The AI voicebot commubo was introduced for handling cancellations of the additive-free carbonated-bicarbonate bath additive HOT TAB. With dialogue designed for older customers, the completion rate reached approximately 90%, while calls waiting were significantly reduced, enabling service hours to be extended during peak periods.
The challenges facing the mail-order call center included handling routine cancellation requests while also responding to everyday inquiries. The adoption of commubo for handling cancellations of the Hot Album carbonated-spring tablets enabled conversational automation. The implementation was based on integration with the cloud-based CTI system BIZTEL, with emphasis placed on simple dialogue design to support older customers, including those in their 70s and older.
Following implementation, operations focused primarily on automating cancellation processing, and the business completion rate using the voicebot reached approximately 90%. Results also included expanded service hours, including Saturdays and Sundays, fewer calls waiting, and zero additional operators.
As an implementation benefit, automated cancellation processing expanded to approximately 2,000 cases per month, while calls waiting during peak periods changed from approximately 50 to single digits. The company is also considering automating other routine operations, such as handling changes and inquiries.
As additional information, the company promotes the additive-free, carbonated-bicarbonate bath additive characteristics of the Hot Album carbonated-spring tablets and has indicated that it aims to improve the efficiency of telephone operations and reduce stress for older customers through the introduction of commubo.