Case Study: The Cyber Helpline achieves 84% case automation with OpenDialog

Making Growth Sustainable With 'Expert' Agents

The Cyber Helpline, a non-profit providing free cybersecurity support, faced the challenge of scaling its services to meet rising demand for 24/7 assistance for cybercrime victims. They needed a solution that could navigate complex issues through conversation and gracefully hand over to human experts when necessary. They approached OpenDialog to build a sophisticated chatbot to address this.

Using its conversational AI platform, OpenDialog implemented a solution featuring natural language processing and knowledge graphs, allowing users to describe their issue in their own words. The results were significant: OpenDialog successfully automated 84% of cases, reduced direct call volume by 80%, and eliminated the need to recruit 192 volunteers. This enabled The Cyber Helpline to maintain sustainable growth and has helped over 30,000 victims.

The Cyber Helpline

Rory Innes

Chief Executive Officer