AfterPay, Arvato Finance
23% of all conversations for AfterPay are routed through the chatbot 'Sofie' with a response accuracy of over 90%.
The Challenge
AfterPay was struggling with the common problems of traditional customer service while trying to keep up with a rising number of client queries.
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High cost of customer service
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Repetitive questions
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Customer Service not available outside working hours
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Slow response time to customers was reducing NPS
The Solution
Sofie, our AI powered solution, is integrated into core systems and speaks fluent Dutch to understand and respond to customers.
LANGUAGE
Dutch
USE CASE
Customer Service and FAQs
Key Features
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Authentication of user
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Fetch open invoices
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Secure payments of invoices
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Hybrid Chat
Results
We are quick, cost effective and offer an out of the box domain knowledge and integration.
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>90%
accuracy
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20%
overall queries across channels handled by Sofie
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62%
of topics handled by the bot
What AfterPay has to say about us
Enterprise Bot does what it promises. They have been able to get our chatbot 'Sofie' up and running in a very short time. Within 3 months it showed a consistent high accuracy level of over 90%, and it handles over 20% of all incoming traffic. Definitely a success!Freija Brouwer Scrum Master, AfterPay
SIX Payment Services
Bounce rate declined by 6.2%, Average Session Duration increased by 19.2% and clicks on the Contact Page have fallen by 90% since the chatbot was introduced.
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