TV 2 PLAY: Our service agents save a lot of time with SupWiz Chatbot
Photo: Shutterstock.
9th of July 2020
Almost half a year ago, TV 2 PLAY implemented SupWiz Chatbot at their customer service center - integrated to their existing Zendesk chat. The aim was to help their service agents answer questions from TV 2 PLAY-customers. Today the SupWiz chatbot handles up to 45% of all incoming chats – and that is without being integrated to TV 2 PLAY’S backend systems, which is yet to come.
Susan Almind Andersen, Head of Customer Operations at TV 2 PLAY, tell us why they chose to implement a chatbot and some of the following results:
“At TV 2 PLAY, we were looking into many new activities leading to high volume of queries in our customer service center. The choice was between hiring 4-6 new service agents, or quickly get a chatbot to take off some of the load and help our service agents. Thus, we are happy that the SupWiz chatbot already handles up to 45% of all incoming chats.
This saves a lot of our service agents time, so they can focus on more complex tasks than answering simple standard questions”.
Pernille Louise Sønderlund, former Customer Consultant at TV 2 PLAY explains how the chatbot is saving their time:
“The chatbot saves our time, both when it solves the query 100%, but also when it transfers the customer to us, as it gathers important information, which is essential to solve the customers query. We have seen a reduction in the length of chat conversations - also, average interactions in a chat dialogue is reduced from 8 to 5, after implementing the chatbot.
It makes our work easier and we can help the customer faster – this makes us happy”.
Besides the saved time TV 2 PLAY also uses the data insights delivered by the chatbot to learn what the customers are asking about and instantly improve the chatbot’s performance. Additionally, TV 2 PLAY have been activating the chatbot in evening hours, which has shown good results. Now they are working towards offering extended opening hours as well as implementing integrations so the chatbot can make actions and solve tasks e.g. resetting passwords, which is among the frequent customer queries.
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“TV 2 has an impressively professional approach towards their customers - we are very excited to keep following their digital journey in customer service, which is truly an honor to be a part of”
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About TV 2
TV 2 is one of the eldest and most-watched channels in Denmark, established in 1986. It is a large public service organization partially under government ownership. TV2 is a source to news, sport, weather and entertainment on TV, web and social media. Currently TV2 has more 1300 employees and more than a million users on TV 2 Play.
About SupWiz
SupWiz delivers a next generation AI platform for customer service and support. This includes chatbots, email bots, ticket routing & automation, knowledge article matching, and much more.
The solution for example enhances existing systems such as Zendesk, Remedy and ServiceNow with advanced AI improving both customer and agent satisfaction. SupWiz’ AI platform is today used by thousands of agents benefiting millions of end-users and our customers include NNIT, One.com, ATP, Stofa, and many more.
In 2019 SupWiz was awarded the most prestigious innovation award by the Minister of Science and Higher Education for perhaps the world’s best chatbot.