Summary
GATI built seamless customer experience with WhatsApp & conversational AI
Challenge
The following were the challenges: - Manual requests for tracking order - Managing common customer queries - Accessibility
Objective
Our friends at GATI onboarded us with the following objectives: - Enable customers to self-serve their queries - Trackability their courier in real time - Automated customer support
Strategy
Seeing a spike in digital conversations, GATI wanted to streamline this process and make it easy for its customers to get in touch with them. We proposed a multi-lingual conversational solution which could automate these unhandled conversations at scale
Data
GATI was experiencing customer traffic on almost all major digital channels. They wanted to centralize these conversations so that they can access and manage them with ease. WhatsApp being a native Indian conversational tool, used by 450 million Indians, inspired us to use it as a channel with our AI solution
Solution
Customer support was the primary use case when we started and with this being successful in phase one, we introduced more use cases like Pick up registrations, Rate and transit calculators, and serviceable pin codes. This made our solution a single-point solution for the majority of customer's inquiries
Results
With our solution, GATI was able to help more than 370,000 customers in a calendar year