01Context
A large share of enquiries covered a handful of always-identical questions that saturated the team.
Services & consulting
Customer service chatbot
Chatbot handling recurring requests and routing complex cases to a human advisor.
- Client
- Customer service team
- Sector
- Services & consulting
- Duration
- —
- Year
- —
Measured results
24/7
Availability
Escalade
Handover to an advisor
FAQ
Requests absorbed
02The challenge
Automate those answers without leaving customers feeling trapped in front of a machine.
03Our solution
The assistant handles the most frequent intents and hands over to an advisor as soon as it leaves its scope — the handover is explicit, never forced on the user.
04Outcome
Repetitive requests are absorbed automatically, and the team focuses on the cases that warrant it.
Services involved
Technologies
- Node.js
- Dialogflow
- JavaScript