Chatbot Markéta saves operators in Košík 1000 hours of work per month

During the first 30 days, the chatbot successfully already solved approximately 60% of inquiries and thereby made a fundamental contribution not only to managing the Christmas peak. The chatbot transferred the remaining 40% of questions to the operator on the omnichannel Daktela application, where the operator can see the chat history and directly follow up on the customer's communication with Markéta.

Košík.cz prides itself on the high quality of customer service and its operators are available to customers seven days a week. With the onset of the pandemic, there was an extreme increase in inquiries from day to day that the customer department had to deal with. The solution could have been to recruit new employees, but due to the lack of candidates and the difficulty of training, they decided on a new and innovative solution that could quickly relieve the operators while maintaining a high standard of customer service.

We continue to work on the Markéta chatbot and plan to develop it in the area of conversational marketing as well. But everything is not only our merit, Markéta is also working on herself - thanks to artificial intelligence, she is constantly learning and improving without our intervention.

In time, our voicebot will also be joining Markéta, which will serve as a replacement for interactive voice response (IVR), to make the work of operators on the telephone line easier. The voicebot not only greets the customer kindly, but can also predict the problem that is probably causing the customer to call, based on their last actions (for example, sending an order).