Nova KBM was using an integrated contact centre platform with a simple chat feature. However, as the processes weren’t completely automated, most of the automated chats were still transferred to the agents. Their vision was to look for a solution that could enable complete automation of the contact centre chat requests using AI-driven intelligent virtual assistants instead of basic chatbots.
This is a story about how Nova KBM transformed their customer experience with AI, reducing chats routed to live agents by 74%. Download to learn more.