A global consumer electronics brand.
The challenges our client faced
The client had long relied on a traditional, rule-based chatbot to manage online customer queries. While it could answer simple FAQs, it struggled to understand natural language, provide personalised assistance, or adapt to complex scenarios. As customer expectations evolved, the system’s limitations became clear.
The company faced:
- Rigid, scripted chatbot conversations that often frustrated users.
- Frequent chatbot drop-offs and low resolution rates.
- Heavy dependency on human agents for escalations and complex questions, as the bot struggled to deliver accurate or effective solutions.
- Poor personalisation
The leadership team recognised the need to move beyond static automation and invest in a next-generation, human-like AI chatbot that could offer natural interactions and measurable business impact.
Our solution: Lola, an advanced, human-like, conversational AI chatbot
To transform their customers’ online experience, the company partnered with us to deploy Lola.
1. Lola – our conversational voice bot
Built to engage naturally and intelligently with customers across the company’s website, social media channels, email and SMS, Lola couldn’t be more different than the previous, traditional chatbot. Our advanced conversational AI chatbot offered:
- Smooth, natural conversations that felt human-like, due to Lola’s understanding of intent and context.
- Accurate, complete responses in real time, improving resolution and retention and preventing customers leaving chats unanswered.
- The ability to handle tasks autonomously, like tracking orders, returns, and repairs, which freed-up agents for critical cases.
- Vastly improved personalisation, as it remembers past chats and preferences, ensuring consistent and personalised support.
- Clear, relevant and complete answers, as it understands context and can draw upon real-time information.
- Proactive contact to boost engagement, such as follow-ups to queries, renewal reminders and helpful recommendations.
Lola’s human-like intelligence turned customer conversations into dynamic, two-way engagements. Instead of mechanical replies, customers experienced empathy, accuracy, and natural flow, resulting in higher satisfaction and brand loyalty.
2. Enterprise integration and smart automation
The transformation extended beyond the chatbot experience, with Lola integrated across enterprise systems for seamless automation. Lola:
- Was connected to CRM and previous order details, for instant data access.
- Automated post-chat ticket creation, ticket status, and account-related service updates.
- Enabled conversation-to-transaction capability, so customers could purchase products, schedule deliveries, or book repairs directly via chat.
- Delivered real-time analytics on engagement trends, sentiment, and conversion metrics.
- Empowered the CX team with dashboards for continuous improvement and insights-driven decision-making.
Through these integrations, Lola became an intelligent digital assistant that blended customer experience, operations, and commerce all within a single conversational interface.
Results
The client’s switch from a traditional bot to Lola brought transformative results across engagement, efficiency, and satisfaction:
- CSAT soared from 50% to 92% within a month of implementation.
- Resolution rates improved by 68% and customer engagement rose by 55%.
- Operational costs reduced by 42%, while human agent workload dropped by 40%, with teams able to focus on high-value customers.
- Conversion rate increased by 25%, driven by Lola’s proactive upselling and personalised recommendations.
Client comment
“Our previous chatbot could only follow rules. Lola understands context, emotion, and also customer intent. It’s like talking to a real representative who never sleeps. Customer satisfaction has skyrocketed, and our teams now rely on Lola as a true digital partner.”
Head of Customer Experience
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