Our client was looking for a solution to reduce the burden on customer service and provide a large FAQ section (30 topics) not just on the usual platforms, but on chat as well.
As the largest food company in the world, their product range is pretty wide from baby food to chocolate and coffee, from soft drinks to granolas (756 products). Thus, their customers always have tons of questions about products, their ingredients, allergens, and storage.
An automated chatbot is the perfect help to answer the same question every time and to provide information to customers instantly 24/7.
“Nestella” chatbot is a helpful, always smiling robot with some human characteristics.
We developed her to answer any questions about products, their ingredients, allergens, and storage. She is also able to handle negative critics and answer provocative questions concerning the brand. It is necessary for such a huge FMCG brand, and it builds a better image and serves marketing purpose too.
In the chatbot menu, job advertisements are also available, and so are charity programs and promotions. Nestella does not only complement the work of customer service, but she also provides a special interface for key brand issues and presents promotions.