After long discussions, a well-planned development process, and numerous tests and analyses, we can now boast a fantastically functioning, increasingly automated customer service thanks to the collaboration with Talkie. I can confidently state that implementing the bot was a wise business decision.

Residents who called were initially surprised that they were dealing with a robot, but they soon realized that the solution facilitates communication with the City Hall and reduces the wait time for a connection with a consultant. We have noticed a significant increase in connections serviced by the City Hall brokers. The robot improves the work of the entire team, removing the need for the broker to perform repetitive tasks.

Customers expect an appointment hotline to be available whenever they need it, including late at night and on weekends. Our virtual assistant is always available; you can call it at any time, and every call is answered promptly. Furthermore, the service is standardized, which improves customer service quality. What’s also important is that the virtual assistant always provides the client with consistent information.

The amount of arrears paid increased significantly after the implementation of Talkie, while the costs of servicing this process decreased. In most cases, one conversation was all that was required for customers to pay their debts. Additionally, Talkie is a very intuitive tool. I quickly learned to use it and make slight modifications to the original script. 

Using the Talkie platform, we were able to reach a large group of our employees in a matter of days and collect their feedback on remote work. We gained important knowledge in a short period of time and without involving the entire HR team, allowing us to quickly react and respond to the needs of our employees.

The bot handles more than half of the read-out calls, significantly reducing incoming call traffic, the waiting call queue, and improving contact center indicators as well as caller satisfaction. […] The satisfaction survey’s results are impressive, with satisfaction levels ranging from 94 percent to 98 percent for the bot conversation.

We were impressed by Talkie’s openness and concern for the security of sensitive data. Our investment in Talkie cut our costs and eliminated the need to hire new employees while maintaining the highest level of customer service! Talkie is a solution that can help you achieve a variety of benefits, both financially and in terms of improving customer service.