Welcome to KiKxxl - Chatbot Toni
Digitization in customer service is not only taking place on the customer side. KiKxxl also sees great potential for sustainably improving customer service in the support of customer advisors. With the specially developed chatbot “Toni”, KiKxxl has an avatar that is not only modern and always available, but also provides information on all relevant topics about KiKxxl, internal processes and offers.
Every employee receives all information in the same quality at all times. This ensures a uniform level of information for all colleagues. Toni also acts as a central support for new employees, who quickly gain confidence in dealing with colleagues and the internal systems and processes.
The knowledge about all processes, systems and a lot of relevant information has been stored in the knowledge database – the brain of the chatbot – by an editorial team. This information is retrieved by the employee in a chat dialog, without having to dig through manuals or sift through FAQs, which can be conducted via internal systems, but also via WhatsApp.
How do I receive my digital payroll? Where can I find the HR department? Who do I contact if I have problems with my mail account? Toni can answer individual questions directly from his knowledge base and offer further information in dialog. And if Toni can’t help automatically? Then the chat dialog is handed over in real time to a human colleague, who answers directly or researches the question and expands the system’s knowledge base with each answer and increases the chat bot’s degree of autocracy.
AI in the support of customer consultants does not end with KiKxxl’s own processes, so pilots are currently underway to integrate knowledge databases of selected project partners into Toni and thus enable rapid access to the collected project knowledge, at any time and at any point in the workflow. The integration of Toni into classic voice services is not science fiction! Although Toni will not initially have a voice, it will be able to follow customer dialogs with both ears and automatically pre-fade answers and assistance to process questions for the customer consultant, thus supporting him in terms of content. This means that Toni can also be a great help in sales, as he can concentrate on recognizing buying signals.
With Toni, we are well positioned to take on the increasingly complex information and processes. This means we can guarantee fast service in our interactions with our employees, and for new colleagues, Toni will make their start at KiKxxl easier and more secure.
We wish Toni a good start at #TheBestColleaguesInTown!