05.01.2018Digitalization the solution for improving customer experience

In the current digital age, customers are becoming increasingly demanding, they want immediate answers, directly from their favorite platforms. How can companies cater these expectations while reducing customer service workforce by 80%? Adastra Business Consulting (ABC) has the solution.


Recently, ABC helped a customer in China to implement a customer service chatbot. That is, a computer software technology that allows to automate the answering of text or voice inquiries. The chatbot was trained specifically for the company’s needs, to understand customers’ inquiries and to respond with the most adapted answers. Chatbots can be linked to a company’s database to answer questions requiring personal data and/or used to answer general questions related to the company. They can be present on multiple platforms (web, email, text message), allowing customers to contact companies directly from their favorite platforms.


ABC was involved in all stages of the implementation. Firstly, we defined the business needs of the customer. Secondly, we selected the appropriate chatbot vendor according to the customer’s specific business, IT and security needs. Finally, we assisted them with the implementation and the training of the chatbot.


This solution allowed our customer to connect with its customers directly on mobile and web platforms and to take advantage of the decreasing call volume to focus on solving more complex cases better.