This is an example of how digital assistants/bots have started making a difference in consumers’ lives.
Recently, the Singapore-based communications company UIB put out this case study on its Website of how it had tied-up with the UAE-based telco provider du Telecom to create ‘Blu’, a – UIB UnificationEngine -powered virtual assistant on WhatsApp & Facebook Messenger.
Through this UIB UnificationEngine conversational artificial intelligence (AI) platform-powered chatbot, customers can contact du 24/7 on WhatsApp with queries which receive instant responses, said Ken Herron Chief Marketing Officer, UIB, on the company Website. What’s more, even Facebook sat up & took note of this partnership in an official WhatsApp case study/success story.
Emirates Integrated Telecommunications Company, also known as du, is a telecom operator in the UAE, having about 9 million customers with its mobile, fixed line & broadband services. The telco approached UIB with a need to reach its customers via a familiar channel to help them with their queries. du wanted something to differentiate itself from the competition by using technology to effectively resolve customer queries & complaints. Because WhatsApp was already being used by a large proportion of UAE residents, du decided to work with it.
The telco provider teamed up with communications & AI company UIB, which then created Blu, a WhatsApp-powered virtual assistant, said FB. Through this virtual assistant, customers would be able to contact the business at all times.
Following internal trials with employees, Blu was initially made available to the public through du’s Website in March 2019. Customers began reaching out via WhatsApp, initiating conversations with Blu about bill payments, roaming service activation, Online order tracking, mobile recharge & account registration.
Since its launch, UIB said thousands of people have interacted with du’s WhatsApp-powered virtual assistant. Blu can reply to customers within a matter of seconds, & has successfully reduced the volume of queries handled by du’s call centres & stores. At least 80% of customers now chose to resolve their queries via WhatsApp, & over 50% of customer inquiries were resolved via WhatsApp bot.
Image Credit: UIB
Via: UIB/Facebook
