利用 Infobip 转变客户服务：阿联酋 Edenred 案例研究
技术
- 平台即服务 (PaaS) - 应用开发平台
- 机器人 - 轮式机器人
适用行业
- 建筑物
- 金融与保险
适用功能
- 销售与市场营销
用例
- 对话机器人
- 时间敏感网络
服务
- 云规划/设计/实施服务
- 系统集成
关于客户
Edenred UAE 是阿拉伯联合酋长国一家快速发展的薪资服务提供商。他们为超过 6,000 家公司、200 万名员工提供服务，并与 10 家银行和超过 35 家金融机构合作。他们的 Edenred 薪资平台和 C3Pay 移动应用程序促进金融包容性和遵守当地法规。
挑战
在实施 Infobip 的解决方案之前，Edenred UAE 依赖电子邮件作为客户服务渠道，但该渠道对关键指标的可见性有限，而且没有自助服务功能。随着客户群的增长，客户支持变得更难处理和跟踪。
解决方案
Edenred UAE 实施了 Infobip 的云联络中心解决方案 Conversations 和聊天机器人构建平台 Answers，以实现客户服务自动化。他们使用 Answers 创建了一个多语言聊天机器人，可以解决常见查询并在需要时将复杂查询传输给代理。对话提供分析以改善客户支持。
运营影响
数量效益
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