Customer Story

Managing tickets 
and workflow with chatbots

During the pandemic, the support team at Tile launched a new chatbot to help the team manage higher-than-normal ticket volumes. “We modified a bit of our workflow with the chatbot to include relevant recommendations to the front of the troubleshooting flow,” said Justin Michaud, senior customer support manager at Tile. “People would launch the bot and it would help right away. Customers were like, ‘Oh yeah, that worked. Thank you. Have a nice day.’ That was incredibly important in helping us manage the contacts we received on any issue.”

The team also uses the chatbot to prioritize and route tickets—resulting in a 40 percent lower handle time and a higher-quality experience overall.

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