SAN FRANCISCO, March 22, 2017 /PRNewswire/ --
Facebook Inc. just published (click here), the world's 1st success story on the implementation of a Hybrid Bot at Globe Telecom Philippines. The deployment at Globe telecom has confirmed the groundbreaking nature of Servicefriend's technology.
By using Servicefriend's hybrid bot for Messenger to provide meaningful and efficient customer service, the telecom company successfully increased employee productivity by 3.5X and reduced calls to its hotline by 50%.
"Putting customers first has always been our primary value. Messenger, integrated with Servicefriend's hybrid bot technology, has helped us deliver wonderful customer experiences, more so than our other customer channels," said Ernest Cu, Chief Executive Officer, Globe Telecom
The potential of messaging and automated conversational interfaces ("bots") is well understood. The main challenge facing large enterprises attempting to adopt this technology is that, until now, there was no way to ensure a consistently excellent experience at scale. Globe, with Servicefriend, crafted Gie to be a digitally-savvy millennial, making the bot incredibly relatable to many types of customers, while smart enough to know when to hand high priority queries to a customer service representative when further personalization was needed. This hybrid bot experience reduced the company's total call center costs by 10% within 12 months.
The breakthrough - Servicefriend's Hybrid Bot Architecture - is an approach that offers enterprises the scalability of a bot with the comprehension, and empathy of a human. In all the current solutions in the market, bots transfer the session to a live person when they cannot handle a situation, creating a disintegrated, expensive, and slow experience. With Servicefriend, the bot is always the front end, and every conversation receives the same branded, consistent and cohesive experience - the Hybrid Bot Experience.
"The combination of Messenger, Servicefriend's artificial intelligence, and our Hybrid Bot Architecture created an excellent opportunity for the digital transformation of customer care. Globe implemented our solutions in just 3 months to achieve significant productivity gains and a vastly improved customer experience," said Shahar Ben-Ami, CEO, Servicefriend
Servicefriend is the new way for digital transformation. The company was established with the mission to let people communicate with businesses as they do with their friends. Servicefriend provides hybrid bot technology for consistent messaging experience at massive scale.