Optimized Virtual Assistant Reduces Workload and Boosts Customer Satisfaction
Although one of the world’s largest telecommunications
companies already had an existing chatbot / virtual assistant
(VA) on its customer-facing website, they had only just begun
to tap its full potential. They asked CapTech to partner with
them on enhancements that would realize more value for the
business and for customers.
Customers want and increasingly expect to be able to find
answers and solve issues online. At the same time, the
client’s customer call center was already overworked. A
more robust and customer-responsive chatbot would
increase the “containment” rate (percent of requests fully
handled within chat), thereby reducing call center demand
and boosting customer satisfaction.
Analysis – A specialized conversational design team analyzed existing customer “intents” and conversational flows with low containment rates to see where enhancements could be made. We then made a series of recommendations to improve the customer experience by offering more functionality within the chat experience.
Design – We worked with the client’s marketing team to understand their brand and make sure the chat experience reflected their messaging strategy. We then created individual intent briefs to tackle high-priority utterances and outline key potential changes. A CapTech conversational tech copywriter drafted scripts, ensuring that the bot provided accurate and useful solutions, projected the right personality, and aligned with the client’s existing brand standards.
Testing – After developing a chat prototype for each redesigned intent, we conducted table reads and user testing, making improvements and clarifying language to ensure an improved and successful experience.
CapTech provided the client with future-state flows for over 40 intents to help customers self-serve and to
increase containment for a variety of important user tasks.
Facilitated work with legal, compliance, marketing, and
IT for content reviews and approvals.
Helped internal team to process for getting the new
flows into production.
Fully prepared client to replace existing chatbot with a
more robust, reimagined version, which would minimize
customer service involvement and maximize customer
Worked with the client to quantify return on investment
based on containment rate and other improvements.