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The challenge

One.com has over 1 million customers in 149 countries. They operate a chat and email helpdesk receiving more than 1.6 million requests per year. Half of the customers reach out using the chat function.

  • Response time and waiting time are critical to customer satisfaction

  • Many requests are for standard problems, with known and simple fixes

  • Customers expect 24/7 support and consistency across channels

The SOLUTION

SupWiz Machine Learning framework (SWML) runs the underlying NLP language model. SupWiz Bot Framework and Zendesk integration deliver AI and natural language powered chats to One.com. The solution also includes SupWiz Bot Studio, our admin tool.

In addition, software robots (RPA) improve the power of the AI chatbot by integrating back-end systems with the AI. This means the AI can check system status, customer accounts, and much more. This allows the chatbot to perform service - not just chat.

The RESULTS

One.com have deployed SupWiz Chatbot to improve their Customer Service and Support on a wide range of areas:

  • Eliminates wait time for initiation and conversational statements

  • Chatbot – combines AI and Human support to great effect

  • High user satisfaction – Bot was rated “4th best supporter” by users

  • Integrations add value like DB lookups and RPA that can reset PW and similar

  • Not just automated resolution – 30-40% of complicated requests are also affected positively

About One.com
One.com is an innovative supplier of web hosting services and one of the leading companies in Europe within the provision of domain names and sales of web hosting services. One.com has over 1 million customers in 149 countries. They operate a chat and email helpdesk receiving more than 1.6 million requests per year.