Chatbot is checking us in thousands of customers, says Orange

Slovakia's largest operator, Orange, has been using the chatbot from coworkers.ai since 2021. He succeeded in the tender mainly due to the human approach and easy operation of the platform for creating dialogues. According to RPA (Robotic process automation) and chatbot coordinator of the company Dalibor Pitoňák, the chatbot quickly became One of the key channels of customer support. Most often it is used by the younger generation, which is accustomed to modern technologies and even seeks them out.

Orange Slovakia is the largest telecommunications company in Slovakia, operating in the domestic market for more than 20 years. In its industry, Orange is a leader with approximately 3 million customers. Among the main actions with which Orange SK has earned the status of the number one in the market are mobile for the crown, second tariffs, endless calls and they have introduced a 24-hour customer line.

“The clarity of the user experience appealed to us the most. It is intuitive for the customer, the operator — who serves the chatbot, as well as for developers or analysts who create new dialogues or evaluate data.”

Dalibor Pitonak

Orange Slovensko a.s., RPA

ORI enjoys great popularity, especially among generations Z and Alpha

Orange, as a mobile operator, handles thousands of customer requests per month. By 2021, clients could call a hotline, write an email, connect via Messenger or WhatsApp, or fill out a questionnaire on the website. But the company realized that modern communication with customers also includes chatbots. Especially for Generation Z and Alphathat are a young buying force.

Powerful, easy to use tool

Thousands of automatically processed customer requests and a huge amount of time and money saved. In less than a year of operation, the chatbot has already clearly proved that it is an important member of the Orange Slovakia team. For flexibility, they build dialogues in Orange themselves, and coworkers provide support and come up with ideas for improvement. Thus, the chatbot could be deployed practically instantly, and Orange thus saw the results of its work very quickly.

The Future is in CRM Connectivity

In Orange they have other plans with the chatbot, for example they want to link it with CRM so that it can authenticate customers automatically. It should also serve to collect important contacts, which can subsequently be used by the sales department. It is not ruled out that in a few months or years they will also have a voice robot. Voicebots have been replacing push-button shoes in recent years, and instead of annoying pressing the one and the asterisk, the user is waiting for a regular conversation with the voicebot.

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Chatbot is checking us in thousands of customers, says Orange

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