通过人工智能驱动的聊天机器人提高客户保留率：Hathway 和 Haptik 的案例研究
技术
- 网络与连接 - 网关
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 建筑物
- 水泥
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
- 系统集成
关于客户
Hathway Cable and Datacom Limited “Hathway”隶属于 Reliance Industries，是印度领先的有线宽带和有线电视服务提供商之一。 COVID-19 的出现导致使用 Hathway 数字平台（包括其应用程序、自助门户和网站）提出查询、投诉和请求的客户数量增加。
挑战
分析和回答客户查询的漫长过程导致响应时间变慢、解决方案延迟和成本上升。 Hathway 希望改进票务系统并减少顾客在此过程中的等待时间。目的是减少首次响应时间并提供即时查询解决方案。 Hathway 希望提供全天候的常见问题解答，以提高客户满意度。我们的期望是看到铅的增加并建立销售渠道。
解决方案
Hathway 与 Haptik 合作创建了 DIVA，这是一款旨在改善客户服务和缩短响应时间的聊天机器人。 DIVA 部署在 Hathway 的应用程序、自助门户、网站和 WhatsApp 上，旨在大幅提升整体客户体验。聊天机器人会自动为未解决的问题创建票证并提供按需支持。该机器人还负责管理营销活动，包括与现有用户分享优惠和促销活动，以及捕获潜在客户并建立强大的销售渠道。还可以通过与该系统中的支付网关集成来更新客户帐户。
运营影响
数量效益
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