boost.ai > 实例探究 > 利用对话式人工智能提高客户服务效率:Mekonomen 案例研究

利用对话式人工智能提高客户服务效率:Mekonomen 案例研究

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技术
  • 基础设施即服务 (IaaS) - 虚拟私有云
  • 可穿戴设备 - 虚拟现实(VR)眼镜/耳机/控制器
适用行业
  • 汽车
  • 电子商务
适用功能
  • 维护
  • 销售与市场营销
用例
  • 对话机器人
  • 智能停车
服务
  • 培训
关于客户
Mekonomen 是北欧领先的汽车备件零售商,提供汽车服务和维修以及售后产品。他们希望将客户联系从电话渠道转移到在线渠道,以减轻联络中心的负担。
挑战
Mekonomen 是一家领先的汽车零部件零售商,通过电话进行大量客户咨询,导致效率低下且客户等待时间较长。他们的实时聊天服务也存在类似的瓶颈。
解决方案
Mekonomen 实施了由对话式 AI 提供支持的虚拟代理,以扩大对客户服务流量的响应。虚拟代理回答一般问题,引导客户访问网站上的相关页面,并支持自助服务。
运营影响
  • The implementation of the AI-powered virtual agent has significantly improved Mekonomen's customer service operations. The virtual agent acts as a friendly concierge, directing customers to the information they need and empowering self-service. This has been well-received by Mekonomen's clientele, with most customers starting with the chatbot first and working their way outwards from there. The virtual agent has also reduced the load on the company's contact center, with very few customers needing to be transferred to a human operator for further support. The success of the project has led Mekonomen to consider further development of the virtual agent, including deeper integration with the company's other systems.

数量效益
  • The virtual agent resolves around 95% of all requests successfully.

  • Less than 10% of conversations need to be transferred to a human operator for further support.

  • Significant cost savings as the company only pays the call center per call, with no cost running the chatbot.

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