• Customers sometimes struggle through traditional channels to quickly access information
• Users tend to quit self-service and either call a service representative or churn
• Web re-design can improve accessibility but requires added development cost
• Web site user adoption is a continued issue

• Neal Analytics helped design an easy-to-use chatbot enabling internal customers to quickly surface data they need
• Bot Framework maintains conversation context and logic while customers engage through the companies web interface
• Conditionally calls a customer representative as needed
• Behind the scenes, all interactions are logged to SQL
• Logic engine updated by an administrator using data acquired from conversation history stored in SQL
• Additional channels can be added potentially engaging new users

Creates the ability to:

• Increase customer satisfaction
• Decrease customer churn
• Reduce the burden on customer service representatives