Revolutionizing Customer Support with Advanced Chatbot Features: A Case Study by CBM Digital for Zen Internet
2023-12-19
Salesforce Integrated Chatbots
At CBM Digital, we are thrilled to present a transformative leap in customer support services with our state-of-the-art chatbot, a collaborative creation for our esteemed client, Zen Internet, a leading Internet Service Provider based in Rochdale, Greater Manchester. This case study unfolds the story of ingenuity and partnership between Zen Internet's commitment to excellent customer service and CBM Digital's innovative technology solutions.
Zen Internet: Pioneering Quality and Connection
Zen Internet has always been at the forefront of providing reliable and high-quality internet services. With a strong ethos of customer-first, they sought to enhance their customer interaction, addressing needs swiftly and efficiently. This vision set the stage for a partnership with CBM Digital, aiming to leverage the latest in AI-driven support systems.
The Beginning: A Vision of Advanced Support
CBM Digital's journey with Zen Internet began with a shared goal: to revolutionize the way customer support is perceived and delivered. Understanding the criticality of timely and accurate support, we introduced an intelligent chatbot solution designed to be more than just a tool; it's a new member of the customer support team.
Introducing the Chatbot: Meet Zeni, Your Digital Assistant
Zeni is our innovative chatbot, designed to enhance customer interactions with its friendly and efficient service. It's a testament to seamless functionality, having successfully interacted with over 1000 customers. Zeni's user-friendly design and intelligent conversational abilities make it an effective point of contact, providing solutions and transforming the customer experience. With each interaction, Zeni proves how a digital assistant can bring ease and efficiency to customer service.
Zen Internet Chatbot
Human Handover: Adding a Personal Touch to Digital Customer Service
Our chatbot is designed with a unique 'Human Handover' feature. When a conversation requires a personal touch or specialized assistance, our chatbot seamlessly transitions the user to one of our experienced human agents. This ensures that each customer receives the attention and expertise they need, combining the best of AI efficiency and human insight.
Human Handover to Salesforce Liveagent
Out of Hours Cases: Ensuring Continuous Support, Round the Clock
We understand that queries and issues can arise at any time. That's why our chatbot is equipped to handle 'Out of Hours Cases.' When our agents are not available, the chatbot takes the initiative to create Salesforce cases. This feature ensures that no query goes unanswered and every customer issue is queued for prompt resolution.
Salesforce Integration: Achieving Seamless Efficiency
Integration with Salesforce elevates our chatbot's capabilities to new heights. It smoothly integrates Salesforce features, including case creation and live chat, making the process streamlined and efficient. This integration allows for a more cohesive and informative interaction for the user, ensuring that all their data and queries are handled proficiently within the Salesforce ecosystem.
Availability Checker: Providing Instant Information at Your Fingertips
Our chatbot goes the extra mile with an 'Availability Checker' feature. It can instantly inform users about the internet packages available at their specific address. This tool is invaluable for customers looking for quick, accurate information about our services based on their location.
Sales Funnel, Availability Checker
Outage Checker: Keeping Customers Informed About Service Status
To keep our customers well-informed, our chatbot includes an 'Outage Checker.' It promptly notifies users of any service outages affecting them, ensuring they are up-to-date with real-time information about their service status. This feature is a testament to our commitment to transparency and proactive customer service.
Our Approach: A Blend of Agile Practices and Test-Driven Development
Our team adopted a unique approach to develop this advanced chatbot. We believe in the philosophy of 'release early and often', which led us to roll out smaller, frequent updates. This approach allowed us to gather feedback quickly and iterate on new features, leading to a more efficient development cycle.
We are firm believers in the importance of computer-human interaction. We ensured that the end product was not only robust but also intuitive and user-friendly. Our chatbot is designed to be easily interacted with, providing an enjoyable experience for the users.
We also incorporated Behavior-Driven Development (BDD) and Test-Driven Development (TDD) into our process. We used Jest extensively to create unit tests, ensuring the functionality of our application at every step. This allowed us to get quick feedback and maintain the reliability of our chatbot.
We used phased deployment to gradually roll out the chatbot to the website. This strategy allowed us to monitor the performance of the chatbot in a controlled environment and make necessary adjustments before a full-scale implementation.
Our team's approach, combining Agile practices, TDD, and a user-centric design, was instrumental in the successful development and deployment of our advanced chatbot. We are proud of the result and excited about the potential of this technology to revolutionize customer support.
Conclusion: A Future of Smarter, Connected Support
This chatbot signifies more than technological advancement; it reflects a commitment to innovation, quality, and customer satisfaction shared between CBM Digital and Zen Internet. As we look to the future, we are excited about the potential of this technology to continue revolutionizing customer support, maintaining our leading position in Manchester's IT consultancy landscape, and beyond.