Freshworks > 实例探究 > Dunzo 如何使用聊天机器人解决客户查询并提高运营效率

Dunzo 如何使用聊天机器人解决客户查询并提高运营效率

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技术
  • 分析与建模 - 机器人过程自动化 (RPA)
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 设备与机械
  • 运输
适用功能
  • 物流运输
  • 销售与市场营销
用例
  • 对话机器人
  • 最后一英里交付
关于客户
Dunzo 是一个 24x7 一体化配送平台,每月为印度 8 个主要城市的用户配送超过 200 万份订单。他们的客户群主要是 Z 世代和千禧一代用户。
挑战
Dunzo 需要一个高性能的客户支持工具来处理大量业务并改善客户体验。
解决方案
Dunzo 实施了 Freshworks 的客户消息传递平台 Freshchat,该平台提供了强大的消息传递优先平台、可靠性和可扩展性以及机器人和自动化功能。
运营影响
  • The implementation of Freshchat has transformed Dunzo's customer service experience. The introduction of bots has automated a significant portion of customer queries, freeing up agents to handle more complex issues. The platform's routing and assignment capabilities have drastically reduced response times, enhancing customer satisfaction. The unification of all customer information onto a single platform has streamlined the process for agents, making them more efficient and effective. The platform's reporting capabilities have also made it easier for managers and team leads to monitor team performance. Dunzo also leverages AI for more than deflection, using Freshdesk's AI-feature Social Signals to track all mentions on social media channels, and automatically converts them into tickets that are addressed by a dedicated team.

数量效益
  • Orders fulfilled per month increased to 2 million

  • Support costs saved by 30%

  • Decrease in resolution time by 80%

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