The Tinny virtual assistant delivers exceptional CX for Towngas customers
100%
Reduction in customer wait times with 24x7 self-service
50%
Increase in customer self-service
Challenge
The Hong Kong and China Gas Company Limited (Towngas) needed new ways to automate its tele-support services as customer support call volumes spiked during the COVID-19 pandemic. The demand for support surged across the contact center lifecycle, from user interface, appliance sales, installation and after-sales service to support products and gas account services.
Digital transformation became an imperative for Towngas to improve customer satisfaction, retention and loyalty efficiently, all the while managing the rising cost and overheads for a better ROI.
Solution
Towngas was able to apply and capitalize on the IBM® watsonx™ Assistant’s contact center capabilities to its benefit—by improving CX
by 100%.
Towngas engaged IBM Business Partner Mobinology Asia to revamp its entire contact call center with a voice assistant to help deflect around 15% of calls away from human agents. Mobinology built the chatbot Tinny with IBM watsonx Assistant technology along with its own SYVA AI chatbot platform to architect the CRM for Towngas. The Tinny chatbot effectively replaced the phone-tree system with conversational AI capabilities.
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Get In Touch!
Bill DeSpain
President
P: 940.300.6384
E: bdespain@daisource.com
Justin Toler
Director
Customer Success
P: 512.516.1885
E: jtoler@daisource.com
Greg Zuanich
Executive Vice President
Sales & Marketing
P: 832.723.7071
E: gzuanich@daisource.com
About Us
DAI Source is a noted technology and solutions firm based in Irving, Texas providing consulting services in Data Management, Analytics and Security Solutions to a broad range of clients across the U.S.
