How a chatbot will help boost our service level
“What is the status of my order?” and “What time will my groceries be delivered?” are just two examples of the questions that make up for many of the enquiries our customer service representatives deal with each day. Around 60% of these questions are easy to answer. These small tasks add up quickly though and the more it takes in total, the longer other customers might have to wait for their turn.
More time for our customers
Automations can help take over standard but time-consuming tasks from our employees, giving them more time to add value to conversations with our customers. That’s why Jumbo Tech Campus specialists are implementing a chatbot to help answer the most frequently asked questions. The Salesforce specialist for this project is Sathish Karunakaran. We talk to him about the specific challenges of incorporating a chatbot in an organization as big and complex as Jumbo.
So much for standard solutions
For its CRM, Jumbo uses Salesforce, which has its own proprietary chatbot solution. But that is not what Sathish and his team opted for. Sathish: “It has a few limitations, one being that it requires a human agent to be available all the time, which really feels redundant. We wanted a solution that can handle most requests of its own, at all times of the day, and when it can’t transfers the customer including chat history to a human agent. Besides that, we wanted to be able to deploy the chatbot in other types of communication as well. Such as voice-solutions or within WhatsApp.”
Google Dialog Flow
Sathish and his team chose Google Dialog Flow as the base for their chatbot implementation. Sathish: “It has some very useful features, dynamic updates being one of them. When it finds a better way to phrase questions or to say something, it will make a suggestion. We then only have to approve or decline.” This is the team’s first time working with and on this Google powered platform, but they have some outside help from GroupM Conversational. They help them create, update, and expand the scripts, giving the Jumbo Chatbot its own voice, as it were. The Customer Service Center colleagues also provide input and feedback, helping the system get more accurate, useful and user friendly quickly.
Where would you like to have a chat?
The chatbot will be deployed on the Jumbo app first, followed by the Jumbo website. Sathish: “It took a while to interface our solution with the chat widget we plan to use. But it all worked out. The next dot on our roadmap is WhatsApp. Most of our conversations with our customers take place there, which makes sense, since it is installed on nearly every smartphone. Getting it to work on WhatsApp is a little more complicated, but we are confident that we will get it working.”
Clear about ambitions
While implementing a chatbot certainly is a new adventure for Sathish, Salesforce holds little secrets for him. His 11-year career evolves around this CRM solution. Having worked as a consultant for companies such as Tata and Capgemini, Sathish joined Jumbo in 2020. He started out as a Solution Engineer. Sathish: “From the start I made it clear what my ambitions were. I wanted to become a Salesforce Architect. My manager promised me that would happen and here we are. Jumbo really helped me to learn a lot more about Salesforce, also because here we use almost all features it has to offer.”
Recently Sathish received 2 important Salesforce accreditations. “But my hunger for knowledge isn’t satisfied. There’s more to learn and discover and that is exactly what I plan on doing.”
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