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AI for better CX

Tec Labs used AI to enhance CX and differentiate it by delivering a real-time solution and responses to customer queries for their highly acclaimed dermatological products, to make it simple, effective and beneficial for their customers.

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AI for better CX

Tec Labs used AI to enhance CX and differentiate it by delivering a real-time solution and responses to customer queries for their highly acclaimed dermatological products, to make it simple, effective and beneficial for their customers.

CONTEXT

The firm is a manufacturer of over-the-counter pharmaceutical, dermatological preparations. The product line of the company has gradually grown to include additional over-the-counter skin preparations, insect repellents, head lice treatments, and wound care preparations. It has expanded from a manufacturer of specialty lines sold mainly to safety suppliers to products that are now available in chain drug stores and other outlets throughout the United States.

WHAT DID WE DO?

Tec Labs wanted to deploy a chatbot which would help simulate conversations with human users over the internet to educate, resolve queries and provide information on the over the counter products sold, as well as locate stores for customers to purchase the same. We partnered with Tec Labs and developed a custom designed chatbot for their customers who wanted specific information on the products all around.

 

 

WHAT MADE THE PROJECT SPECIAL

This was somewhat a unique project; we solved the client requirement, which others were shy of achieving. Unlike a traditional approach, we gave it a flair of an interactive and contextual conversation. This included the questions, pricing details along with stock availability, and directions for use, which were sorted as multiple streams of information.

While we continued to develop the bot, our idea was to build a vibrant and detailed persona to make the chatbot more believable, relevant and engaging to the users to help Tec Labs increase their customer base, drive growth and serve as an intelligent service agent. This involved translating all the new capabilities we were adding like facts and figures which would open up new dimensions to the workings of the systems which, previously, were tedious manual work.

CHALLENGES

The challenge was to reach out, and engage with more customers. This required of us to decide the precise content and feature-rich persona to be developed, keeping in mind that the customer derives the maximum value out of the interactions.

 

 


SOLUTION

We engaged with Tec Labs to craft the vision of CX, which is relevant to their needs and desired outcome. With all the findings and keeping the end user in mind throughout the development process helped us to design an intuitive bot which would act as a responsible agent.


RESULTS

We ensured that the chatbot has a natural place in the user journey, and held a user-lab where different users were given the possibility to give feedback, ideas, and criticism. This was exceptionally well received and commended for the spontaneous responses provided by the bot, which would help the information seeking customers to get the required details.

 



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