The chatbot handles thousands of customers for us, says the largest mobile operator in Slovakia Orange

As a mobile operator, Orange handles thousands of customer requests per month. Until 2021, clients could call their helpline, write them an email, connect via Messenger or WhatsApp, or fill in a form on their website. However, the company came to realise that modern customer communication includes chatbots too. And that's mainly for Generation Z and Alpha, who are the young buying force.

Thousands of automatically processed customer requests and massive savings of time and money. In less than a year of operation, the chatbot has already clearly proven it’s an important member of the Orange Slovakia team. The chatbot has apparently opened a gate to a new world for the company – yet they didn’t even promote it in their marketing communications. The dialogues and scripts for the chatbot’s conversations are prepared by Orange Slovakia themselves so that it can be as flexible as possible, and so we were able to deploy the chatbot almost immediately, and Orange saw results from its work very quickly.

“I think we received the chatbot before we had even paid for the licence. I really appreciate Coworkers.ai’s approach, in which we build the dialogues ourselves, and they provide us with important support and come up with ideas for improvements,” notes Pitoňák.

“The topic of voicebots is also on the table. It’s possible that in a few months or years we will have a voicebot at Orange,” says Pitoňák in closing. Voicebots have been replacing button-operated bots in recent years. Instead of the annoying old “press one or star”, users can have a normal conversation with the voicebot.