How ROLLER offers excellent service thanks to a chatbot and handles complaints automatically with a smart AI workflow.

As with many companies, inquiries often arise outside of service hours. Even if many issues could be resolved independently in the online portal, customers still pick up the phone. This leads to long waiting times and a high workload.

With the introduction of a chatbot, ROLLER wants to increase availability, strengthen the self-service area and relieve the agents so that they can devote themselves to more complex 2nd level issues.

ROLLER had no previous experience with chatbots in the company. The bot therefore represents a new additional channel, the handling and setup of which must first be learned. It also means a switch to asynchronous communication.

The internal service processes were jointly analyzed in an intensive on-site workshop at ROLLER in Gelsenkirchen. The requirements for future-proof digital customer service were then examined for automation potential in conjunction with the BOTfriends X platform.

After the workshop, the creation of the conversational design and development of interface integrations began. At the same time, knowledge was built up within the organization so that further maintenance and development could be carried out independently by Roller.

One highlight of the bot is complaints management. It processes orders from the online store as well as purchases from the brick-and-mortar stores. Complaints processes used to be very time-consuming and involved several specialist departments.

The AI workflow handles this process thanks to a combination of Generative AI and NLU. Users have the option of describing their complaint, uploading photos for easier identification and confirming their identity using the receipt or invoice number. The bot then forwards the request to the correct department.

Following the successful integration in the service area of the ROLLER website, the global rollout is now taking place on the rest of the website.

The chatbot supports customers with, among other things:

ROLLER's digital assistant "Dea" clearly shows how successful a chatbot can be if a company recognizes the need and implements an AI solution in a targeted manner.