Beety : Bots for Telco
The story
The Bouygues Telecom bot plays a major role in Bouygues Telecom’s contact strategy. Both on digital (IM) and voice (1064).
Present at every moment in the lives of our customers/prospects to offer them a solution. Easy to access and use, available 24/7 on all touchpoints. It provides a relevant, useful response, but it’s not exclusive.
The purpose
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Provide the customer with a first-level response, particularly to network problems.
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Identify the customer’s concern and provide a response and resolution solution, capitalizing on the solutions available to date.
The missions
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Handle customer’s network problem
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Accompany the customer further in identifying the problem (telephone, settings…)
The results
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20% of incoming traffic
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150 – 200K calls per months ( voicebot)
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8-10k contacts per month (chatbot)
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Overall satisfaction survey : 3.99 / 5
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70% customer satisfaction
My role
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Developed product and conversational roadmaps and worked with cross-functional teams including developers, UX/UI designers, Legal and Marketing.
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Successfully launched 2 conversational assistants, managing over 200,000 monthly interactions, and delivering +50 new features
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Collaborated with data team to monitor analytics and customer feedback, conducting user research to uncover critical insights
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Increased customer satisfaction rating score by 1.5 points
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Provided senior management with recommendations across various functions, resulting in a 40% decrease of callback rates
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