Case Study: Canadian Blood Services achieves 24/7 donor support and improved agent efficiency with Comm100 AI Chatbot

Canadian Blood Services Improves Customer & Agent Experience with Comm100 AI Chatbot Pt.2

Canadian Blood Services, the national non-profit that manages Canada’s blood and related systems, faced rising digital demand after deploying Comm100 Live Chat in 2018. Although live chat improved CSAT and bookings, agents were spending large amounts of time on simple, repetitive questions; CBS wanted to free agents for higher-value, sensitive work and provide more accessible, 24/7 donor support.

Comm100 built and deployed an AI Chatbot for Canadian Blood Services in under a month, routing roughly 70% of chats to the bot and resolving 68% of those without human handoff. The Comm100 chatbot cut overall wait times to about 16 seconds, enabled consistent 24/7 support, and let agents focus on complex donor conversations (reflected in longer, more meaningful agent chat lengths).

Canadian Blood Services

Denny Michaud

Customer Relations Manager