Ubian | Case Study How the AI Chatbot Freed Up Customer Support
A nonstop ringing phone, a full inbox, and the same questions over and over again? If you guessed it's the support department, you're right. But customer support doesn't have to look like this anymore. How is that possible? One word. AUTOMATION. A fine-tuned chatbot filters out the questions that need a real person's help and significantly reduces the pressure on the customer support department. In the unique Ubian transport app, it even handles 80% of customer chat conversations daily!
Assignment and objectives of cooperation
The reason why TransData approached us was to reduce the number of constantly recurring inquiries within customer support. Since it is an innovative and unique digital product, the customer care department was significantly recording repetitive queries. As a solution, we proposed a chatbot powered by artificial intelligence.
Main areas of cooperation
- chatbot
- custom AI
- programming
Key milestones of cooperation
We Found the Most Suitable Solution
Based on the client's request – to save human labor within the customer department, we proposed a solution in the form of a chatbot, which on average reduces the workload on the customer care administrator by up to 90%. Its advantage is also 24/7 availability with the possibility of universal integration with any already used chat system or ERP.
We Set Boundaries for Artificial Intelligence
We connected the chatbot with the OpenAI interface, thanks to which it can answer the most common questions in accordance with the provided documentation for the Ubian service. Within the scope of using artificial intelligence from OpenAI, we explained to the client how to calculate the amount in relation to the number of inquiries. To avoid exceeding the monthly budget for using AI, we defined a daily maximum that the chatbot cannot exceed.
We have set up the chatbot to function even without OpenAI
To ensure customers can get answers to the most frequently asked questions without using artificial intelligence, we have prepared a clear tree structure with the most frequently queried topics. Unlike the classic chat window, this is displayed to the user even when the usage limit within OpenAI has been reached.
We have fine-tuned the interface and expanded the chatbot's capabilities
Besides the functional aspect, we also played with the chatbot's visuals to align with Ubian's design. Additionally, users have the option to connect with a real operator via LiveAgent chat and leave a message for the operator outside of opening hours.
We use data from the chatbot for feedback and better UX
To enable the client to operate with specific data, we integrated the chatbot with Google Analytics. This allows Ubian to receive feedback and an overview of daily chatbot usage and further customer behavior after interacting with it. Additionally, we exported data in the form of real queries, enabling the client to supplement information on the website or in the app, thereby improving the user experience or further reducing the need to use the chatbot and connect with a real operator.
Results of cooperation
120
users use the chatbot daily for communication
– 80 %
decline in live chat conversations with a real operator
– 17 %
decline in email and phone inquiries to customer service
What is Ubian?
The transport application Ubian, from the company TransData, allows for easier travel by public transport throughout Slovakia. Thanks to the transport card, users can conveniently top up credit or purchase a time ticket for the selected transport. Alternatively, they can use a virtual transport card for mobile payment. The application includes a timetable, route planner, or the option to purchase a parking ticket. Ubian is a great way to solve transport and payment for it in a single application.
Summary through the eyes of ui42
The chatbot is a great solution for addressing recurring queries in the customer care department and creating a "funnel" for those specific ones that really need to be handled by a live operator. Thanks to optimal settings, clients can manage their budget and continue to use automation with a clear structure even without connecting to OpenAI software and similar ones. The great news is that artificial intelligence is advancing at a rapid pace, allowing us to design and deliver ever more perfect custom chatbots to our clients with even faster and more accurate responses.
How does Ubian evaluate our cooperation?
Overall, we perceive the implementation of the chatbot positively. Both objectively and subjectively, we feel a decrease in calls and emails to our customer service department. The chatbot helps us during weekends and holidays. Before the introduction of the chatbot, we always dealt with a "pile" of emails on Mondays after the weekend, and that was really a lot, which has improved. The volume of inquiries is now manageable. We were able to shift free capacity from the customer center to other tasks and projects, which I consider beneficial.
Contact us
Do you also want to have everything under one roof?
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Andrej Kajan
CEO
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Samuel Štassel
Sales & Marketing Specialist
