Case Study: DNA automates chat conversations with giosg chatbot

DNA Automates 33% of Chat Conversations With a Button Chatbot

DNA, a company focused on providing strong customer service for both B2C and B2B clients, wanted to improve the efficiency and self-service capability of its corporate customer support. Working with giosg, DNA looked to enhance its existing live chat channel and reduce the workload on agents by helping customers solve issues on their own.

giosg implemented a button-based chatbot inside DNA’s existing chat window, using insights from text analytics and past chat conversations to build the conversation flow. The results were strong: the chatbot reduced chat conversations by 33% in A/B testing, and by 58% within a month of launch, while 96.3% of chatbot users reported a positive experience and employee satisfaction improved thanks to the lower workload.

DNA

Mia Nyberg

Development Manager