Development and implementation of a chatbot for Ukrtelecom

Client: Ukrtelecom
Ukrtelecom is Ukraine’s largest fixed-line operator, offering extensive electronic communication services nationwide and leading the market among fixed-line internet providers. The company boasts the country’s largest internet coverage and an expansive optical network.

Project Overview
Ukrtelecom approached us to develop and implement a chatbot aimed at enhancing customer service, optimizing contact center operations, increasing customer engagement, and improving overall efficiency.

Challenges

• High contact center workload
• Limited automated handling of frequent inquiries
• Long waiting times, impacting user satisfaction

Solution

1. Chatbot Development. Designed and deployed a chatbot to handle frequent customer inquiries.
2. System Integration. Integrated the chatbot with Ukrtelecom’s systems, enabling quick, reliable information for clients.
3. Messenger Selection. Launched the chatbot on Telegram and Viber, ensuring accessibility in popular channels.
4. Admin Panel. Built an admin panel for user management, integration access, and monitoring performance.

Why a Chatbot?

• 24/7 Support. The chatbot provides around-the-clock assistance, allowing customers to access information and support anytime.
• Reduced Wait Times. By automating common queries, the chatbot minimizes wait times and improves the user experience.
• Streamlined Contact Center Operations. It frees up agents to focus on complex issues, enhancing response time and efficiency.
• Self-Service Features. Users can check service status, pay bills, request activations, activate a credit period, and report issues, further reducing the contact center’s workload.
• Customer Engagement. Users can request services and receive targeted promotions, boosting engagement and service uptake.
• Customizable Menu. The chatbot’s menu can be tailored to business needs, enhancing user interaction.

Results

1. Faster Service. Personal account requests are processed in seconds, with service requests handled in minutes.
2. Lower Contact Center Load. The chatbot supports 20,000 users monthly, with over 100,000 users served in six months.
3. Enhanced Self-Service. Customers can manage services, pay bills, and report issues directly through the chatbot.
4. Improved Customer Satisfaction. These features have raised service quality and customer satisfaction, positively impacting Ukrtelecom’s overall performance.