Snow Factory’s customer service process previously relied heavily on manual operations. As business expanded, this model faced increasing challenges: a growing volume of inquiries across multiple channels (LINE, email, phone), slow response time, and inconsistent service quality. The result was a growing burden on human agents and diminishing user experience.
To solve these issues, Snow Factory collaborated with Appier BotBonnie to adopt an AI customer service solution. By implementing AI Knowledge Bot and AI Rules, Snow Factory successfully automated its customer support workflows and began offering real-time responses tailored to customer inquiries. This minimized human intervention while enhancing professionalism and efficiency.
With Appier BotBonnie’s solution, Snow Factory was able to build a well-orchestrated customer service experience. Combining automation with AI technology, we significantly improved service efficiency and customer engagement.
Initially, we deployed an FAQ scenario, allowing users to quickly resolve questions without waiting for human responses. When no matching information was found, users could input questions manually, triggering AI Rules to handle the inquiry in order to maximize the efficiency of basic customer service chatbot function. Finally, the AI Knowledge Bot was activated to manage complex queries, ultimately reducing customer service costs by 30% and ensuring professional accuracy. Human agents only step in when necessary, completing the online consultation journey.
We look forward to deepening our collaboration with Appier, especially in digital marketing and CRM, to create more value-added services.
- Wesley Chai, Digital Consultant, Snow Factory
By leveraging the rich menu, welcome message, and keyword-triggered responses, Snow Factory simplified customer interactions. Customers could browse frequently asked questions directly through the rich menu, receiving instant answers. For typed queries, AI Rules will be activated to interpret keywords and provide appropriate responses, significantly boosting issue resolution rates. These automated tools not only delivered fast, relevant answers but also reduced wait time, ensuring timely and efficient service.
When basic automation couldn’t resolve a query, the system transitioned users to the AI Knowledge Bot for deeper interaction. This AI-powered assistant effectively managed complex questions with accurate, real-time replies. Drawing from pre-trained FAQ documents and domain-specific knowledge, the AI Knowledge Bot could independently address nuanced topics like competitive product comparisons. For questions beyond its scope, the system automatically routed users to human agents, ensuring every inquiry received a complete response.
By combining AI capabilities with human agents, Snow Factory successfully reduced human customer service costs by 30% while enhancing the overall customer experience.
Snow Factory plans to enhance its WebChat experience to increase conversions and boost customer satisfaction. When a user remains on the website without interaction, WebChat will proactively display offers like discount codes or lucky draw entries, motivating users to complete their purchases. This strategy aims to further raise conversion rate and meet higher sales target.
When users initiate WebChat inquiries, the system instantly responds with relevant answers, elevating the quality of support and satisfaction. This real-time engagement not only improves user participation but also strengthens brand affinity.
Snow Factory’s adoption of BotBonnie’s digital customer service solution, spanning the rich menu, AI Rules, and AI Knowledge Bot, has transformed its customer engagement process. The brand now delivers faster, more personalized support, while reducing the burden on human agents and increasing customer satisfaction.
As digital service becomes the new norm, Snow Factory plans to further expand its collaboration with BotBonnie. With more precise customer management strategies, the brand aims to continuously optimize the customer journey and build stronger loyalty. Moving forward, Snow Factory is committed to building a more efficient membership system, leading the digital transformation of the yogurt market and offering a smoother, more seamless shopping experience for consumers.