AI Customer Service Website Chatbot.
TLSx is a personalized pilates studio in Austin, TX. They tasked us with building an AI website chatbot to answer frequently asked questions and respond to online inquiries.
TLSx was overwhelmed by a high volume of inbound emails and text messages, frequently answering the same questions repeatedly. This led to inefficiencies and hindered their ability to provide timely and personalized customer service. We implemented a sophisticated website chatbot solution using Zapier.
The chatbot references a Zapier Table that includes a "Question" column and an "Answer" column. When the chatbot encounters a question it cannot answer, it archives it in a separate table for TLSx to review. TLSx can then add confirmed question/answer pairs to the master table with the click of a button, while also managing FAQs dynamically.
The system also analyzes incoming emails from Outlook for potential FAQs, ensuring the chatbot is continually updated with customer inquiries from multiple sources. Each conversation is logged, and feedback on the chatbot experience itself is collected to improve responses further.
Since implementing the chatbot, TLSx has reported improved response times and enhanced customer experiences, as the chatbot has effectively managed inquiries, allowing staff to focus on more complex customer interactions. The ability to collect feedback through the chatbot has provided valuable insights, further refining their customer service approach.