UnoBot Conversational AI is redefining retail digital e-commerce over WhatsApp

• Industry: E-Commerce
• Social media team size before: 50 Members
• Social media team size after turning to UnoBot: 20 Members
• Location: Maharashtra, India
• Key product as a solution: UnoBot for WhatsApp

WhatsApp

• Using the WhatsApp Business API to unify customer communication.
• The WhatsApp Business API makes business processes more efficient.
• With WhatsApp Business, you can provide faster customer assistance.
• Using the WhatsApp Business API to streamline orders and meal delivery.
• Using the WhatsApp Business API to build stronger customer relationships

Their Business challenge: Missed Connections

• Playing Phone Tag with Clients – ‘I’ll Be There For You’: Losing Touch With Clients.
• Repeated customer inquiries – Customer support team productivity suffers – Customer support team is unavailable 24 hours a day, 7 days a week to assist- Customer experience suffers.

Solution

• 2.9X increase in total direct conversation with clients.
• Auto assignments based on location and department relieve the customer support team of repetitive chores; and ensure that clients’ queries are answered 24 hours a day, 7 days a week.
• A unified system with a centralised machine learning layer that listens to all mediums
• Offers a journey-based approach: UnoBot analytics provides a game-changing approach that allows you to look at millions of full journeys that connect various touchpoints through multiple networks and time periods.
• Combine all of the customer information: By combining all customer data available from various touchpoints, you can create a single customer view.
• Enabling the Customer Identity Matching function: Bringing together the various pieces of data gathered on an individual customer and realising that they all refer to the same customer is perhaps the most important step in creating a consistent customer view. The aim of identity matching is to bring together data about a single individual from various events and sources. 
• This way, if 50 people interacted with your company through three different platforms, your data won’t appear to show 150 interactions from 150 different people. 
• We put the same customer data from different mediums to one location using NLP and identifiers. 

Their success: More Talks More Sales and Satisfied customers

• End-to-End Solution: Replaced the previous ticketing system with an end-to-end solution that automates customer journey management, allowing agents to focus on more important tickets.
• A 30% increase in lead generation and a 12% drop-in support rate as compared to a phone call
• Customer profiling and query history in one location resulting in a 15% increase in bookings – Ticket resolution time was reduced by 15%.
• Automated interaction with the UnoBot on WhatsApp: Customers can communicate with the UnoBot on WhatsApp at their own pace.