Multi-lingual Self-Service with Agent Escalation via WhatsApp Chatbot
CHATBOT
WHATSAPP
LIVE CHAT
EMAIL
CCAAS
CONVERSATIONAL
PLATFORM
AI
SCALABILITY
ENHANCED TRACKING
CHATBOT %
CX SATISFACTION
RESPONSE TIME
Summary
Payroll service provider Edenred UAE used Infobip's cloud contact center and multilingual WhatsApp chatbot to handle increased customer support demand, achieving a 96% decrease in wait times and significantly enhancing efficiency and satisfaction.
Challenges
Handling increased customer support demand due to user growth from 1 million to 1.5 million cardholders, previously reliant on email.
Solution
Edenred UAE implemented Infobip's cloud contact center and multilingual WhatsApp chatbot for improved customer support communication.
Outcome
Achieved a 96% decrease in wait times, 69% of chats self-serviced, and 78% increase in first call resolution, enhancing efficiency, scalability, and customer satisfaction.
Sources
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