- Design, frontend and machine learning
- 2017 - 2018
Every year Schibsted gets 1,3 million inquiries from customers, divided among their support team of 113 customer service representatives. They came to us with an ambition to ease the load of the most repetetive and frequent requests, which would make their staff able to provide more quality and value to their support.
The solution was a scalable chatbot framework that handles requests 24/7.
The chatbot answers FAQs and provides assistance by performing simple customer service tasks, like solving login issues, sharing digital subscriptions and changing the delivery address for the newspapers. The bot is integrated with Schibsted’s call center technology stack.
The bot is built on top of our Orbit Operator platform, a framework for building custom virtual assistants that can be integrated into enterprise systems.
The solution consists of
In the beginning of its career the chatbot would only be live during work hours because of the need to have people at work ready for an eventual handover. Lately the bot was put live 24/7, a true testament to its efficiency and value.