To achieve this, we designed and developed a multi-phase plan that involved implementing new features and improving some existing ones to enhance a critical service for the company.
The RETAbet Group has a constant focus on innovation and the continuous development of its sports betting platform to ensure the best possible gaming experience. With this in mind, it sought to automate customer service by implementing a conversational platform or chatbot with multi-channel capabilities and customer service capabilities, including an agent module.
Based on this, objectives were set such as improving response times, allowing some queries to be resolved immediately, relieving agents of repetitive tasks to handle other complex cases, including new target geographies, or extending service hours.
“Chatbot technology has become much more than a trend; it's a true revolution in customer service ,” says Jon Malax-Echevarria, Associate Director at Altia. “ At Altia, we've integrated a technology that adapts to the needs of any type of customer, and this experience with the RETAbet Group reinforces our position as an expert in data processing, collaborating with companies in the development and implementation of initiatives aimed at improving and automating processes.”
Several phases
The project was carried out in several phases. Initially, Grupo RETAbet provided us with all the queries collected over a period of several months, broken down by type. We developed a prioritization matrix and carried out various tasks, such as identifying intentions grouped by importance according to volume, or categorizing them according to the desired response. In addition, a rapid response was defined and designed, and a conversational flow was defined for complex responses.
The next step was to carry out a pilot phase to validate the technology, usability and training capacity by the RETAbet Group to continue with it in the future, for which the Xenioo platform was selected.
Once the pilot phase was validated, we focused on implementing the remaining features, following an analysis of the " top questions " that represented a very high percentage of the query volume (close to 40%), the design of interactions (conversational responses), and a menu of non-understandings/agent referrals. Additionally, other tasks were carried out, such as intention or concept training, joint testing with agents, and platform user training.
In the words of Igor Extremo, Director of Operations at RETAbet Group, “ chatbot technology has allowed us to streamline many of our customers' most frequent inquiries, optimizing and improving the service we offer. Without sacrificing direct contact with the customer, it has allowed us to focus on the more complicated issues, significantly reducing our response times across the board .”
