"With the enhancements of artificial intelligence (AI) chatbots, the platform (since November 2017) is now able to hold up to 65 per cent of the conversation with the customer before requiring human intervention, if at all. The productivity benefits continue even after the travel adviser steps into the conversation as multiple conversations are managed concurrently...Since its inception, chat conversions have contributed to between 10 and 15 per cent growth in our market share.”
- Anthony Chan, Managing Director, Chan Brothers
Chan Brothers, one of Singapore's leading travel agencies, wanted Web Spiders to implement a chatbot for their website. The objective of the client was to enhance the live chat functionality on their website in order to ensure a 100% response rate that was as quick or more than standard live support desk. They wanted to reduce support staff expenses, and ensure consistent responses were provided across all touchpoints.