Category: Booking
Industry: Travel
Personalize response regarding any charges or allowances when requesting additional baggage.
Customers want to add additional baggage to a booking that they've made and contact support to ask how to do this.
Check the baggage allowance for a specific flight, using a custom integration. Give a personalized response dependent on the ticket purchased.
Category: Cancellation
Industry: Financial Services
Instantly check status of transfer to determine if it can still be cancelled.
Customer wants to cancel a transaction. Bot must first verify that it hasn't yet been completely already, before confirming with the customer if it's possible to cancel.
Bot asks customer to verify transfer status in their account and confirms if they are eligible to cancel. Conversation is then escalated to an agent.
Category: Services
Industry: Financial Services
Automate an essential step in a customer's journey: card activation.
If there is no automated way to do this, it will drive an immediate call to the customer support team as it's an essential step in providing a customer with their service.
Customer and card number verified and card activation request pushed to backend system.
Category: Account details
Industry: Any industry
Validate and update billing address to deflect inbound inquiries.
A common contact reason is to change billing address, which is a simple but manual task for agents that often does not offer value adding opportunities.
Verify customer by matching information they provide with data in back office systems. Create a task to automatically push the updated billing address to the correct system.
Category: Booking
Industry: Travel
Personalize response and process any additional charges that might apply.
Customer contacts support to request to change their flight, an interaction that requires potentially multiple touches and therefore can create a poor experience if there is no opportunity to get an immediate response.
Check the customer's booking details, using a custom integration, to see if any charges apply. Give the customer an immediate, personalized answer, update the information in the backend systems and process any additional charges that might apply.
Category: Booking
Industry: Travel
Create personalized support by giving the generative AI bot access to backend systems.
Customers asking for specific details about their booking, such as the pet policy for the accommdation that they've chosen. The generative AI bot would need more details about the customers booking in order to give them a specific answer.
UltimateGPT, the generative AI bot, can look up the pet policy for this specific customer using the Additional Context field. This allows the bot to provide a personalized response for that customer's specific accommodation.
Category: Account details
Industry: Entertainment Services
Answer questions about specific content available with subscription service.
Customers want to understand if they are able to watch specific upcoming content, based on their current subscription plan.
Match subscription details with content request to inform customers if they are able to view certain content, eliminating the requirement for an agent to do this manual work.
Category: Account details
Industry: Energy
Collect meter readings from customers to reduce volumes from the highest contact driver.
Many customers contact support to update their energy meters, accounting for 15% of all contact reasons. This drives additional, avoidable inbound volumes.
Connect bot to backend system and pull customer's contract details, confirming which contract they wish to discuss. Bot guides the customer to the self service portal or collects the meter readings and pushes the update to the backend systems.
Category: FAQs
Industry: Ecommerce
Connect your knowledge base to instantly start providing answers to customers' queries.
FAQs are commonly visited but not often optimized, particularly when it comes to the search function. If customers don't find the answer they're looking for it can lead to frustration, lost sales and/ or a call to customer support.
Look up any commonly asked questions available in the knowledge base, then instantly reply using AI generated answers to deflect inbound inquiries.
Category: Account details
Industry: Any industry
Automatically validate customers' email addresses to reduce manual work for agents.
Customers requesting to cancel their subscription must do so from the email address associated with the account. For agents to validate this, it requires time-consuming, manual work checking backend systems.
Automate email validation by integrating your bot with your backend systems, reducing manual work for agents.
Category: Data collection
Industry: Any industry
Gather useful information to add to the ticket.
Sometimes frustrations are simply caused by being asked the same thing multiple times by different agents or having to repeat account information over and over.
Gather information from customers that can be added to the CRM ticket, so agents get the context they need if the conversation requires escalation to them.
Category: Payments & transactions
Industry: Any industry
Attach requested invoice directly to email reply.
Businesses request a copy of their invoice to be sent to them via email.
