Case Study: Jiji achieves 5x more automated support answers with MetaDialog

Jiji - Customer Case Study

Jiji.ng, the largest online marketplace in Nigeria, faced a significant challenge in managing tens of thousands of daily customer inquiries across its social media channels. Despite previous automation attempts with other platforms, the support team was under immense pressure and faced rising costs. The unique language nuances of the Nigerian market added further complexity. To address this, they turned to the vendor, MetaDialog, for a solution involving an AI chatbot powered by natural language processing.

MetaDialog implemented its NLP solution by integrating Jiji's internal data, such as reply templates and manuals, to train the system. The solution was rolled out in a careful, multi-stage testing process. The results were a five-fold increase in automatically answered questions, with 81% of inquiries receiving instant, correct answers. This dramatically improved efficiency and customer response times without the need to hire additional support agents, allowing the Jiji team to aim for over 90% automation.

Jiji

Vitalii Sharovarov

CMO