Particularly as a result of the first lockdown imposed due to Covid-19, the team simply couldn’t keep up with the influx of enquiries and calls.
There was a desperate need to lighten the load of enquiries and cover off those simple to answer FAQs through an easy-to-use medium such as a chatbot.
The challenge was to keep their very high standard in unprecedented times
If we could reduce unnecessary inbound contact, and appease customers with immediate response times this would be a huge win from essentially low hanging fruit.
This has been a very effective project for the team at Nirvana. And we've had a lot of changes and differences of approach. But none of this fazed us as Aqua was easy to train and retrain as needed.
With steady usage on the bot now (IRO 170-220 conversations a day), they are keeping ahead of queries that cannot be dealt by Aqua.
As you can imagine, a successful business like Nirvana gets a large number of queries into the business indeed we have now delivered 65,000 conversations since launch with about 500,000 messages responded to with midday being the busiest time how were they get a steady flow of queries up to midnight!
We deployed the chatbot very quickly and the ongoing assistance we've given them throughout means that we can kept the chatbot relevant to their current focus and of course means that they are very happy with the great work the team delivered around the most turbulent trading times we have all experienced.