Bot validates that customer is eligible for receiving invoice by matching customer data with backend system. Invoiced is uploaded to CRM system and bot locates invoice and attaches a hardcopy to the ticket reply.
Category: Localized support
Industry: Any industry
Offer localized customer support, and speak to customers with native fluency, across the globe.
Hiring customer support agents that are fluent in every language you serve your customers in can be challenging and costly. You need a solution that can easily recognise which language your customers want to be served in.
Automatic language detection and response, in 109 languages. Serve your customers in their preferred language, right from the beginning. Multilingual bots allow you to either build a new language from scratch or duplicate replies from an existing language and translate them.
Category: Ticket Automation
Industry: Any industry
Organize ticket backlog to reduce manual work for agents.
High volumes of duplicate tickets cause frustration for agents and delays in replying to customers.
Automatically identify the intent and language of the ticket, label and tag tickets and merge any duplicate tickets. By automating these manual tasks, it reduces the time it takes for agents to clear the ticket backlog.
Category: Orders
Industry: Ecommerce
Immediately respond to frustrated customer and prioritize ticket.
Customer is frustrated that all their items did not arrive and wants an immediate answer on their status.
Using the order number, the bot presents all items in the order and customer selects which item was missing in the delivery. Ticket can also be tagged for prioritization if escalation is required.
Category: Services
Industry: Telecommunications
Deflect network outage questions by providing personalized, immediate responses.
Network outages can be a huge frustration for customers and can quickly become the biggest call driver.
By deflecting any questions about outages, providing customers with a personalized update for their area, customers can get instant updates and agents can remain available for more complex cases.
Category: Orders
Industry: Ecommerce
Track orders and provide personalized status updates.
Customers often contact support to understand the status of their order. When the information is not easily accessible or obtainable, the agent workload can often be time-consuming and repetitive to handle.
Retrieve information from order management system, using the order number, and inform customer of status of their order.
Category: FAQs
Industry: Ecommerce
Answer warranty questions quickly and easily with a simple and scalable dialogue.
When providing answers on questions such as warranties, where the answer may differ for each product, dialogues can become complicated and difficult to manage.
Using the UltimateGPT dialogue node, combined with the custom question and additional context features, the bot can pull key information via API calls. Personalized answers can then be generated, whilst still maintaining a simple and scalable dialogue that's easy to maintain.
Category: Payments & transactions
Industry: Any industry
Identify tickets to immediately escalate to avoid further frustrations for customers.
Customer is unhappy with their product/service and wants to request a refund.
In some cases the best option is to escalate to a human agent. These types of requests can be easily identified and immediately escalated to avoid any delay or further upset for the customer.
Category: Reviews
Industry: Any industry
Embed a review form directly into chat widget to increase number of reviews.
Many businesses rely on reviews from their customers, but it can be challenging to encourage them to do this via a third party website.
Embed a Trustpilot review form at the end of a dialogue that has reached a resolution. This removes the need for customers to navigate to the Trustpilot webpage in order to leave a review, which in turn increases the number of reviews that will be received.
Category: Orders
Industry: Ecommerce
Prompt return label creation for item selected by customer.
Customer wants to return an order. To do so, they need a return label, which requires contacting customer support. This generates an inbound inquiry and a subsequent wait for the customer to receive it.
Bot collects information in backend system and asks customer which items they would like to return. Customer selects item(s), bot verifies that the item is eligible for a return and generates a returns label.
Category: Payments & transactions
Industry: Financial Services
Instant, personalized information about status of transfer.
Customer wants to check on the status of their transfer, a simple yet manual task and a common contact reason.
Integrate your back office systems to provide the customer with the status of their transfer, giving agents more time to spend on complex queries.
Category: Logged in
Industry: Any industry
Real-time recognition of sign-in activity to personalize customer experience.
When you start a chat but can't access the information you need, frustrations can occur. This is because you need to navigate away from the chat to log in to the website.
Once a customer signs in during a conversation, the bot gets automatically notified. It can then provide custom customer information for a more personalized, efficient conversation.
