The project consisted of two main parts: implementing a chatbot and a live chat function. The use of artificial intelligence in the form of a chat partner eases staff workload and promotes service quality by making it possible to answer questions in real time and create, pre-qualify and process tickets. If a request cannot be immediately resolved, “Tessa” hands over the chat to Service Desk agents.
BITMARCK decided to implement and evolve the “bitchat” project with adesso SE and the Austrian high-tech company Onlim, which developed a conversational platform for automated customer communication using chatbots and language assistants. Thanks to this cooperation, the project benefited from significant added value in the form of product, industry and customer knowledge in combination with the latest technological developments. The conversational platform was used as a basis to tailor the function to BITMARCK’s needs. This involved deeply integrating chatbot communication into BITMARCK’s ticket system and knowledge database.
When the project was completed, the team all went for the best Wiener schnitzel in Vienna, having returned to the city especially for the occasion.