We were approached by ERGO, who wanted to explore the potential of bots, reduce costs in their customer service operations and allow for 24/7 uptime.
Basic chatbots and IVR systems are usually more frustrating than helpful. Advanced, human-like bots are difficult to build in-house and require expensive, specialised AI/machine learning talent.
Using the Rasa AI platform, we were able to run a successful proof of concept that has the potential to automate over 30% of customer requests as a first step towards full automation. The PoC consisted of four main phases:
Integration of Rasa AI into the live chat environment of ERGO Direkt and interaction with customers (“Go live”).