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Case studies

Making waves, one conversation at a time.

Focusing on the Financial services, Insurance, Retail & Property sectors, GotBot Ai is here to take your business to the next level, by using the power of chatbots.

View our case studies below, and see how we're transforming the industry chat by chat.

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Overview

A local credit provider in South Africa required a machine learning chatbot service to reduce the number of inbound calls to their call centre. 
 

Over 60% of inbound calls were asking the same questions. 

​

• What is my current balance? 

• What is my interest rate?

• When do I need to pay my balance?

​


GotBot was able to provide the answer to the customer within 43 seconds, rather than the traditional means of a telephone call which held an average handling time of over 6 minutes.


The results? Less human resources are required to achieve the same goal in a fraction of the time.

GotBot CustomCare

(Based on an average calendar month)

70%

of the replies were successfully automated via the GotBot CustomCare platform

Traditional method

(Call centre)

6 mins

Average time required to fulfil client requests via a call centre agent.

VS

43 sec

to fulfil the same requests via the

GotBot CustomCare platform

​

(6x Faster / Assisted 24/7)

01 Credit Provider

casestudy01

Overview

A large retail bank required a solution to deal with their acquisition process of loan through their webchat.

​

GotBot was asked to tender and was awarded the project and implement the new solution.

 

The GotBot CustomCare chatbot was tasked to automate their leads generation process

through webchat.

​

By utilising GotBot on their website, this business was able to convert organic web traffic into millions of rands worth of new business in just a few short months.

27 126

total messages from customers

(requests or questions through traditional webform)

GotBot CustomCare

(Based over a 5 month period)

R 11.3 Million

Loans acquired during the 5 month period

12 180

Number of leads over the 5 month period

​

02 Retail Bank 

3 863

Sales forms submitted

(Handover from the chatbot)

casestudy02

Overview

A bank required GotBot to facilitate automated first level support by using Webchat as a channel to customer.

 

Furthermore, enabling a chatbot to increase customers’ satisfaction and engagement with instant and relevant answers to their queries. Commissioning of a webchat chatbot. This included critical intents based on FAQ’s and Knowledge Centre. Chatbot must be able to augment work and route conversation to the back office if specific intents are triggered.

 

Implement a scalable chatbot that can;

 

  • Simulate intelligent responses to customers questions using a consumer centric interface integrated into the website and app. 

​

  • Provide option based responses based on business rules and has transactional and survey capabilities.

​

KPI measurements, Active users, The number of engaged users, Deflection rate based on industry standard without a handoff to web chat, Satisfaction rate & Minimum fall back rate to webchat based on industry standard.

​

28 126

total messages from customers

(requests or questions through Facebook messenger)

6 891

Sales forms submitted

(Handover from the chatbot)

GotBot CustomCare

(Based on a 8 month period)

R 21.6 Million

in sales generated during the 8 month period

16 299

unique users over the 8 month period

03 Bank 

Overview

A retailer required a solution to deal with the sales and acquisition process during high volume campaign periods.

 

A South African Retailer needed a chatbot solution to respond to an extremely high number of users during advertising campaigns and product pushes.

 

The bot was built to take users through an  automated workflow where it then captured their details and then submitted them to their company dialer, using a custom-built integration. 

​

The workflow also triggered an automated credit check process during the acquisition process.

​

​

499 212

total messages from customers

(requests or questions through Facebook messenger)

23 694

sales forms submitted

(Handover from the chatbot)

GotBot CustomCare

(Based on an average calendar month)

R 2 Million

in Sales generated for the retailer

28 226

unique users

04 Retailer / Social Commerce

Overview

A bank based in Zimbabwe required a solution to deal with a large influx of messages through Facebook Messenger and WhatsApp.

 

Zimbabwe has seen a massive growth in connected mobile users. 2011 had approximately 1,4 Million users vs. 6,7 Million in 2019.

​

Due to the growth, companies have had to find methods to support users through social media platforms.

 

GotBot was asked to tender and was awarded the project to implement.

 

The GotBot CustomCare chatbot was tasked to deal with the trivial questions and allow the contact centre agent to manage more in-depth customer queries all through one consolidated interface.

8 300

total messages from customers

(requests or questions through Facebook messenger)

2 024

messages were handled by a human

(Handover from the chatbot)

GotBot CustomCare

(Based on an average calendar month)

6 276

of replies were successfully automated via the GotBot CustomCare platform

44%

Increase in call centre agent capacity

05 Bank (Zimbabwe)

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