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

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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.

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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)

3 863

Sales forms submitted

(Hand over from the chatbot )

A bank required Gotbot to facilitate automated first level support by using web chat 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. Chat bot must be able to augment work and route conversation to back office if specific intents are triggered.

 

Implement a scalable Chat bot that can;

 

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

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

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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 Web chat based on industry standard.

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28 126

total messages from customers

(requests or questions through Facebook messenger)

6 891

Sales forms submitted

(Hand over from the chatbot)

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 products pushes.

 

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

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

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499 212

total messages from customers

(requests or questions through Facebook messenger)

23 694

Sales forms submitted

(Hand over from the chatbot)

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.

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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

(Hand over from the chatbot)