Supporting retailers through chatbot assistance

Why our Service Desk now includes chatbot assistance

When we decided to introduce a chatbot to support the atonpeople working in the Service Desk, we started from a few key needs, including:

• keeping the whole team aligned on topics that are constantly evolving
• providing simple-to-apply procedures, enabling people to work more calmly and with a better distribution of workloads
• making the knowledge of individuals available to the whole company, creating shared documentation accessible to everyone, also with the goal of making new atonpeople onboarding faster
• offering a straightforward guide that provides a range of scenarios to help us ask the right questions to users in need of our support, even when they are not fully clear about the problem they are experiencing

How we built the perfect chatbot: our story

To create the perfect chatbot, we worked side by side with Andrea, to whom we shared our needs, and who tailored the virtual assistant to suit us perfectly at each stage. To learn more, I invite you to read his article!

The first step in training our virtual assistant was to review all the documentation we had scattered across different repositories. How many times have you tried to remember whether that information was in an email, in one of the many company files in the cloud, or in a note saved on your PC? Our goal was to make the chatbot the single access point for all content!

Moreover, tidying up gave us the chance to rethink the way we have always created manuals: by filling them with images to illustrate procedures, we had made them very long and difficult to consult, because the key information often resided more in the images than in the text.

How our chatbot is benefiting our team

As the leader of one of the teams providing customer support, I know that this activity can be a source of stress, so for me it was essential to optimise workflows and processes. Knowing that we receive support from a chatbot trained on company procedures means, first and foremost, never feeling alone when solving a problem: it is like having the most experienced colleague always available! We are constantly in contact with people who need help, and knowing that we have a support tool that enables us to find the answer to customers’ needs allows us to work with greater peace of mind.

Moreover, thanks to the chatbot, we have carried out significant efficiency improvements: today, our people can independently retrieve all the information they need using just one tool. This brings great savings in terms of time and costs and, even more importantly, has a positive impact on people’s work quality.

This work has also opened up new future scenarios, projecting the benefits we have experienced onto Aton’s solutions and our customers.

So, has it revolutionised our way of working? Absolutely yes!