Improving Customer Service with the AI Chat
of support teams note an increase in customer service expectations
of consumers agree that AI Chatbots help resolve simple problems effectively
of customers desire instant service with a natural conversation experience
The Customer
A German waste management company is a public service organization responsible for collecting, disposing, and recycling waste in a city. It is committed to sustainable and efficient waste management solutions for regional residential and corporate entities.
The Challenge
The Waste Management Company approached 1648 AI, with the challenges that affected their customer experience and efficiency:
Limited Service Hours
The phone support is available only during standard business hours, making access difficult for users beyond that period.
Navigation Issues
Finding relevant information on the website was a hassle for users, which affected the overall experience.
Resource-Intensive Processes
Manual operations increase operational costs and result in inefficiency.
Solutions
1648 AI developed an AI Chatbot to transform website customer service automation experience, focusing on ease of use, user engagement, and seamless interactivity.
Round-the-Clock Support
Ensures customer support is always available beyond traditional service hours and increases end-user satisfaction through AI automation.
Multilingual Capability
Offers direct multilingual support to a wide range of users by breaking down language barriers and increasing user inclusivity.
Smart, Contextual Response
Leverages AI tech solutions and existing company resources to provide intelligent, context-aware responses that route users to relevant content and ensure consistent, high-quality experiences.
Improved Service Integration
Seamlessly integrates with internal company systems to expose services, such as location-based waste collection schedules offering smart waste management capabilities.
Personalized User Experience
Configurable settings enable modification of response tone, complexity, and length aligning the AI business solutions with the brand’s identity.
Operational Efficiency
Automating routine queries reduces the need for human support, significantly reduces costs, and frees resources that can be used more effectively through process automation.
Accessibility Compliance
Incorporate accessibility features into the website with potential comprehensive WCAG AAA compliance to cover every inch of inclusive user experience.
Results
Cost Savings
Through advanced waste solutions, including route planning to reduce distances traveled and fuel usage, the Company cut overheads by 10%.
Efficiency Metrics
Improvements in average collection time led to marked improvements in the service level delivered.
Recycling Rates
Community engagement and improved sorting systems enhanced recycling rates by 7%.
Customer Satisfaction
The residents' response showed a 12% improvement in their overall satisfaction, which is a testimony to the smart waste programs undertaken.
