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Arvato Conversational AI for Arvato Supply Chain Solutions Loyalty

AWS-based chatbot for modern customer engagement businesses

Arvato Conversational AI - AWS-Based Chatbot for an Improved Customer Experience

Arvato Supply Chain Solutions (1)

Arvato Conversational AI is the optimal cloud-based solution for intelligent chatbots. The strong user orientation and uncomplicated integration into websites make it easier to digitize relevant customer queries and have them processed purely system-supported. Integrating a callback function with AWS Connect enables direct communication with a service employee. The detailed reporting provides information about various KPIs of the chatbot.

Advantages

Reduction of customer support costs
Significant increase in support quality within the company
Answering simple customer concerns 24/7 directly and in seconds
Communication as customers are used to

Project Overview

Initial situation

Customers increasingly prefer conversation options that solve their customers' problems immediately. Complaints are high priority: Questions answered with an online information service and self-service can distract from the timely resolution of high-priority issues and should be avoided. Apps are becoming increasingly important for customers to resolve concerns directly in an engaging self-service format.

Vision

A chatbot is used as the only contact channel (doorman). It opens up a new possibility to offer information and self-service content. This is to create a dialogue experience that replaces or enhances the traditional email form. Questions will be answered in FAQ style or dialogue to support the launch of a globally launched app. The chatbot will be given personality and Easter eggs to appeal to the target audience. To be able to help directly in urgent cases, a callback function will be integrated to get in touch with a service employee immediately.

Solution

The chatbot was created with Arvato Conversational AI, deployed on AWS, and linked to the customer care backend system. Callback support was integrated to resolve customer concerns that the chatbot cannot help with. The chatbot solution completely replaces the existing email-based contact form with an interactive chat that can answer many customer questions directly.

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Arvato Systems Conversational AI

Are you looking for an innovative solution for your customer service? Our chatbot platform leverages advanced technologies, our extensive customer experience management experience, and the expertise of our AI specialists and software developers to create a flexible and future-proof bot platform.

Your Contact for Questions about Our Solutions

MA_Ralf_Huchtkemper_Commerce
Ralf Huchtkemper
Expert for the Retail & Consumer Goods Industry