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22.11.2018

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    Kris

    VodafoneZiggo

    Kris is a chatbot that helps users with subscriptions and login procedures in the app and on the websites of Vodafone and Ziggo. If Kris can't help, he redirects users to a colleague that can tap into the chat history.

    What customer problems did you set out to solve?

    Kris helps customers get a solution as soon as possible.
    - Customers save waiting time by skipping the selection menu and coming into direct contact with Kris or an employee.
    - Kris enables quicker exchange of information compard to a telephone conversation

    What differentiates your proposition from other offerings in the market?

    Using chat we send links to online steps or explanatory texts on the VFZ website, so customers can solve it themselves which gives them a feeling of fulfilment and pride.

    What impact has the proposition had?

    The work of our colleagues in the contact center has become more interesting and fun as they no longer have to deal with simple problems, but can focus on more substantive and challenging issues. Overall, smart use of chat bots can lead to a six times more productive helpdesk, according to research by Vodafone Group.

    What’s next for your proposition?

    Expanding the chatbot’s knowledge even further, the next improvement is that Kris can also look into the customer systems. Kris will probably be the first point of contact in the near future.

    Find out more about Kris here

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