Ada > 实例探究 > Moka 如何利用 Ada 的聊天机器人扩大客户支持并改善客户体验

Moka 如何利用 Ada 的聊天机器人扩大客户支持并改善客户体验

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用例
  • 对话机器人
  • 语音识别
关于客户
Moka 是一家直接面向消费者的金融科技公司,致力于帮助加拿大人实现其财务目标。他们有一个移动应用程序,提供自动投资、智能储蓄计划和有价值的奖励。 Moka 拥有庞大的加拿大千禧一代用户群。
挑战
Moka 是一家直接面向消费者的金融科技公司,由于快速增长而经历了成长的阵痛,需要扩大其客户支持。他们缺乏强大的支持功能,无法大规模提供出色的客户体验。
解决方案
Moka 与 Ada 合作,在 5 周内推出了对话式 AI 聊天机器人。聊天机器人位于支持渠道的顶部,提供自助服务和路由选项。 API 用于自动提交票证。该机器人使用客户成功团队的专业知识进行了培训,识别率高达 95%。自动化优先的 CX 策略使客户能够 24/7 自助服务,并将复杂的案例升级为实时聊天代理。
运营影响
  • The implementation of Ada's AI chatbot solution resulted in significant operational improvements for Moka. One of the major challenges Moka faced was that support agents were spending too much time answering general FAQs. With the automation-first customer experience strategy, Moka’s customers were able to instantly self-serve 24/7. Despite rising ticket volumes, the average number of tickets being handled by agents did not increase. More complex customer cases were seamlessly escalated to a Moka live chat agent, including a chat transcript and relevant customer details, making the tickets easier to resolve. As a result, over 41% of conversations are now fully contained within the bot, freeing up support agents and shortening wait times for high-value customers. The success of the chatbot also allowed Moka to rethink its team’s growth and make strategic decisions.

数量效益
  • 75% customer engagement rate

  • 45% of interactions resolved by Ada

  • 95% query recognition rate by the chatbot

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