CALECIM® Professional AI Chatbot for Zendesk

The Project

CALECIM® Professional, a leading skincare brand known for its cutting-edge anti-aging and wound care products, implemented its first Massively chatbot in 2021 to help manage growing customer enquiries. The original chatbot was a basic automation tool that could only handle simple, pre-programmed questions. While it did help funnel customer enquiries into the correct category and collect basic user information, making the queries easier for support agents to address, it didn’t significantly reduce the number of customer support tickets.

The Solution

In March 2024, CALECIM® Professional upgraded their bot to include Massively’s Chat GPT-powered Smart Answers. This enhanced version of the chatbot leverages AI to understand and respond to a wider range of customer questions with more accuracy and depth. The chatbot is now capable of handling more nuanced queries that would have previously required escalation to human support agents.

40%

“Diversion Rate” of total support tickets, relieving significant pressure on the customer support team

Less than 5 seconds

Average time to answer question

The Results
From March to September 2024, the upgraded chatbot significantly improved CALECIM® Professional’s customer service experience:

• The bot marked an improvement over the previous version, with more users turning to the bot for help;
• On average, the bot diverted around 40% of potential total support tickets from the team during this period. This represented a substantial upgrade in the bot’s ability to relieve pressure on the customer support team.

The upgrade to GPT-powered Smart Answers has transformed CALECIM® Professional’s chatbot from a basic automation tool into an intelligent virtual assistant. By efficiently managing a growing volume of customer enquiries, the bot has freed up the support team to handle high-priority cases, improving overall customer satisfaction. As more users access the bot, the number of diverted tickets is expected to continue growing, driving even greater efficiency.