，提供高质量的客户体验是 LiteBit.eu 品牌价值和差异化的核心支柱。该公司的 NPS 得分高达 93%，表明客户满意度很高。然而，加密货币受欢迎程度的迅速上升导致客户咨询量大幅增加，对公司提供卓越客户支持的承诺构成了挑战。
挑战
LiteBit.eu 是一家总部位于荷兰的加密货币经纪商，成立于 2013 年，提供购买、销售和存储 55 种不同类型加密货币的平台。该公司以提供高质量的客户体验而自豪，其 93% 的 NPS 得分令人印象深刻。然而，2017 年加密货币流行度的激增导致客户咨询量大幅增加，LiteBit.eu 现场支持代理的工作量增加了一倍多。这种突然的增长威胁到了客户支持的质量，而客户支持的质量是 LiteBit.eu 品牌价值的核心支柱。尽管该公司推出了 Zendesk 票务软件来简化客服人员的工作，但它无法提供实时响应，而这对于维持 LiteBit.eu 闻名的个性化体验至关重要。该公司需要一种解决方案，能够在不影响其行业领先的 NPS 的情况下扩展强大的自动化。
解决方案
为了应对这一挑战，LiteBit.eu 建立了世界上第一个自动化客户体验 (ACX) 团队，致力于将人工智能集成到客户旅程中。 ACX 团队与领先的人工智能平台 Ada 合作，在不到一个月的时间内构建并推出了品牌聊天机器人。该聊天机器人旨在为 LiteBit.eu 的网站和应用程序提供 24/7 多语言客户支持。使用 Ada 的平台，该机器人自动处理了 60% 的现有复杂常见问题解答，创建了引人入胜的内容，促进了对平台的更好理解，提供了有关交易市场的实时信息，并鼓励更多地采用自助服务。该聊天机器人还与 LiteBit.eu 现有的 API 集成，以提取特定于各个货币的即时性能指标，为客户提供实时教育。此外，该机器人还配备了 Ada 的 Intros 功能，可根据客户的搜索行为向其发送独特的消息，并配备 Ada 的多语言功能，可使用 10 种语言吸引客户。
运营影响
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