Innovative solutions using artificial intelligence in business are becoming more and more effective. One example is Betty, which has operated at the Polish branch of DB Schenker for more than a year.
* The Polish version of article was first published on DB Schenker’s Pulse website.
Initially, its functions were minimal and amounted only to answering questions about a shipment's status. During the year, the team responsible for chatbot development implemented new functionalities.
Betty will answer questions about the status or delivery date of the shipment and provide information about products and services available in DB Schenker. In addition, thanks to the integration with the Connect4Land platform, it will help you make a quote and place an order on the platform.
"We are constantly expanding the possibilities and functions of Betty. Currently, 83% of calls are carried out through the bot from start to finish, and only 17% are redirected for a consultant to finalize. We are expanding its inquiry base to increase this ratio even further while constantly monitoring issues Betty cannot handle", says Adrian Wieliczko, Customer Service Team Coordinator for the Poznań Region, responsible for bot development from the business side.
Keeping customers happy
DB Schenker also monitors customers' satisfaction levels who communicate with the company via Betty. 75% of them find these conversations satisfactory.
"It is no small success when ¾ of the people are satisfied with the conversation with the artificial intelligence. However, when comparing this result to the rate that our consultants achieve, which is 92% positive feedback, we can see that we can still improve Betty's statistics." – Adrian Wieliczko adds.
Chatbot Betty already serves customers in 11 European DB Schenker branches, with deployments planned in two more markets this year.
Chatbot for internal tasks
Betty is more than just a bot designed to handle customer inquiries. In DB Schenker's European branches, solutions using artificial intelligence to optimize internal processes are tested. "Betty," a chatbot based on IBM Watson technology, is a very flexible and diverse tool.
As part of the international GTECH – DB Schenker team, we are working on using Betty for tasks that optimize the internal information flow within the company.
For example, in France, Betty helps the IT Support department.
In the APAC markets, on the other hand, Betty answers questions from employees in the field of compliance or those in the HR area.
"We are currently testing and will be implementing further projects to use the bot, also related to integration with other internal DB Schenker systems," - explains Bartosz Nowojski, Product Owner at DB Schenker Technology Center.