Sky asked us to create a virtual assistant that offers information and technical assistance in various sections of the Sky website and within the customer app, based on Natural Language Recognition.
The challenge
Sky’s main objective was to reduce calls to their Customer Operation centres. This meant the virtual assistant should be able to: tell clients about Sky’s wide and evolving commercial offer, facilitate the User Experience across the website and mobile app, help customers solve their technical issues through troubleshooting, and ensure high quality, self service Customer Care.
Services provided
Our approach
To ensure a high quality understanding of the Chatbot, our Conversational Designers, Knowledge Engineers and AI developers optimise and evolve it according to Sky customer requests, interactions and ratings. Each day, a wealth of anonymous data is captured and analysed. This helps us improve Chatbot responses, increase language comprehension and the knowledge base, provide clearer conversation paths, and add relevant content to support and inform customers.
Outcome
The Sky Chatbot is available on the website and app. It provides information about packages and technologies, promotions and Sky’s extra loyalty program. Users can ask for further information or seek technical assistance on services, on apps such as Sky Go, on decoders, or find out how to make the best use of their private area and the on air TV guide.
Results
The Chatbot was awarded in the AI & Chatbot Customer Service category of the CMMC awards. It’s characterised by the breadth of the knowledge base, which is constantly evolving to manage a wider range of customer requests.
