Praekelt.com partnered with Absa Life build and design an intelligent agent on WhatsApp to help both customers and employees.
July 5, 2020
Call centre agents work under immense pressure from customers, they deal with hundreds of information-based queries that could be resolved without an agent.
To relieve some of the pressure and improve customer care efficiency, Absa Life commissioned Praekelt.com to build them a WhatsApp chatbot that could answer Frequently Asked Questions and give funeral policyholders access to basic policy information. With the help of a WhatsApp chatbot, policyholders can now access this information at any time of the day or night. The agents in turn are able to focus on cases that need the human touch, such as customers who are affected by the global pandemic or dealing with the traumatic experiences attached to funeral policies.