Case Study: VIVID fast tracks customer queries with CM.com Conversational AI

VIVID boosts self-service with CM.com as chatbot sessions rise from 2,000 to 4,000 per month

VIVID, a UK-based housing association, faced the challenge of retaining internal knowledge and providing 24/7 customer service. They contacted vendor CM.com and ultimately used its Conversational AI Cloud platform to build an omnichannel solution to democratize knowledge and free up phone lines for more complex queries.

CM.com implemented a chatbot for VIVID's website and a voicebot for its phone system. This solution allowed customers to self-serve answers and complete forms, while also acting as a knowledge base for agents. The results included a significant increase in chatbot usage and the establishment of 24/7 customer service. The voicebot revolutionized the customer experience and allowed new agents to get up to speed more quickly.

VIVID