Case Study: M1 achieves a 50% drop in email traffic with Sabio's flexAnswer chatbot

Dynamic Singapore communications company drives 50% reduction in email traffic following deployment of flexAnswer chatbot solution

M1, a Singaporean communications company, sought to extend its digital service by implementing a high-quality virtual assistant chatbot. The goal was to provide a conversational interface to simplify online customer journeys while meeting the company's demanding customer service standards. They selected the flexAnswer Virtual Assistant platform from Sabio to develop their solution.

Sabio's flexAnswer solution enabled M1 to launch the 'Ask Mindy' chatbot, which drove a significant channel shift. The implementation resulted in a 50% reduction in email traffic to the contact center and supported the company's 90% customer satisfaction score. The knowledge base grew substantially, and the solution freed up agents to handle more complex inquiries, showcasing the measurable impact of Sabio's technology.

M1

Stamford Low

Director Customer