Techsys MD Andrew Walmsley explains that “The Messenger App engages with consumers at scale without any human involvement using artificial intelligence, and answers query around the campaign mechanics, prizes, and how to enter.” Consumers could toggle between the chatbot and a live-chat with a customer service agent should they wish to.
The beauty of the campaign was that every week the Artificial Intelligence that monitored the conversation between the chatbot and the consumer became more intuitive. This ultimately improved the customer experience to create increasingly more seamless engagements with the bot.
“Each week the number of consumers and the number of entries grew considerably, indicating how happy consumers are with the channel as a means to engage with the brand,” says Walmsley.
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