Einstein chat bot implementation

Business Problem

A leading Bookmaker Company in the UK was using Salesforce Live Agent for their Customer Service Operations. During major sporting events, the bookmaker encounters high volumes of customer calls, complaints and requests. It is important that these incidents are handled and managed efficiently to meet compliance requirements, and at the same time resolved to customer satisfaction. Their customer service team struggle during every major sporting event to handle the high volume of incidents.

Business Solution

We teamed up with the Bookmaker Company and implemented AI Service Technology in the form of Salesforce Einstein Chatbot which can draw on customer data and handle transactions and updates in Service Cloud along with the Self Service Knowledge Base within Salesforce Communities.

Outcome

During every major sporting event afterwards, the Bookmaker Company were able to handle high volumes of customer incidents with ease using Chatbots and a huge improvement was seen in their customer service incident management and it also thoroughly helped in maximising customer satisfaction.