Self-service chatbot for customers
CHATBOT
WHATSAPP
CONVERSATIONAL
AI
STREAMLINING
AGENT PRODUCTIVITY
AUTOMATED RESPONSES
CX SATISFACTION
Summary
DHL Parcel Benelux, a delivery service, used CM.com's Conversational AI in Benelux to enhance customer service with the Tracy chatbot, improving satisfaction and operational efficiency by streamlining inquiries and reducing response times.
Challenges
Enhance customer service using Conversational AI, improve operational efficiency, and streamline agent productivity through digital channels.
Solution
DHL Parcel Benelux implemented a self-service chatbot with CM.com using WhatsApp and email for customer inquiries.
Outcome
Reduced delivery costs, increased customer satisfaction, improved operational efficiency, streamlined response times, and enhanced customer service through automated responses and multi-channel communication.
Sources
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