Development and implementation of a chatbot for Ukrtelecom

 Client

Ukrtelecom is the largest fixed-line operator in Ukraine.

The company provides a wide range of electronic communication services in all regions of the country.

It is a leader among fixed-line internet providers.

Ukrtelecom has the largest Internet coverage and the most extensive optical network.

 About the project

The company came to us with the need to create and implement a chatbot to improve the quality of service and optimize the work of the contact centre, as well as to increase customer engagement and improve the overall efficiency of the company.

 Challenges

• Heavy workload at the contact centre;
• Lack of automatic processing of frequent and typical customer questions;
• Long waiting times for users, which negatively affected the user experience.

 Solution

01

Development and implementation of a chatbot.

02

Integration of the chatbot with the company's key systems to provide prompt and reliable information to the client.

03

Selection of the most popular and convenient messengers for customers: Telegram and Viber.

04

Development of an effective admin panel that allows you to administer portal users, provide access to integrations, and monitor the work.

 Why did we choose a chatbot as a solution?

1. Round-the-clock customer support, which allows the company's clients to receive the necessary information and assistance at any time of the day.
2. Reducing the waiting time for users and ensuring quick resolution of their issues, which positively affects the experience of interaction with the company.
3. Automation of processing frequent and typical customer questions. This reduces the workload of contact centre specialists, who can focus on solving more complex and specific issues. As a result, the efficiency of the contact centre increases, and the response time to requests decreases.
4. With the help of a chatbot, the company's customers can view the status of connected services, generate and/or pay an invoice, request the connection of services, activate a credit period, and report any difficulties in the operation of services. This also reduces the workload of contact centre specialists, increases their efficiency, and reduces the time required to respond to requests.
5. Increase customer engagement. Chatbot allows users to submit a request for service activation. In addition, the ability to send promotional emails increases the number of users who want to connect services.
6. The ability to flexibly customize the chatbot menu according to business needs.
7. A wide range of platform features allows you to create chatbot scenarios, new chatbots and combine them to work together as a whole or separately, send marketing emails, collect and analyse information on interaction with the chatbot to better understand audience needs.

 Platform features

The chatbot has a portal and an admin panel.

The portal provides the following tools:

• Chatbot script builder, which allows you to create and edit chatbot scripts and then launch them in communication channels. A specialist who has been trained or is proficient in BPMN can easily create scenarios on their own.

• A chatbot router that allows you to create a branched structure of chatbot scenarios by combining several chatbots and routers. As a result, the router will work as a single chatbot.

• A chatbot channel mailing list that allows you to send an informational message to all chatbot users in the communication channel. Ukrtelecom uses marketing campaigns to attract new customers every month.

• Analytics for each of the chatbot scenarios, which allows you to build pre-configured reports and monitor the success of the connected scenario. Portal users can customize the graphs at their discretion and select the graphs that are relevant to them:

♦ Number of connections to the chatbot for a certain period;

♦ Number of users who stopped at certain steps;

♦ Average time to complete the entire scenario or a scenario step;

♦ Ratio of the number of users who completed the scenario to the end to the total number of users who communicated with the chatbot during the specified period;

♦ The number of chatbot users for a certain period.

Admin panel:

The admin panel provides effective management of the chatbot: administering portal users, providing access to integrations, and monitoring performance.

 Additional features

1) Integration with mail, which is customized for a specific user.

2) A timer that can be set as needed, and automatically performs the required action. For example, auto-closing a dialogue with a user.

3) Different types of buttons that are convenient and easy to add and use. For example, the ‘share number’ button, and link buttons. The menu of buttons is dynamically generated to best meet the needs of users and businesses.

4) Ability to work with files: receive and send. This allows you to generate an invoice on request and provide the user with a chatbot.

Results

01

Significant reduction in service time:

• A request for a personal account is processed in seconds.
• A request for a service order is processed in a few minutes.
• Bill payment is convenient and always available.

02

Reduced workload on the contact centre. The chatbot solves issues for an average of 20,000 users. In just six months since the chatbot was introduced, about a hundred thousand users have used it.

03

Using the chatbot, the company's customers can view the status of connected services, generate and/or pay an invoice, request service activation, activate a credit period, and report any difficulties in the operation of services.

04

This set of features helps to improve the quality of service and increase customer satisfaction, which has a positive impact on the company's overall performance.