Case studies Transport & logistics
A multilingual customer service chatbot for a land transport operator
A leading land transport operator
21%reduction in call-centre volume
3×
Faster request turnaround
Multilingual
English and local languages
The challenge
The operator wanted to automate customer service and reduce call-centre costs, in English and local languages, without losing the ability to pass complex cases to a person.
What we built
- A multi-channel, multilingual chatbot integrated with the CRM for real-time customer context.
- Handles lost items, frequently asked questions and transaction queries.
- Hands over to a live agent for complex issues, with the conversation attached.
The results
- Call-centre volume reduced by up to 21%.
- Customer request turnaround three times faster.
- Consistent service across languages and channels.
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