Netomi
Case Studies
EBANX Leverages AI to Scale Customer Support Amidst Latin American eCommerce Boom
Overview
EBANX Leverages AI to Scale Customer Support Amidst Latin American eCommerce BoomNetomi |
Networks & Connectivity - NFC Platform as a Service (PaaS) - Application Development Platforms | |
E-Commerce | |
Operational Impact
The introduction of Buddy, the AI-powered chatbot, has significantly improved EBANX's customer support operations. The chatbot has not only helped in managing the high volume of customer support tickets but also ensured timely responses, reducing the number of abandoned sessions. By automating nearly half of all tickets received, Buddy has allowed the customer support team to focus on more complex issues that require human intervention. This has led to improved efficiency and effectiveness of the customer support team, ensuring a better customer experience in the fast-paced world of eCommerce. | |
Quantitative Benefit
Buddy resolves 30,000 tickets per month | |
Buddy achieved a 50% deflection mark, automating nearly half of all tickets received | |
The accuracy rate of Buddy's responses is between 90-95% | |