Client Overview:
A global brand wanted faster and more personal customer support. Their old chatbot failed to hold context and handle multilingual conversations.
Challenges:
- Chatbots lost context during chats.
- Multi-intent queries confused the system.
- Limited language support frustrated customers.
- Escalations often broke the flow and slowed responses.
BACS Approach:
- Introduced AI chat automation that managed 70 percent of routine queries around the clock.
- Enabled multilingual support for smoother interactions across regions.
- Used personalization to make conversations feel more natural.
- Tracked chat data to keep improving accuracy and tone.
Results:
- Customer satisfaction increased by 20 percent.
- Agent workload dropped by up to 28 percent.
- Operational costs went down by 20 percent.
- Conversion rates improved by 15 percent.
Impact:
BACS delivered a smarter, faster, and more human chat experience. Customers got answers instantly. Agents focused on complex issues. The business saved costs and earned higher satisfaction scores.
