SAZKABOT FROM SOITRON HANDLES ALMOST ONE FIFTH OF SAZKA’S ALL INCOMING CHATS

The contact centre of the Czech lottery company Sazka is contacted by about 700 existing and prospective customers a day. A great many of them ask relatively simple questions. For example, they ask about registration or inquire about ongoing promotions, products and services. So, when Soitron was building a new contact centre for Sazka, logically it proposed to implement a chatbot that could automatically and autonomously handle requests of at least part of the website visitors.
Case study was published 18.02.2019

Assignment

  • Unburden contact centre agents from handling simple and frequently recurring questions.
  • Streamline contact centre activities and free up capacity to handle more complex customer issues.
  • Strengthen the proactive communication of the lottery company.

Solution

  • Analyse Sazka’s historical communication and extraction of key topics.
  • Design chatbot response and communication logic.
  • Implement SOITRON*bot to automate the communication.
  • Integrate it with Avaya Contact Center and PoolParty semantic software.
  • Technical support, consultations and training to help Sazka create their own new conversation scenarios and expand chatbot’s abilities.

Results

Automated handling of simple and often recurring questions at the key and ever-growing communication channel – chat on Sazka’s website.

Option to extend the SOITRON*bot solution to email communication, web forms, online environments and social networks.

More effective use of human resources, including the development of online business activities, in which Sazka’s bot can play an important role.

Return on investment within one year.

DAVID FOGLSZINGER

Product manager, Business Unit Cloud & Applications, SOITRON, s.r.o.

Soitron’s core philosophy is to work together with the customer. Regardless of whether the customer prefers the entire development to be done by Soitron, or wishes to actively participate in the work, we focus on their maximum satisfaction. From the very beginning, Sazka has been actively involved in the Chatbot product development. The cooperation of Czech and Slovak teams was amazing, and it taught us a lot. And most importantly, it led to the creation of a lasting relationship with the customer, in which the Chatbot solution was only the beginning of our shared journey of innovation.