Case Study: Tangerine achieves up to 91% live-chat resolution with Comm100 AI Chatbot

Comm100 Chatbot Resolves 91% of Assigned Live Chats for Tangerine

Tangerine, an Australian telecommunications provider of nationwide broadband and SIM-only plans, faced a rapid surge in live chat volume after launching its B2C offering — chat requests jumped from 500 to 2,227 in months — putting pressure on wait times and agent capacity. Rather than expanding headcount, Tangerine turned to Comm100, extending its Comm100 Live Chat deployment and implementing the Comm100 AI Chatbot to handle high-volume, repetitive queries.

Comm100 integrated and trained the AI Chatbot across technical support, general customer service, and sales, routing unresolved conversations to agents with full bot transcripts; as a result Comm100’s bot resolved 84% of chats routed to it in December 2019 (peaking at 91% on some days) and handled 62% of all live chats, cut wait times from 78s to 54s, and improved chat acceptance rates from 80% to 92% (about 700 more customers served), with 97% of bot responses classified as high confidence.

Tangerine

Richard Branson

Chief Operating Officer