Lighthouse Challenge

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When eprimo started the Kundenservice 4.0 project some time ago, the team took the challenge of driving their digital journey on their own. The team offered an ambitious efficiency target by leveraging digital for process automation. By switching to a new target picture of customers going increasingly digital, the team opted to develop a digital assistant, known as Sophie, to support customers in finding fast answers to their requests at any given time and place.

chatbot sophie
When the chatbot was introduced it turned out that the technology had to be transportation email list qualified to understand the questions fo customers, to help answering questions and to navigate the customer. The team accepted the challenge. From there on, together with coaching by the technology partner, the eprimo team worked to develop new digital skills to train the chatbot

When Sophie was introduced for the first time, it was understood that the technology had to be qualified to recognise the questions of customers.

Chatbot Sophie started with 700 chats on October 2017, and by February 2019 it had already reached an all-time high of 70.000 chats per month. I.e., Sophie’s traffic rose by a factor of 100 in only 18 months. eprimos who qualified human service agents before switched to qualify Sophie, the digital assistant. This highlights how eprimo’s digital challenge allowed for not only high performance, but also the discovery and growth of talent and skills within the company.