Chatbot: the road to success, with some potholes along the way…

Everyone is talking about Chatbots and how AI will deliver improved Service Desks and customer experience in the coming years. This is Arcadis’ journey of implementing their Chatbot, getting it wrong and then making it a success. By finding our direction, on what we wanted to achieve, how and when.
Our story is about how not making a success of it first time, taking a step back, seeking guidance and inspiration from others and bringing together the right team, we were able to succeed. This is demonstrated by 5% of tickets logged via Chatbot and an improved MTTR and CSAT.