On 31st March, we organised a morning of meetings and discussions around our clients’ challenges and needs. It was so good to see our partners and clients again after two long years! Thank you to everyone who attended.
The event, which focused on automated conversations, was the perfect opportunity to present our product developments and share our clients’ success stories and best practices in implementing and managing conversational robots. Our inspiring speakers included:
- Christian Sassady, Key Account Manager and Julien Loquin, Sales Assistant at Voxygen: Read the full article about Voxygen’s contribution to Dydu’s client event
- Franck Gbenou, Head of Passenger Information and Customer Support at SNCF Connect
- Nelly Fercoq, BotSitter at PwC France
Our Chatbot, Callbot and Voicebot Developments
Dydu has been building chatbots for clients since 2009. Five years later, our team launched two new products: static and dynamic FAQs. The following year, we released a livechat solution. In 2018, we developed a key strategic product: a callbot, a conversational telephone robot. We’ve also been offering voicebots since 2020.
Our Product and IT teams work hard to enable our clients to easily create and manage bots that provide users with a seamless and relevant conversational experience. We aim to help them answer as many questions as possible in the least amount of time. Our recent solution developments include:
Expert Chatbots: Benefit from Ready-To-Use Knowledge Bases
Dydu has developed expert chatbots dedicated to specific sectors or topics, such as our HR chatbot, e-commerce chatbot and council chatbot. These bots draw on a pre-trained knowledge base and pre-written, but fully customisable, answers to address key issues within their scopes. The aim is to save as much time as possible during the early project stages.
Metabot: Call on Several Chatbots at the Same Time
Companies often have several chatbots specialising in different domains, such as an IT, HR and legal bot. Dydu deployed a Metabot so that end-users can call on each one via a single chatbox. The Metabot identifies the best answer for the user from all the knowledge bases. This greatly improves the user experience without interfering with bot knowledge managers’ working methods.
Dydubox: Customise Your Chatbox
Dydu created the dydubox, a chatbot configuration interface, which enables bot managers to choose and modify their bot’s textual (name, disclaimer, GDPR, etc.) and graphic elements (font, colours, avatar, etc.), as well as its front-end features.
Teams Connector: Easily Deploy Your Chatbot on the Teams App
The Teams collaborative communication app is a completely independent channel from the dydu chatbox. Our teams developed a Teams connector to ensure that most of dydu’s features would function correctly. End-users can chat with the bot as they would with a colleague, while benefitting from our many features: decision trees, answer formatting (bullet points, rich content, links, etc.), alternative answers, redirection to other knowledge articles, etc.
Channel Menu : Integrate your chatbot on Your Communication Channels in a Few Clicks
Dydu developed a Channel Menu to make clients as independent as possible. This feature enables clients to deploy their own chatbot on the platform(s) of their choice. The web channel and instant messengers, such as Teams, are currently available.
Client Success Stories : SNCF Connect and PwC France Testimonials
SNCF Connect and improving the SNCF customer experience
SNCF built a chatbot with the dydu solution almost 10 years ago. The bot is available in eight languages and was originally deployed as a helpbox on SNCF Connect’s website and mobile app. It specialises in customer support issues, such as ticket exchanges and refunds or railcards and discounts. In 2021, the chatbot handled more than 10 million questions!
SNCF Connect then deployed its own bot in 2017, called “Oui Bot”, to answer user queries about buying and booking tickets. When the OUI SNCF site was migrated to SNCF Connect, they decided to merge the two bots.
“We wanted an easily identifiable assistant, everywhere, all the time. We also wanted to provide customers with a single bot, rather than a split between the OUI Bot (SNCF bot) and Helpbox (Dydu bot),” Franck Gbenou, Head of Passenger Information and Customer Support at SNCF Connect, commented. The aim was to improve the customer experience, without losing everything that had been put in place with dydu.
“The technical challenge was to make the two technologies communicate. […] Our internal bot routes the requests. If it identifies a customer support query, or an unknown issue, it calls on the dydu API. This is how we built our bot mechanics,” Franck Gbenou explained.
SNCF Connect was able to interface these technologies in a seamless and intelligent way. The Oui Bot, dydu helpbox and escalation to a human advisor are now all included in a single chatbox! This strategy has proved to be a success as the number of requests has increased fivefold, with an improved and more integrated customer journey.
PWC France and the Digitalisation of Internal Support
PwC France called on dydu in 2019 to create Alex, a “concierge” chatbot for its 6,000 employees. The bot currently boasts 2,800 knowledge articles, covering a dozen subject areas (HR, helpdesk, offices, corporate strategy, etc.). It receives 15,000 questions per month on average and has an impressive 97% comprehension rate! The chatbot has become a strategic tool for PwC in managing internal support. It simplifies employees’ everyday working life and helps onboard new recruits.
The tool’s managing team regularly promotes the bot. They also continually improve and update its knowledge base. “We read the conversations every day. This enables us to identify sentences that haven’t been understood correctly or any little bugs, so that we can correct them and continuously improve the bot. We update our answers and knowledge articles according to current events. Anything that is no longer relevant is deleted,” Nelly Fercoq, PwC France BotSitter, explained.
PwC is planning on interconnecting its bot with its HRIS to carry out more transactional tasks, such as checking leave balance or requesting days off. PwC also wants to deploy its chatbot on more internal channels, such as Teams.
A big thank you to all our speakers and participants. We hope to see you again soon !