O8UK
08UK is a leading provider of Voice and Digital solutions, serving some of the largest brands across the UK and Europe. The team pride themselves on providing professional support across a range of channels, with the latest being the introduction of WhatsApp for Business.
The Requirement
08UK recently introduced WhatsApp for Business as a customer contact and support channel. They needed to manage this new contact channel effectively and professionally. Ideally, they wanted to take advantage of advanced Artificial Intelligence (AI) to enable customers to self-serve, especially for out-of-hours support.
A key area to explore was the use of an AI-powered Bot to handle the most common set of queries coming into the support team. They wanted to explore a conversational Bot that could automatically respond to customer queries based on a clearly defined knowledge base. The aim was to improve and enhance customer experience.
The Solution
The DigiDesk team worked closely with 08UK to understand the requirement and propose a suitable solution. The first action was to order a new WhatsApp for Business account and integrate it into a new DigiDesk account to help manage and respond to customer WhatsApp messages effectively.
From there, we helped 08UK develop a knowledge base to cover the most common subset of customer queries. We then added an AI-powered Bot to automatically reply to customer WhatsApp messages — without the need to speak to an agent. However, we also ensured there was a simple escalation path to reach a live agent when required.
The Results
“The DigiDesk team have been fantastic in helping us understand more about WhatsApp and how we can leverage AI-powered Bots to handle our WhatsApp messaging more effectively. The Bot has done a really good job in helping our customers to self-serve and we find it invaluable for the provision of out-of-hours support!”
Tynan O’Hara // 08UK
