Case Study
mobilezone
WhatsApp integrated AI chatbot for customer support
Together with meinGPT, mobilezone is taking new approaches to optimize customer support during the iPhone 16 launch. The tailored chatbot efficiently handles inquiries, increases customer satisfaction, and relieves support staff—all while maintaining data protection and ensuring quick implementation.
Challenge
Relief of customer service
mobilezone needed a solution to relieve customer service during the intense phase after the launch of the iPhone 16 and to make it more efficient.
Increase in customer satisfaction
Despite an expected increase in request volume, mobilezone wanted to enhance customer satisfaction by providing quick and precise answers to customer inquiries.
Improvement of consulting quality
The process of customer consulting should be optimized to improve both the efficiency and quality of customer interactions.
Solution
Customized AI-powered chatbot
myGPT developed a chatbot tailored to the specific needs of the iPhone launch, providing comprehensive product advice and personalized recommendations.
Automated response processes
The chatbot answers frequently asked questions by integrating launch-specific FAQs as well as real-time information on availability and orders.
Option for personal customer support
For more complex inquiries, the chatbot provides contact information to seamlessly hand over to human support staff.
Implementation
Integration via WhatsApp Business API
WhatsApp has been implemented as a communication channel as it is an established and preferred platform for mobilezone customers, including the provision of a dedicated phone number.
Entry point in the online shop
The chatbot has been made easily accessible through a click link in the mobilezone online shop to facilitate direct access for customers via mobile device.
Dashboard for Monitoring and Analysis
A dashboard with key KPIs and chat history evaluations has been created to provide mobilezone employees with the opportunity for monitoring and analysis.
Achieved goals
Improved answer quality
Compared to the previous rule-based solution, the AI chatbot provided a significantly improved quality of responses in the test operation.
High automation rate for customer inquiries
The chatbot was able to fully automate around 500 customer inquiries in the first month, significantly increasing efficiency.
Direct forwarding to support staff
Requests that could not be resolved automatically were effectively forwarded to human support staff to ensure a high quality of service.
Next steps
Extension of system integration
Future enhancements include improved integration of additional system data to make the chatbot even more powerful.
Development towards a more comprehensive support agent
The plan is to further develop the chatbot into a comprehensive support agent that can address a wider range of customer needs.
Increase in customer insights
In-depth analyses of customer interactions are intended to provide valuable insights into customer needs in order to continuously improve and adapt the service.
