SFR is a leading telecommunications company in France. Their challenge was a high number of demands to handle, overpowering an already maxed-out customer support service.
They decided to automate parts of customer account management to provide 24/7 availability while reducing the support workload.
Today, conversation duration is reduced by half because clients have direct access to all relevant information. Over 90% of SFR customers are talking to the correct agent on the 1st call. The bot fully manages 22% of all conversations.