Case Study: RISE boosts customer satisfaction with Verloop.io’s Conversational AI

RISE Revolutionises Customer Service with Verloop.io’s Conversational AI Solution

RISE, a leading South African fund administration and investment management company, faced a challenge where high volumes of member phone calls for fund information and claim statuses exceeded their staff's capacity. This led to delays and a poor customer experience. To address this, they turned to vendor Verloop.io for a solution.

Verloop.io implemented a conversational AI solution, integrating an AI-powered WhatsApp chatbot to automate responses to frequent queries. This allowed members to get instant answers, reducing dependency on phone calls. The results were significant: RISE saw a 65% overall CSAT score and over 11,000 incoming chats, with the Verloop.io system automatically handling nearly 90% of them monthly, demonstrating a strong customer preference for the self-serve model.

RISE

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