Our Client
A global consumer electronics brand with operations in several countries.
Challenges
The challenges our client faced
The client had long relied on a traditional, rule-based chatbot to manage online customer queries. While it could answer simple FAQs, it struggled to understand natural language, provide personalised assistance, or adapt to complex scenarios. As customer expectations evolved, the system’s limitations became clear.
- Rigid, scripted chatbot conversations that often frustrated users.
- Frequent chatbot drop-offs and low resolution rates.
- Heavy dependency on human agents for escalations and complex questions, as the bot struggled to deliver accurate or effective solutions.
- Poor personalisation
The leadership team recognised the need to move beyond static automation and invest in a next-generation, human-like AI chatbot that could offer natural interactions and measurable business impact.
Solution
Lola, an advanced, human-like, conversational Ai chatbot
Lola – our conversational voice bot
Built to engage naturally and intelligently with customers across the company’s website, social media channels, email and SMS, Lola couldn’t be more different than the previous, traditional chatbot. Our advanced conversational Ai chatbot offered:
Real Conversations
Smooth, natural conversations that felt human-like, due to Lola’s understanding of intent and context.
Engagement
Accurate, complete responses in real time, improving resolution and retention and preventing customers leaving chats unanswered.
Autonomous
The ability to handle tasks autonomously, like tracking orders, returns, and repairs, which freed-up agents for critical cases.
Personalisation
Vastly improved personalisation, as it remembers past chats and preferences, ensuring consistent and personalised support.
Contextual
Clear, relevant and complete answers, as it understands context and can draw upon real-time information.
Proactive
Proactive contact to boost engagement, such as follow-ups to queries, renewal reminders and helpful recommendations.
Enterprise integration and smart automation
The transformation extended beyond the chatbot experience, with Lola integrated across enterprise systems for seamless automation. Lola:
Integration
Was connected to CRM and previous order details, for instant data access.
Ticketing
Automated post-chat ticket creation, ticket status, and account-related service updates.
Transactional
Enabled conversation-to-transaction capability, so customers could purchase products, schedule deliveries, or book repairs directly via chat.
Analytics
Delivered real-time analytics on engagement trends, sentiment, and conversion metrics.
Dashboards
Empowered the CX team with dashboards for continuous improvement and insights-driven decision-making.
Result
The client’s switch from a traditional bot to Lola brought transformative results across engagement, efficiency, and satisfaction:
- CSAT soared from 50% to 92% within a month.
- Resolution rates improved by 68% and customer engagement rose by 55%.
- Operational costs reduced by 42%, while human agent workload dropped by 40%, with teams able to focus on high-value customers.
- Conversion rate increased by 25%, driven by Lola’s proactive upselling and personalised recommendations.
Lola’s human-like intelligence turned customer conversations into dynamic, two-way engagements. Instead of mechanical replies, customers experienced empathy, accuracy, and natural flow, resulting in higher satisfaction and brand loyalty.
Results
The client’s switch from a traditional bot to Lola brought transformative results across engagement, efficiency, and satisfaction
42%
Customer Satisfaction
CSAT soared from 50% to 92% in 4 weeks
68%
Resolution Rates
Resolution rates improved by 68% and customer engagement rose by 55%.
42%
Operational Expense
Operational costs reduced by 42% because of efficiency gains
40%
Agent Workload
Human agent workload dropped by 42% with teams able to focus on high-value customers
25%
Conversion Rates
Conversion rate increased by 25%, driven by Lola's proactive upselling and personalized recommendations
“Our previous chatbot could only follow rules. Lola understands context, emotion, and also customer intent. It’s like talking to a real representative who never sleeps. Customer satisfaction has skyrocketed, and our teams now rely on Lola as a true digital partner.”
Head of Customer Experience
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