Problem

Employees often have questions about billing, which can take up to 48 hours for a support representative to answer. This leads to reduced productivity and increased frustration, ultimately resulting in decreased morale and increased costs for the company.

To address this issue, we needed a solution that would provide employees with quick and accurate answers to their billing questions.

Solution

We decided to build a chatbot on Slack that could answer frequently asked billing questions. The chatbot would be powered by AWS Lambda services, making it scalable and reliable.

The chatbot was designed to answer questions related to disputing charges, understanding billing terms, and updating billing information. By providing employees with instant access to this information, we hoped to reduce wait times and increase overall productivity.

Impact

Reduced wait times for employees seeking answers to billing questions
Saved the company 3.8 FTE support that would have been required for manual account management

"Our chatbot has had an incredible impact on our business. It has not only saved us money but has also improved employee satisfaction and overall productivity."

Chatbot on Slack Boosts Productivity, Saves Costs