Case Study: Ananda achieves high-quality customer service during the pandemic with Engati's multilingual Facebook Messenger solution

How Ananda offers quality service during the pandemic

Ananda needed to maintain high-quality digital customer service while staff worked from home during the pandemic and engaged Engati to help deliver that capability, using a multilingual Facebook Messenger solution integrated with their existing on‑premise contact center.

Engati implemented the multilingual Messenger chatbot and contact-center integration, enabling daily support at scale: 1.7K users served per day, 7,000 queries answered, with the bot resolving 31% of queries and 77% of users indicating a preference for Burmese over English.

Ananda