Case Study: ANWB boosts chatbot customer satisfaction with CM.com

ANWB halves negative chatbot feedback to 6% with CM.com

The ANWB, a Dutch mobility and roadside assistance organization, faced the challenge of managing high contact volumes, especially during peak holiday periods, and sought to improve online customer service efficiency. They partnered with vendor CM.com to implement their conversational AI and chatbot solutions, specifically the chatbot named Iris, to reduce the strain on their Member Service Centre.

CM.com's solution involved a continuous process of optimizing the chatbot's content based on deep analysis of customer questions, writing answers in a conversational style, and ensuring constant involvement from a wide team. The measurable impact for ANWB was significant: during the 2019 summer peak, the chatbot's negative feedback rate was nearly halved, dropping to just 6%, and Iris successfully answered twice as many holiday-related questions as in previous years.

ANWB