The car manufacturer Renault called on Dydu to deploy an internal conversational bot for its salespeople and sales managers. Stéphanie Lecomte, Head of Digital Transformation and Sales Tools, looks back at the implementation of the chatbot and shares the next steps for the future.
Can you describe your company and your role?
My name is Stéphanie Lecomte. I’m the Head of Digital Transformation and Sales Tools. I’m in charge of all the sales and CRM tools and the digital transformation of our network (e.g., highlighting the network stock on our website or booking test drives online).
What are your current IT support challenges, and what issues did you want to address by implementing a chatbot?
We wanted to address cost and availability issues.
We wanted to end phone support while maintaining a high level of support for our salespeople. Chatbots are efficient solutions that cost less than phone assistance.
Chatbots are also available 24/7, whereas our call center was only available during working hours.
Before we set up our chatbot Maeva, we couldn’t help our salespeople on open days because they mainly take place on weekends.
We implemented the chatbot for Renault and its network in France, which includes around 370 businesses and 5,000 users (4,000 salespeople and 1,000 managers).
Why did you choose Dydu?
We’ve been working with Dydu on our internal HR chatbot for several years. We’re very pleased with it, and it meets all our expectations. So, when the IT team wanted to set up a support chatbot, we naturally turned to Dydu.
What scope does your chatbot cover?
Our chatbot, Move Maeva, assists our salespeople and sales managers. It handles tier 1 issues relating to their sales positions or CRM tools.
How many people manage the chatbot internally, and what do they do? (bot administration, updating the knowledge base, monitoring dialogs, analytics, etc.)
We have a team of 6 people managing the chatbot, each specializing in a different area.
We organize reading workshops once a month to analyze the chatbot’s dialogs and improve our knowledge base.
How did you build your knowledge base?
To get started, we used an Excel file that was created during our sales and CRM tools audit.
We then added any questions raised by our pilot group of salespeople to build up the new chatbot’s knowledge base.
Since rolling out the chatbot, we’ve continued to manage and update the knowledge base.
Which features do you use the most?
We connected our chatbot, Move Maeva, to our ticketing tool.
Maeva can answer users’ tier 1 questions directly. If users have a tier 2 or 3 problems, the bot automatically offers to create a ticket so that they can get the assistance they need.
Which KPIs do you monitor to manage your bot’s activity?
We analyze the following KPIs to manage our chatbot’s activity:
- number of dialogs
- salespeople’s satisfaction rate
- number of tickets created via the chatbot
- qualification of dialogs (which allows us to check that the chatbot is answering the questions correctly)
What benefits have you observed since implementing the solution?
We’re able to monitor incidents more closely with the creation of tickets via the bot.
Before implementing the chatbot, we used several different channels (emails, tickets, and phone calls), so we weren’t able to follow up on our sellers’ requests properly.
Do you think the project is a success? Why?
We think that the project is well on its way to being a success. Our support teams already appreciate it, as do the salespeople who have used it. We’re now trying to encourage our sales network to use it more, with a video to promote the chatbot and introduce the team that manages it. We’re confident that the bot’s success will continue to grow.
What developments and updates are you planning to improve the bot and encourage its use?
To improve our user experience, we’re thinking about adding an option to enable users to attach a file when they create a ticket via the chatbot. This feature is part of the Dydu roadmap and will give us all the information we need to solve our users’ problems. We’re also thinking about adding the dialog history to our tickets.
Finally, we’d like to set up an internal organization that involves training our teams and implementing a live chat via the chatbot so that we can provide employees with tier 2 support.