Verloop.io Case Studies AbhiBus Achieved a 33% Increase in Agent Productivity after Moving to Live Chat Service

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	AbhiBus Achieved a 33% Increase in Agent Productivity after Moving to Live Chat Service Verloop.io

AbhiBus Achieved a 33% Increase in Agent Productivity after Moving to Live Chat Service

Verloop.io

Technology Category	Analytics & Modeling - Machine Learning Analytics & Modeling - Natural Language Processing (NLP)
Applicable Industries	Transportation
Use Cases	Chatbots
Services	Software Design & Engineering Services
Challenge	AbhiBus, a leading online ticketing platform in India, was facing a steep rise in customer queries as they scaled their services to provide technology solutions to state, national and international bus partners. The company needed an AI-powered automated solution that could maintain their excellent customer experience but with minimum human effort and at scale. Prior to implementing Verloop.io, AbhiBus engaged with customers on multiple platforms and agents were spending a lot of time to find and resolve queries. Read More
About Customer	AbhiBus is a leading online ticketing platform in India. Founded in 2008, this affordable travel provider is a pioneer in end-to-end software and value-added solutions such as e-ticketing, fleet management, vehicle tracking, passenger information and logistics management. As they scaled their services to provide technology solutions to state, national and international bus partners, they saw a steep rise in customer queries. The company has always turned to technology to offer unrivalled customer experience, be it on their ticketing platform or for their customer support service. Read More
Solution	To address the challenge, AbhiBus leveraged Verloop.io’s conversational support solution which is built on proprietary ML and NLP algorithms. They built a comprehensive FAQ section to create a chatbot enriched with details and integrated it with their CRM. The automation of frequent and repeated questions, be it on ticket status or refund process, allowed customers to self serve and find accurate data, every time. With each passing question, the chatbot improved itself to increase efficiency and achieve human-like conversational skills. With Verloop.io, Agents could find all customer questions (across platforms) in one place, along with real-time customer information and previous chats. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Machine Learning

Analytics & Modeling - Natural Language Processing (NLP)

Applicable Industries

Transportation

Use Cases

Chatbots

Services

Software Design & Engineering Services

Challenge

AbhiBus, a leading online ticketing platform in India, was facing a steep rise in customer queries as they scaled their services to provide technology solutions to state, national and international bus partners. The company needed an AI-powered automated solution that could maintain their excellent customer experience but with minimum human effort and at scale. Prior to implementing Verloop.io, AbhiBus engaged with customers on multiple platforms and agents were spending a lot of time to find and resolve queries.

About Customer

AbhiBus is a leading online ticketing platform in India. Founded in 2008, this affordable travel provider is a pioneer in end-to-end software and value-added solutions such as e-ticketing, fleet management, vehicle tracking, passenger information and logistics management. As they scaled their services to provide technology solutions to state, national and international bus partners, they saw a steep rise in customer queries. The company has always turned to technology to offer unrivalled customer experience, be it on their ticketing platform or for their customer support service.

Solution

To address the challenge, AbhiBus leveraged Verloop.io’s conversational support solution which is built on proprietary ML and NLP algorithms. They built a comprehensive FAQ section to create a chatbot enriched with details and integrated it with their CRM. The automation of frequent and repeated questions, be it on ticket status or refund process, allowed customers to self serve and find accurate data, every time. With each passing question, the chatbot improved itself to increase efficiency and achieve human-like conversational skills. With Verloop.io, Agents could find all customer questions (across platforms) in one place, along with real-time customer information and previous chats.

Impact #1	AbhiBus has empowered their customers with the right information at the right time.
Impact #2	91% of AbhiBot users were happy with the way their queries were handled.
Impact #3	Agents now have fewer tickets to handle, quicker resolution time and more time to focus on pressing issues.

Impact #1

AbhiBus has empowered their customers with the right information at the right time.

Impact #2

91% of AbhiBot users were happy with the way their queries were handled.

Impact #3

Agents now have fewer tickets to handle, quicker resolution time and more time to focus on pressing issues.

Benefit #1	33% increase in staff productivity
Benefit #2	96% bot deflection
Benefit #3	3x increase in customer engagement

Benefit #1

33% increase in staff productivity

Benefit #2

96% bot deflection

Benefit #3

3x increase in customer engagement

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Overview

AbhiBus Achieved a 33% Increase in Agent Productivity after Moving to Live Chat Service

Operational Impact

Quantitative Benefit