The Challenge

Our client, a rapidly growing company, faced a surge in customer inquiries such as order booking, modification, and cancellation through multiple channels. To tackle this, they required an intelligent omnichannel customer service solution.

The Solution

We developed an interactive chatbot powered by Generative AI, efficiently handling 30K customer interactions per day across 12 different service flows of end-user queries and requests. The platform seamlessly engaged customers through diverse channels like web, mobile, WhatsApp, SMS, ensuring prompt inquiry handling and streamlined service order creation to enhance the overall customer experience.

Notable features included real-time insight generation for customers, simplified booking through text or voice input, and a significant reduction in the need for manual bookings.