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
Provide the customer with a first-level response, particularly to network problems.
Identify the customer’s concern and provide a response and resolution solution, capitalizing on the solutions available to date.
The missions
Handle customer’s network problem
Accompany the customer further in identifying the problem (telephone, settings…)
The results
20% of incoming traffic
150 – 200K calls per months ( voicebot)
8-10k contacts per month (chatbot)
Overall satisfaction survey : 3.99 / 5
70% customer satisfaction
My role
Developed product and conversational roadmaps and worked with cross-functional teams including developers, UX/UI designers, Legal and Marketing.
Successfully launched 2 conversational assistants, managing over 200,000 monthly interactions, and delivering +50 new features
Collaborated with data team to monitor analytics and customer feedback, conducting user research to uncover critical insights
Increased customer satisfaction rating score by 1.5 points
Provided senior management with recommendations across various functions, resulting in a 40% decrease of callback rates
