TOMORROW

Automating 25% support requests in 60 days

Tomorrow built their chatbot themselves on our Chatbot Management System (CMS) and the lines of code they had to write in the process? Zero.

RESULTS

Modern support for a young audience

Going from zero to chatbot doesn't need to require months of development and big technical skills. The Tomorrow team built a great solution in just a matter of weeks.

REDUCED WORKLOAD

In the first 2 months, 25% of all incoming requests are already fully automated, leaving more time for the team to focus on complex issues.

1ST LINE OF SUPPORT

From 0 support requests answered outside working hours and weekdays to 24/7 support.

Card with text inside. the text is "Most active agent"

HIGHER ENGAGEMENT

Since the launch, the chatbot now sends more outbound messages per week than all the human agents combined.

“The chatbot helps us in making banking easy and helps us be there for our customers 24/7. It’s the perfect 1st line of support and answers all repetitive questions leaving the complex and interesting ones for our support team”

Ron Gerber, Head Of Customer Support

ABOUT

New age banking,
new age CX

Tomorrow Bank is a sustainable banking solution that helps users manage their finances while reducing their carbon footprint.

Started in 2018, they have a vision to use money as a lever for positive change..
‍
Tomorrow's customers, 30,000+ and growing are technology savvy and always online.

CHALLENGE

Looking for the WOW effect

Being a small team who wanted to always provide a “wow” experience to their customer throughout their journey, Tomorrow knew that customer support will be the most important part of their online banking model.
‍
As their customers started growing exponentially, so did the customer requests. They started with a fully manual email and human-agent chat customer service support which was soon inundated with rising request tickets in backlog.

SOLUTION

That's when BotSupply came in

BotSupply helped the customer in three steps.

AI-DRIVEN ANALYSIS

By analysing historical conversational data, we quickly identified the key areas conversations could be fully automated.

GERMAN NATURAL LANGUAGE PROCESSING

We supported Tomorrow in designing a German speaking chatbot on the BotSupply CMS.

FRESHDESK INTEGRATION

The chatbot is deployed on Freshchat integrated with Freshdesk ticketing system.
This allowed the chatbot to provide more contextual information by fetching relevant answers e.g. searching for knowledge base articles and more without the need for manual lookups.