Integrating multiple data sources for omni-channel CX
CHATBOT
LIVE CHAT
CONVERSATIONAL
PLATFORM
AI
STREAMLINING
SCALABILITY
CONTACT VOLUME
CHATBOT %
Summary
Swedish energy company Vattenfall used CM.com's Conversational AI Cloud to integrate communication channels, enhancing customer engagement and operational efficiency with over 2 million interactions, streamlining processes across the organization.
Challenges
Vattenfall faced challenges in integrating and digitizing communication channels, aiming for a fossil-free life within one generation.
Solution
Vattenfall implemented chatbot Nina with CM.com using Conversational AI Cloud across website and app for streamlined customer interactions.
Outcome
Streamlined customer interactions, improved engagement, facilitated better internal communication, and achieved over 2 million interactions, demonstrating scalability, enhanced tracking, and continuity.
Sources
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