Chatbot handles thousands of customers for us, says Orange

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

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

“What appealed to us the most was the clarity of the user environment. It is intuitive for the customer, the operator - who operates the chatbot, as well as for developers or analysts who create new dialogs or evaluate data.”

Dalibor Pitoňák

Orange Slovensko a.s., RPA

ORI is very popular, especially among the Z and Alfa generations

As a mobile operator, Orange handles thousands of customer requests per month. Until 2021, clients could call the telephone line, write an e-mail, connect via Messenger or WhatsApp, or fill out a questionnaire form on the website. But the company realized that modern communication with customers also includes a chatbot. And this mainly for generations Z and Alpha, who are a young purchasing group.

A 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 clearly proved to be an important member of the Orange Slovakia team. Due to flexibility, they build the dialogues themselves in Orange, and coworkers provide support and come up with ideas for improvement. So the chatbot could be deployed practically immediately and Orange could see the results of its work very quickly.

The future is connected with CRM

At Orange, they have other plans for the chatbot, for example, they want to connect it to CRM so that it can automatically verify customers. It should also be used to collect important contacts, which can then be used by the sales department. It is possible that in a few months or years they will also have a voicebot. In recent years, voicebots have replaced button bots, and instead of annoyingly pressing the number one and asterisk, the user can have a normal conversation with a voicebot.

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