How Rokabo Works Achieved Over 96% Response Rate with AI Technology

Enhancing Customer Experience and Efficiency with BOTCHAN AICALL

In an innovative move to tackle fluctuations in inbound call volumes linked to web advertising, Rokabo Works has implemented the BOTCHAN AICALL telephone AI agent provided by wevnal. This initiative has led to sustained response rates of over 96% while remarkably halving the number of operator seats, drastically improving operational efficiency and customer experiences.

Background Challenges

Rokabo Works, specializing in functional foods marketed primarily through male-focused web advertisements, faced a chronic challenge in managing call volumes that fluctuated based on advertising campaigns. This dynamism made operator seat management a significant operational hurdle, as adjustments typically required lead times of about a month. Such inconsistencies posed a dual risk: either increasing costs due to excess operator seats or decreasing response rates that could lead to customers seeking assistance from consumer protection centers, escalating management risks.

To counter these risks, the company turned to the implementation of the BOTCHAN AICALL AI agent, aiming for a near-100% response rate that would safeguard against structural risks in the business model.

Achievements with AI Implementation

Since the deployment of BOTCHAN AICALL, impressive results have emerged:

1. Sustained Response Rate: The AI effectively managed call volume fluctuations associated with advertising changes, ensuring a continuous response rate above 96%. This achievement directly mitigated risks of increased inquiries to consumer centers, securing a stable operational environment.

2. Reduced Operator Seats: The company successfully cut operator seats by approximately half. This reduction minimized human error and the need for extensive training and escalation resources. A smaller team could now refocus on strategy and necessary improvements, thereby reinforcing the operational backbone of the company.

3. Shift from Retention to Customer Experience: Initially focused on reducing churn rates, the operational strategy transformed to prioritize customer experience. By facilitating smoother cancellation processes and systematically gathering customer feedback, Rokabo Works ensured that each interaction could yield valuable insights for future initiatives.

4. Accelerated Decision-Making: The transition from a human-operated call center allowed instant updates through API integration, significantly reducing the time needed for project implementation and enhancing the entire PDCA (Plan-Do-Check-Act) cycle.

Insight from Leadership

Tomohito Ide, Director of E-Commerce at Rokabo Works, emphasized the importance of customer experience in decision-making, stating, “Determining the best approach for customers who wish to cancel services requires careful thought. We concluded that making the process straightforward and collecting feedback sincerely benefits both our customers and the company.” The AI switch has streamlined management complexities, enabling their team to concentrate on strategy development instead.

Future Prospects

Currently, BOTCHAN AICALL focuses on managing inbound interactions. Plans are in place to leverage accumulated Voice of Customer (VoC) data to prevent churn and refine marketing approaches. Future initiatives could include predictive outbound calls based on hearing data and engaging customers with incomplete payment processes, aiming to enhance retention rates through increased automation.

Conclusion

The case study detailing Rokabo Works’ challenges and the transformative impact of shifting KPI focus from retention to customer experience is elaborated in depth. For anyone interested in the intricacies and successes of leveraging AI in customer service paradigms, this exploration into the deployment of BOTCHAN AICALL serves as a pivotal reference.

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About BOTCHAN AICALL

BOTCHAN AICALL is a cutting-edge AI agent capable of automating high-quality telephone support, trained on the expertise of seasoned operators. Utilizing Microsoft Azure’s OpenAI Service for natural interactions and real-time API integrations, it provides tailored responses to users’ needs, handling complex tasks like cancellations and course changes 24/7, enhancing customer service while reducing costs.
Learn more about BOTCHAN AICALL: Visit the Service Site