Customer Support Bot (IQOS)

Client

IQOS is a tobacco heating system developed and introduced by Philip Morris International in 2014. Manufacturers claim that when using IQOS, buyers inhale pure smoke obtained by soft heating of high-quality tobacco, and not burning products, as with conventional cigarettes. These devices allow you to feel the real taste of tobacco without gorenje, ash, and the smell of cigarette smoke.

Context

Many companies are trying to automate and optimize internal business processes to increase productivity and reduce costs. Such internal processes include communication and customer support using chatbots, because they offer solutions to customer requests faster, advise on problems, improving the quality of service.

Task

Automate communication and operational customer support.

Solution

A multiplatform chatbot has been developed for Telegram, Viber and the brand’s website, which has been integrated into the IQOS infrastructure and duplicates the site’s capabilities for device registration, online diagnostics and other things.

It is used as a channel for marketing newsletters, it is also covered by analytics on user actions and a funnel of scenarios. The chatbot has an NLU module that recognizes users’ questions and helps them solve problems without connecting an operator.

Results

Tha chatbot

has become the main communication platform for users, and now more than 50% of requests are processed automatically without the involvement of operators.

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