We started an operation in five languages; Turkish, English, German, French and Arabic.
The MindBehind Studio team developed dialog flows suitable for Modanisa
We carried out data training and testing on the bot in preparation.
Nisa went live on October 6th2020.
In concert with our dedicated efforts in tracking, training, and analyzing Nisa, we pinned down the topics that customer requests tended to cluster around.
At the end of the second month, Nisa could refer to other systems to instantly offer solution-oriented responses to queries including "Update IBAN", "Cash on delivery verification", and "Update delivery address".
Paralleling Nisa's progress, more and more of modanisa.com's users converted from voice channels to written channels. The percentage of written requests made to modanisa.com leaped from 8.3% to 33.3% in a mere month!
As we tracked and trained it, Nisa's rate of comprehension increased from65% to 75% by the end of the second month. Further, Nisa's rate of completing conversations on its own increased from 56% to 65%.
In the third month, the range of topics that Nisa could fetch from other systems was expanded to include queries such as "Order cancellation", "My coupon was not applied", "Missing product" and "Defective product".
By the end of the third month, the percentage of customer requests made through written channels had increased to 46%. At this point, Nisa's rate of accurate comprehension had risen to %85 and it could complete 70% of conversations entirely on its own.
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