Empowering customer service teams with customised, artificial intelligence

Netop develops market-leading software solutions that connect people with computers and smart devices, using remote access, screen-sharing and video chat technologies. Millions of users count on Netop to make secure and seamless connections every day. Netop partnered with Hutoma to add Chatbot capabilities to their live chat services.

INDUSTRY : Customer Support

LOCATION : Denmark

EMPLOYEES: 100-300

Happy customers are what keeps a business afloat. Yet, successful customer service can be challenging as departments are often faced with arduous, time-consuming and administrative tasks before they can close a case. Scaling a customer service team in this way is costly and unsustainable in the long-term.

With consumers increasingly demanding a more personalised experience from brands, Netop was keen to explore how an AI would help its customers get quick, tailored service while allowing it’s human agents to consolidate the number of one-on-one conversations to more complex cases.

The Challenge

Hutoma delivered an enhanced, customised version of its open-source AI to Netop, which was hosted on their cloud server and integrated into its live chat protocol.

The chatbot answers repetitive questions and a rule was created to prompt the AI to seamlessly hand the customer over to a human agent when the system isn’t able to provide enough support. The combined technologies ensured that the customer was able to obtain the greatest amount of value from Netop customer service in record time. 

The Solution

The Hutoma AI chatbot allowed customer satisfaction to improve while having a direct, positive impact on the company’s bottom line. The open source solution proved to have a greater return on investment in comparison to similar versions on the market (driven by closed source technology).

Adding a chatbot solution scaled the customer service department without the need for additional hiring costs. Netop’s human agents felt empowered to operate most efficiently, allowing them to give more complex cases the time they deserved.

The Result

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