Implementing a chatbot solution

Abstract

With yearly over 100’000 inquiries, the MFK BL is facing a significant problem. The enterprise has an internal requirement, which states that the current workload and direct customer contact must be reduced. Rising workloads due to the increased vehicle population in the canton of Basel-Landschaft and other demographic reasons demand the reallocation of its internal resources to other more critical tasks. To ensure high quality and a great 24/7 customer experience throughout the first inquiry, a chatbot solution needs to be implemented.