Hellobot

The client wanted to automate processes connected with contacting their customers via phone channel. Implemented alterations were supposed to reduce the costs related to the man-hours lost by a car service when its clients didn’t show up at a prearranged time. The overall project came down to creating a voicebot to optimize and automate three phone channel based processes formerly fulfilled by the employees of car showrooms and services.

All these processes were provided by assistants and advisers of Skoda Lellek showroom – the procedures were labour-intensive and nearly fully manual. Thanks to using a voicebot and shi!ing to automation, employees could dedicate their time to customers who visit the showroom in person.

We used it due to its high efficiency and great performance.
The technology is supported by Microso” which guarantees
constant updates and fixes. What’s most important, it allows a plenitude of possibilities – whatever you’ll up to, it’ll help you achieve your goal. In addition to its advanced solutions, it’s also reliable, stable, and lets you work faster and more productively.

Our collaboration started with workshops that lasted two days. We performed a complex analysis of the company, paying special attention to the possibility of optimization and automation of all its processes.

Next step was fitting the solution with a well defined target audience and its needs. We also pinned down the bot’s personality and conversation scenarios for each of the automated processes and target groups.

After the processes were written down and mapped, the client chose three of them which could be operated by a voicebot. At this point we’ve also determined additional processes dedicated for automation, KPIs, and expected benefits.

It’s able to identify a client’s intention while holding a conversation. Additionally, if it calls a client and there’s no answer, it calls again in a defined time interval. A client can call back, too.

To let the client keep up with all the processes performed by Hellobot, it sends daily email reports with a status of realized calls and details about every record from data basis to an employee responsible for the process in the company.

What’s more, we frequently update its knowledge base, build and complement phrases concerning Lellek’s clients’ responses. We are also able to modify a conversation’s parameters such as: questions order, speed of talking, conversation scenarios depending on obtained answers, calls schedule, and a manner of handling incomprehensible phrases. Such approach allows us to increase the efficiency of a conversation and maximize the benefits of using a voicebot in Lellek company

Chosen business process had to comply with a
number of criteria – provide the client with a business value, confirm effectiveness of the system and agility of its implementation, and reduce the necessity of integration with client’s systems.

Matching the needs of POC, the bot was implemented in a Bot as Service model, assuring complete infrastructure on Hellobot’s side and requiring only one integration – with the client’s phone number. In the future we plan an integration with the dealer’s CRM, an end-to-end automation, and an automatic edit of the service calendar.

The first phase included internal testing conducted before the implementation. Its purpose was to work out the best scenario fulfilling all the assumptions and to check if the bot understands it well.

Then, we moved on to the second phase of tests – this time along with the client. The process involved some cosmetic changes optimizing the dialogues in order to increase customer’s satisfaction and reduce the amount of unsuccessful conversations.