How does City Drop use the Dydu chatbot to optimize its customer relationship? #MWeek

If the online reservation route on city-drop.com is simple, it nonetheless raises a number of questions from customers since it is a unique experience: renting a connected vehicle for a one-way trip between two cities in France or two European countries. Some questions are unique and require discussion with an advisor, but others are fairly recurrent. This is the reason why the start-up called in 2020 to It is not, a company specializing in conversational marketing, to set up a chatbot since last November: “This firstly allows us to relieve our customer support which deals with almost 6000 calls by mes but also to respond to our customers even when our sales department is closed. The stakes were high: maintain efficiency and responsiveness without relocating our call center and with the aim of controlling salary costs “, explains Frédéric Dubois – Associate Director and co-founder of City-Drop.

What actions for the chatbot?

“The chatbot manages, to date, 2000 conversations per month, This allows incoming calls to customer service to be offloaded by an average of one third. ”Advisors thus have less the impression of being robots and more precisely of being able to concentrate on answers with added value concerning specific questions or situations. “, says Frédéric Dubois. The chatbot is in service 24 hours a day but refers to customer service if after two exchanges the user has not received a satisfactory response.

What are the first results?

The chatbot is currently able to deal with 168 subjects even if 60% of the questions concern 10 main subjects: “How does geolocation work?”, “Where are the vehicle papers?” etc. “Today it responds correctly to 86% of requests, compared to 68% at launch. On a learning model and thanks to machine learning, it is therefore improving every day. At the same time, we consult the details of the questions and answers every week. to make adjustments, add new answers etc. “, specifies Frédéric Dubois. Once the chatbot is online, it is therefore important to follow its evolution and continue to feed it on a daily basis in order to reduce misunderstandings and add knowledge.

Setting up a chatbot: what is the best practice?

“The set-up phase is quite time consuming but essential: it is a question of working hand in hand with the customer support teams to define the subjects and the answers to be provided. The challenge is to classify the requests in order of priority, then enrich the chatbot’s responses as they go. Another recommendation is to ensure that the tool works correctly in order to avoid an increase in the bounce rate on the site “, recommends Frédéric Dubois.

The prospects for the start-up are the addition of a new language to the chatbot at the moment, Spanish, in connection with the opening of the service in Spain and then, in 2022, a desire to be able to ask the bot to perform actions such as opening or closing the vehicle remotely.

See the replay of #MWeek 2021 : The use of the chatbot for customer relations by Frédéric Dubois, associate director and co-founder of City Drop.

Find out more : City-Drop : https://www.city-drop.com and Dydu: https://www.dydu.ai

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