Challenge
Slevomat needed to unify communication across channels, better track customer history and handle a high volume of recurring queries without unnecessarily burdening operators.
Slevomat, a leading Czech marketplace for experiences, uses a chatbot from Daktela in its customer support to help automate routine queries, reduce the workload for operators and speed up responses to customer requests.
Slevomat needed to unify communication across channels, better track customer history and handle a high volume of recurring queries without unnecessarily burdening operators.
With Daktela, Slevomat unified its communication into one interface and deployed a chatbot and voicebot to automate routine requests. Today, the chatbot resolves 73% of queries, the voicebot handles 63% of calls, and the team saves 1–1.5 FTE depending on the season.
„The implementation of Daktela was a strategic step for us – it helped us not only to unify our communication but, above all, it paved the way for the automation and scaling of our customer support. With the chatbot, we resolve 73% of enquiries, and with the voicebot, 63% of phone calls. Consequently, we now handle the majority of requests without agent intervention. Faster response times and a consistent customer experience directly translate into higher satisfaction for both customers and partners. At the same time, Daktela provides us with the data and control needed for continuous optimisation, reinforcing our position as a market leader.“
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