Moka 如何利用 Ada 的聊天机器人扩大客户支持并改善客户体验
用例
- 对话机器人
- 语音识别
关于客户
Moka 是一家直接面向消费者的金融科技公司，致力于帮助加拿大人实现其财务目标。他们有一个移动应用程序，提供自动投资、智能储蓄计划和有价值的奖励。 Moka 拥有庞大的加拿大千禧一代用户群。
挑战
Moka 是一家直接面向消费者的金融科技公司，由于快速增长而经历了成长的阵痛，需要扩大其客户支持。他们缺乏强大的支持功能，无法大规模提供出色的客户体验。
解决方案
Moka 与 Ada 合作，在 5 周内推出了对话式 AI 聊天机器人。聊天机器人位于支持渠道的顶部，提供自助服务和路由选项。 API 用于自动提交票证。该机器人使用客户成功团队的专业知识进行了培训，识别率高达 95%。自动化优先的 CX 策略使客户能够 24/7 自助服务，并将复杂的案例升级为实时聊天代理。
运营影响
数量效益
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