AI Customer Support on Whatsapp
ALOE provides e-bike rentals to guests at over 30 partner hotels, relying on hotel receptionists to promote the service. To incentivize this, ALOE launched a commission program, offering €5 for each new rental order. However, several challenges arose:
Manual Process
Managing the commission program was time-consuming and involved multiple manual steps. It required enabling over 100 receptionists to track orders and rewards in real-time, request and receive redemptions, which was challenging for our single customer success manager to handle efficiently.
Lack of First-Hand Feedback
The 30+ hotels are spread across Italy, and receptionists don't use email or personal phones for work-related communications with ALOE. This made it difficult to quickly gather their feedback and address any concerns or questions in a timely manner.
Once I recognized that WhatsApp was the most natural communication channel for receptionists, I quickly selected Chatfuel as the chatbot builder, learned how to use it, and launched a WhatsApp AI chatbot within one week.
Automated Process
The chatbot enables receptionists to track and request their rewards anytime, anywhere. Most of their questions are answered by a pre-trained GPT bot, with less than 8% of chats needing escalation to the customer success manager.
Real-Time First-Hand Insights
The customer success manager can monitor chat history in real-time, allowing for quick responses to any questions or concerns receptionists have about the commission program.