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Black Friday Chatbot via Google Dialogflow
Our client is one of the regional leaders within the e-commerce industry and wanted to remain anonymous for this case study. Despite having an expanded call center team, they were challenged to manage their increasing traffic during Black Friday. Increasing the number of agents was just insufficient, costly, and not sustainable.
To better manage the increasing call volume, reduce agents’ stress and decrease customer complaints in the most efficient and effective way, the client needed a chatbot that would understand customer requests and provide solution.
As a solution, Call Center Studio designed a Chatbot using Google’s Dialogflow to automatically handle repetitive requests.
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